At arenaflex, we're dedicated to being the most customer-centric company on earth, and we're seeking a highly skilled and driven Sr. Manager, Global Training Delivery Management to lead our worldwide training delivery teams. This role is a senior operations leader responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific. The successful candidate 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.
**About arenaflex and the Industry**
arenaflex is a leading e-commerce company that has revolutionized the way people shop and live. With a customer-centric approach, we strive to provide an exceptional experience for our customers, and our training delivery teams play a critical role in achieving this goal. As a Sr. Manager, Global Training Delivery Management, you will be part of a dynamic team that is passionate about delivering high-quality training programs that enable our new hires to support customers effectively.
**Key Responsibilities**
As a Sr. Manager, Global Training Delivery Management, you will be responsible for:
* Leading an organization of 400+ trainers, embodying arenaflex's leadership principles to be a leader of leaders
* Partnering closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers
* Establishing and achieving customer service quality goals for trainees over their first 300+ contacts
* Improving global trainer productivity by eliminating waste and developing effective mechanisms
* Reporting to senior leaders on training completion, quality, and productivity metrics
* Developing 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
**Essential Qualifications**
To be successful in this role, you will 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
**Preferred Qualifications**
While not required, the following qualifications would be beneficial:
* 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
**Skills and Competencies**
To succeed in this role, you will need to possess:
* Excellent leadership and management skills, with the ability to lead a large team of trainers and support staff
* Strong communication and interpersonal skills, with the ability to partner with cross-functional teams
* Analytical and problem-solving skills, with the ability to identify and resolve complex issues
* Ability to work in a fast-paced, dynamic environment, with a focus on delivering high-quality results
* Strong business acumen, with the ability to understand and analyze business metrics and trends
**Career Growth Opportunities and Learning Benefits**
As a Sr. Manager, Global Training Delivery Management at arenaflex, you will have opportunities to:
* Develop your leadership and management skills, with a focus on leading a large team of trainers and support staff
* Collaborate with cross-functional teams, including Workforce Staffing, Capacity Planning, and Operations
* Analyze and resolve complex issues, with a focus on improving global trainer productivity and customer service quality
* Develop and implement effective mechanisms to scale globally, with a focus on delivering high-quality training programs
* Present to senior leaders, with a focus on sharing best practices and driving business results
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced company that is passionate about delivering exceptional customer experiences. Our company culture is built on a set of core values that include:
* Customer obsession: We are dedicated to providing an exceptional experience for our customers
* Ownership: We take ownership of our work and are accountable for delivering high-quality results
* Invent and simplify: We are passionate about innovating and simplifying processes to improve efficiency and effectiveness
* Are right, a lot: We strive to make the right decisions, even when it's difficult
* Learn and be curious: We are committed to learning and growing, with a focus on developing new skills and knowledge
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive compensation package, including:
* Medical, Dental, and Vision Coverage
* Maternity and Parental Leave Options
* Paid Time Off (PTO)
* 401(k) Plan
**How to Apply**
If you are a motivated and driven leader who is passionate about delivering high-quality training programs, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience and qualifications for this role. We look forward to hearing from you!
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