Rewritten Job Title:
Experienced Senior Manager, Global Training Delivery Management – Customer Service Operations and Training Excellence
Rewritten Job Description:
Join arenaflex in Shaping the Future of Customer Service Excellence
At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. To achieve this goal, we're seeking a highly skilled and experienced Senior Manager, Global Training Delivery Management to lead our worldwide training delivery teams. This pivotal role is a senior operations leader responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific, driving our mission to be the most customer-centric company on earth.About arenaflex
arenaflex is a leading innovator in the industry, dedicated to providing unparalleled customer service experiences. Our commitment to excellence is reflected in our customer-centric approach, which emphasizes empathy, understanding, and timely resolution. As a global leader, we're constantly seeking talented individuals who share our passion for delivering exceptional customer experiences.Role Overview
The Senior Manager, Global Training Delivery Management will lead a large team of trainers and support staff that deliver thousands of trainings to our global workforce annually, including managing all new hire training for arenaflex Customer Service. This role requires a strategic leader who can partner closely with program leaders, training designers, and operations teams to ensure the quality, productivity, and management of all new hires during their initial weeks at arenaflex.Key Responsibilities
- Lead an organization of 400+ trainers, embodying arenaflex's leadership principles to be a leader of leaders.
- Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers.
- Establish and achieve customer service quality goals for trainees over their first 300+ contacts.
- Improve global trainer productivity by eliminating waste and developing effective mechanisms.
- Report to senior leaders on training completion, quality, and productivity metrics.
- Develop an emergency response mechanism to provide on-demand training services 24/7/365.
- Owning the new-hire associate experience and enabling arenaflex to strive to be Earth's Best Employer.
Requirements
To succeed in this role, you'll need:- 10+ years' experience in Customer Service operations, training, or program management.
- Experience supporting large and distributed employee work groups globally, including a remote workforce.
- Superior analytical skills.
- Expert in the principles and processes of an inbound contact center.
- Bachelor's Degree.
Nice-to-Haves
While not required, the following skills and experiences will be highly valued:- 5+ years' experience in training or a related field.
- Proven track record of developing mechanisms to scale globally.
- Strong writing skills and experience presenting to senior leaders.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Senior Manager, Global Training Delivery Management, you'll have access to:- Regular training and development opportunities to enhance your skills and knowledge.
- Mentorship and coaching from experienced leaders.
- Opportunities to work on high-impact projects and initiatives.
- A collaborative and dynamic work environment that fosters innovation and creativity.
Work Environment and Company Culture
arenaflex is a global company with a diverse and inclusive culture. We're committed to creating a work environment that's welcoming, supportive, and empowering. As a Senior Manager, Global Training Delivery Management, you'll be part of a team that's passionate about delivering exceptional customer experiences.Compensation, Perks, and Benefits
arenaflex offers a comprehensive compensation package that includes:- Medical, Dental, and Vision Coverage.
- Maternity and Parental Leave Options.
- Paid Time Off (PTO).
- 401(k) Plan.