Experienced Senior Manager, Global Training Delivery Management for Customer Service Operations – Leading Large-Scale Training Teams and Driving Exceptional Customer Experiences at arenaflex

Introduction to arenaflex and the Role At arenaflex, we're on a mission to become the most customer-centric organization on the planet. To achieve this ambitious goal, we need talented, driven, and passionate individuals who share our vision. The arenaflex Customer Service team is seeking an exceptional Senior Manager, Global Training Delivery Management to lead our global training delivery teams. This senior operations leader will be responsible for teams located across the Americas, Europe, India, and Asia Pacific, playing a critical role in shaping the customer service experience for our global customer base. About the Job This role is an exciting opportunity for a seasoned leader to make a significant impact on our global training delivery operations. As a Senior Manager, Global Training Delivery Management, you will lead a large team of trainers and support staff who deliver thousands of trainings to our global workforce annually. This includes managing all new hire training for arenaflex Customer Service, ensuring that our new hires are equipped to provide exceptional customer experiences from day one. You will partner closely with program leaders, training designers, and operations teams to drive process improvements, quality, productivity, and customer satisfaction. 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 mechanisms to scale globally. Report to senior leaders on training completion, quality, and productivity, providing actionable insights to drive business decisions. Develop emergency response mechanisms to provide on-demand training services 24/7/365, ensuring that our customers receive exceptional support at all times. Own the new-hire associate experience, enabling arenaflex to strive to be Earth's Best Employer and providing a world-class onboarding experience for our new hires. A Day in the Life If you're passionate about leading large-scale training operations, driving exceptional customer experiences, and making an impact on a global scale, we'd love to hear from you! At arenaflex, we value people with unique backgrounds, experiences, and skillsets. As a Senior Manager, Global Training Delivery Management, you will have the opportunity to work with a talented team of professionals who share your passion for customer service excellence. Essential Qualifications 10+ years' experience in Customer Service operations, training, or program management, with a proven track record of success in leading large-scale training operations. Experience supporting large and distributed employee workgroups globally, including a remote workforce, with a strong understanding of the challenges and opportunities of managing global teams. Superior analytical skills, with the ability to analyze complex data sets and provide actionable insights to drive business decisions. Expert in the principles and processes of an inbound contact center, with a deep understanding of customer service operations and the importance of delivering exceptional customer experiences. Bachelor's Degree in a relevant field, such as Business Administration, Communications, or Education. Preferred Qualifications 5+ years' experience in training or a related field, with a proven track record of developing mechanisms to scale globally and drive process improvements. Strong writing skills and experience presenting to senior leaders, with the ability to communicate complex ideas and insights in a clear and concise manner. Proven track record of developing and implementing innovative training solutions that drive business results and improve customer satisfaction. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to the growth and development of our employees. As a Senior Manager, Global Training Delivery Management, you will have access to a range of career growth opportunities, including leadership development programs, mentorship, and training and development initiatives. You will also have the opportunity to work with a talented team of professionals who share your passion for customer service excellence and to contribute to the development of innovative training solutions that drive business results and improve customer satisfaction. Work Environment and Company Culture At arenaflex, we're proud of our diverse and inclusive workplace culture. We believe that our employees are our greatest asset, and we're committed to providing a work environment that is supportive, collaborative, and empowering. As a Senior Manager, Global Training Delivery Management, you will be part of a dynamic and fast-paced team that is passionate about delivering exceptional customer experiences and driving business results. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package that includes a range of perks and benefits, such as medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan. We also offer a range of other benefits, including employee discounts, flexible work arrangements, and opportunities for career growth and development. Conclusion If you're a seasoned leader with a passion for customer service excellence and a proven track record of success in leading large-scale training operations, we encourage you to apply for this exciting opportunity. As a Senior Manager, Global Training Delivery Management at arenaflex, you will have the opportunity to make a significant impact on our global training delivery operations and to contribute to the development of innovative training solutions that drive business results and improve customer satisfaction. Don't miss out on this opportunity to join a dynamic and fast-paced team that is passionate about delivering exceptional customer experiences and driving business results. Apply today! Apply for this job