Senior Learning Specialist – arenaflex Business Customer Service Training & Development Leader (Bilingual Japanese/English)

About arenaflex

arenaflex is a global leader in innovative commerce solutions, empowering businesses of all sizes to thrive in a rapidly evolving digital marketplace. With a commitment to excellence, arenaflex delivers cutting‑edge technology, data‑driven insights, and world‑class customer experiences that set the standard for the industry. Our mission is to enable every customer to succeed, and we do so by fostering a culture of continuous learning, relentless improvement, and unwavering dedication to our core Service Tenets and Leadership Principles.

Why This Role Matters

At arenaflex, the learning experience is the engine that drives superior service performance. As a Senior Learning Specialist, you will shape the future of our Business Customer Service (BCS) team by designing, delivering, and continuously refining training programs that empower up to 30 Customer Support Associates to exceed expectations. Your work will directly influence the quality of service, employee engagement, and the overall success of arenaflex’s mission‑critical operations.

Role Overview

The Senior Learning Specialist is a seasoned educator, coach, and data‑driven strategist who creates an optimal adult‑learning environment—both in‑person and virtually. You will be responsible for the full lifecycle of learning initiatives, from needs analysis and curriculum design to delivery, assessment, and ongoing performance coaching. This role requires a blend of instructional expertise, strong analytical skills, and the ability to partner with cross‑functional stakeholders to ensure that learning outcomes translate into measurable business results.

Key Responsibilities

• Program Design & Delivery: Develop and facilitate a diverse portfolio of learning experiences, including self‑directed modules, instructor‑led workshops, virtual classrooms, and experiential simulations.
• Performance Management: Own end‑to‑end live performance metrics for the assigned territory, monitoring key indicators, diagnosing gaps, and implementing corrective actions.
• New Hire Onboarding: Ensure timely completion of comprehensive onboarding programs, integrating new associates into arenaflex’s culture, processes, and Service Tenets.
• Data‑Driven Coaching: Leverage quantitative and qualitative data to identify coaching opportunities, create personalized development plans, and track improvement over time.
• Stakeholder Partnership: Serve as the primary point of contact for operational leaders, collaborating to align learning initiatives with business priorities and operational schedules.
• Certification & Talent Development: Identify, train, and certify learning coaches within the team, building a sustainable internal expertise pipeline.
• Continuous Improvement Projects: Lead individual and team‑wide improvement projects that enhance service quality, efficiency, and associate engagement.
• Metrics & Reporting: Maintain accurate records, generate insightful reports using Excel and other analytical tools, and present findings to senior leadership.
• Facilitation of Knowledge Sharing: Conduct live “chime” sessions, classroom workshops, and virtual forums to disseminate best practices and updates across the organization.
• Culture Advocacy: Model arenaflex’s Leadership Principles, reinforcing the Service Tenets in every interaction and fostering a high‑performance, inclusive environment.

Essential Qualifications

• Minimum 2 + years of experience delivering training programs in a corporate setting, with a proven track record of designing engaging learning experiences.
• At least 1 + year of direct experience in customer service or a closely related field, providing a solid understanding of frontline operational dynamics.
• Fluent in both Japanese and English—spoken and written—with a high degree of accuracy and cultural sensitivity.
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Outlook, Excel) and familiarity with instructional design software (e.g., Articulate, Captivate, or similar).
• Demonstrated knowledge of adult learning theory, instructional design methodologies, and facilitation techniques.
• Ability to thrive in a 24/7 × 365 global environment, adapting to multiple time zones and shifting priorities.

Preferred Qualifications

• Experience as a corporate trainer, learning specialist, or instructional designer within a fast‑paced technology or e‑commerce organization.
• Project management certification or experience managing multiple concurrent learning initiatives.
• Advanced data‑analysis skills, including the ability to create dashboards, interpret trends, and translate insights into actionable coaching strategies.
• Familiarity with Learning Management Systems (LMS) such as Cornerstone, SAP SuccessFactors, or similar platforms.
• Demonstrated ability to mentor and develop peer coaches, building a self‑sustaining learning ecosystem.

Core Skills & Competencies

• Instructional Expertise: Mastery of curriculum development, lesson planning, and multimodal delivery methods.
• Analytical Acumen: Strong quantitative skills for metric tracking, root‑cause analysis, and performance reporting.
• Communication Excellence: Ability to convey complex concepts clearly, inspire engagement, and adapt messaging for diverse audiences.
• Leadership & Influence: Demonstrated ability to lead without formal authority, champion change, and embed arenaflex’s Leadership Principles into daily practice.
• Adaptability & Resilience: Comfortable navigating ambiguity, shifting priorities, and high‑tempo environments.
• Collaboration: Proven track record of partnering with operations, HR, product, and technology teams to drive integrated learning solutions.

Career Growth & Development

arenaflex invests heavily in the professional growth of its people. As a Senior Learning Specialist, you will have access to a robust learning ecosystem that includes:

• Mentorship from senior leaders in the Learning & Development organization.
• Opportunities to lead high‑visibility, cross‑functional projects that influence global strategy.
• Funding for certifications, conferences, and advanced instructional design courses.
• A clear career ladder that can lead to roles such as Learning Manager, Organizational Development Lead, or Global Training Director.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by location, candidates can expect:

• A market‑aligned base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and flexible work arrangements.
• Employee assistance programs, wellness initiatives, and access to on‑site or virtual fitness resources.
• Technology stipend and support for remote work setups.

Work Environment & Culture at arenaflex

Our culture is built on curiosity, inclusion, and relentless improvement. At arenaflex you will find:

• A diverse, global community where every voice is valued and ideas are encouraged.
• Open communication channels that promote transparency and rapid feedback.
• Recognition programs that celebrate both individual and team achievements.
• Collaborative spaces—both physical and virtual—designed to foster creativity and teamwork.
• A commitment to sustainability and social responsibility, aligning business success with positive societal impact.

How to Apply

If you are passionate about shaping learning experiences that drive exceptional customer service, and you thrive in a dynamic, multilingual environment, we want to hear from you. Join arenaflex and become a catalyst for growth, excellence, and innovation.

Apply Now – Start Your Journey with arenaflex!