Experienced Sr. Manager, Global Training Delivery Management for arenaflex Customer Service

At arenaflex, we're dedicated to revolutionizing the way we deliver exceptional customer experiences. As a global leader in e-commerce, we're committed to being the most customer-centric company on earth. To achieve this ambitious goal, we need talented, driven, and innovative individuals who share our passion for excellence. arenaflex Customer Service is seeking a seasoned Sr. 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.

About arenaflex Customer Service

arenaflex Customer Service is the backbone of our company, providing unparalleled support to our customers worldwide. Our team of highly skilled customer service representatives is dedicated to delivering exceptional experiences that exceed customer expectations. As a Sr. Manager, Global Training Delivery Management, you'll play a critical role in shaping the future of our customer service operations, ensuring that our new hires are well-prepared to support customers effectively.

Job Summary

We're seeking an experienced Sr. Manager, Global Training Delivery Management to lead our worldwide training delivery teams. As a senior operations leader, you'll be responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific. Your primary focus will be on leading 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. You'll 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

As a Sr. Manager, Global Training Delivery Management, you'll be responsible for:

• Leading an organization of 400+ trainers: You'll oversee a large team of trainers and support staff, providing guidance, coaching, and development opportunities to ensure their success.
• Embodying arenaflex's leadership principles: As a leader of leaders, you'll embody arenaflex's leadership principles, acting as a role model for your team and inspiring them to achieve excellence.
• Partnering with Workforce Staffing, Capacity Planning, and Operations: You'll work closely with these teams to ensure that new hires are trained and ready to support customers, providing a seamless customer experience.
• Establishing and achieving customer service quality goals: You'll set and achieve customer service quality goals for trainees over their first 300+ contacts, ensuring that our customers receive exceptional support.
• Improving global trainer productivity: You'll identify areas for improvement and develop effective mechanisms to eliminate waste, increasing trainer productivity and efficiency.
• Reporting to senior leaders on training completion, quality, and productivity: You'll provide regular updates to senior leaders on training metrics, ensuring that our customer service operations are aligned with company goals.
• Developing an emergency response mechanism: You'll create a robust emergency response mechanism to provide on-demand training services 24/7/365, ensuring that our customer service representatives are always prepared to support customers.

Requirements

To be successful in this role, you'll need:

• 10+ years' experience in Customer Service operations, training, or program management: You'll have a proven track record of leading teams and driving customer service excellence.
• Experience supporting large and distributed employee work groups globally: You'll have experience working with remote teams and developing strategies to engage and motivate them.
• Superior analytical skills: You'll be able to analyze data and develop insights to inform business decisions.
• Expertise in the principles and processes of an inbound contact center: You'll have a deep understanding of contact center operations and be able to develop strategies to improve efficiency and effectiveness.
• Bachelor's Degree: You'll have a degree in a relevant field, such as business, communications, or education.

Nice-to-Haves

While not required, the following skills and experiences would be beneficial:

• 5+ years' experience in training or a related field: You'll have a proven track record of developing training programs and delivering exceptional results.
• Proven track record of developing mechanisms to scale globally: You'll have experience developing strategies to scale training programs globally, ensuring consistency and quality.
• Strong writing skills and experience presenting to senior leaders: You'll be able to communicate complex ideas effectively, both in writing and in presentations.

Benefits

As a member of the arenaflex team, you'll enjoy a range of benefits, including:

• Medical, Dental, and Vision Coverage: We offer comprehensive health insurance to ensure your well-being.
• Maternity and Parental Leave Options: We're committed to supporting our employees through life's milestones.
• Paid Time Off (PTO): You'll have time to relax and recharge with our generous PTO policy.
• 401(k) Plan: We offer a retirement savings plan to help you plan for the future.

How to Apply

If you're a motivated and experienced professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job