Senior Instructional Designer – Global Customer Service Learning Programs & Project Management at arenaflex

About arenaflex – Pioneering Customer‑Centric Learning Solutions

arenaflex is a world‑leading technology and retail powerhouse dedicated to delivering unforgettable experiences to millions of customers every day. Our mission is simple yet ambitious: to be the most customer‑obsessed organization on the planet. To achieve this, we invest heavily in the people who interact directly with our shoppers—our Customer Service Associates (CSAs). By empowering CSAs with cutting‑edge learning experiences, we ensure every interaction reflects arenaflex’s commitment to excellence, empathy, and efficiency.

Why This Role Matters

As a Senior Instructional Designer on the Consumer Customer Service Support Learning Design team, you will be the architect of high‑impact training programs that shape the skills, confidence, and performance of CSAs worldwide. Your work will directly influence how quickly new hires become proficient, how seasoned agents refine their expertise, and how our entire service organization scales to meet seasonal demand spikes. If you thrive at the intersection of adult learning theory, project management, and innovative technology, this is your opportunity to make a global impact.

Role Overview

In this senior‑level position you will lead the end‑to‑end lifecycle of learning initiatives—from initial concept and stakeholder alignment through design, development, launch, and post‑implementation analysis. You will partner with cross‑functional teams, including Contact Center Operations, Product Management, Subject Matter Experts (SMEs), and the broader Learning & Development (L&D) community, to ensure every learning solution is data‑driven, inclusive, and aligned with arenaflex’s strategic goals.

Key Responsibilities

• Program Management: Simultaneously oversee multiple learning programs of varying complexity, ensuring timelines, budgets, and quality standards are met.
• Instructional Design Leadership: Drive projects from scoping, research, and analysis through design, development, launch readiness, and post‑launch evaluation.
• Inclusive Learning Design: Create training interventions optimized for accessibility, diversity, equity, and inclusion, leveraging self‑directed, instructor‑led, virtual instructor‑led (VILT), and blended modalities.
• Stakeholder Collaboration: Work closely with Contact Center teams, Product Teams, SMEs, and other key partners to gather requirements, validate content, and secure buy‑in.
• Learner Advocacy: Serve as the voice of the CSA, ensuring learner needs drive design decisions and continuous improvement cycles.
• Data‑Driven Optimization: Use learning analytics and performance metrics to assess program effectiveness, identify gaps, and recommend enhancements.
• Technology Integration: Leverage a suite of authoring tools (e.g., Articulate Rise/Storyline, Adobe Captivate, Vyond, Camtasia) and basic web technologies (HTML, JavaScript) to build engaging, scalable learning experiences.
• Facilitation & Delivery: Conduct virtual and in‑person facilitation sessions, workshops, and train‑the‑trainer programs as needed.
• Travel: Participate in on‑site learning events, stakeholder meetings, and pilot launches, with up to 10% travel required.

Essential Qualifications

• Minimum 5 years of professional experience in instructional design, with a strong portfolio of e‑learning, instructor‑led, and blended solutions.
• At least 3 years of program or project management experience, demonstrating the ability to define timelines, manage resources, and deliver on complex initiatives.
• Bachelor’s degree in Education, Human Resources, Business, or a related field (or equivalent experience).
• Proven expertise in adult learning principles, curriculum development, and performance‑based training design.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear, engaging learning content.
• Hands‑on experience with e‑learning authoring tools such as Articulate Rise/Storyline, Adobe Captivate, Vyond, Camtasia, and graphic design tools like Adobe Photoshop/Illustrator.
• Solid understanding of accessibility standards (WCAG 2.1) and experience designing inclusive learning experiences.
• Demonstrated ability to analyze learning data, interpret metrics, and apply insights to improve program outcomes.
• Experience facilitating both virtual and in‑person training sessions for diverse audiences.

Preferred Qualifications

• Master’s degree in Business, Human Resources, Learning & Development, or a related discipline.
• 3+ years of experience driving process improvements within large‑scale learning organizations.
• 2+ years of experience managing cross‑functional stakeholder relationships in fast‑paced environments.
• Background in complex problem solving, especially under tight schedules and shifting priorities.
• Familiarity with artificial intelligence concepts and their application to learning analytics, personalization, and adaptive learning pathways.
• Experience working with global, distributed teams and understanding of cultural nuances that affect learning design.

Core Skills & Competencies

• Strategic Thinking: Ability to align learning initiatives with broader business objectives and anticipate future skill needs.
• Project Leadership: Strong organizational skills, risk management, and the capacity to keep multiple projects on track.
• Collaboration: Skilled at building relationships across technical and non‑technical teams, fostering trust and shared ownership.
• Analytical Mindset: Proficiency in using data dashboards, LMS reports, and performance metrics to drive continuous improvement.
• Creativity & Innovation: Passion for experimenting with new instructional methods, emerging technologies, and interactive media.
• Adaptability: Comfort thriving in a high‑energy, rapidly changing environment while maintaining attention to detail.
• Customer Obsession: Deep empathy for the learner experience and a relentless focus on delivering value to CSAs and, ultimately, arenaflex customers.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a senior member of the learning team you will have access to:

• Mentorship from senior L&D leaders and cross‑functional executives.
• Funding for certifications in instructional design, project management (PMP, Agile), and emerging learning technologies.
• Opportunities to lead high‑visibility, global initiatives that shape the future of customer service training.
• Rotational programs that allow you to broaden your expertise across product, operations, and technology domains.
• Participation in internal innovation labs focused on AI‑driven learning experiences.

Work Environment & Culture at arenaflex

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

• A collaborative, team‑first atmosphere where ideas are welcomed from every level.
• Flexible work arrangements, including hybrid remote options, to support work‑life balance.
• Employee resource groups (ERGs) that celebrate diversity and foster community.
• Regular town‑halls, hackathons, and learning circles that keep you connected to the broader mission.
• A commitment to mental health and well‑being, with resources ranging from counseling services to wellness stipends.

Compensation, Perks & Benefits

arenaflex offers a competitive total‑reward package that reflects the cost of living across multiple geographic markets. While exact figures vary by location and experience, you can expect:

• A base salary that aligns with market benchmarks for senior instructional design roles.
• Performance‑based bonuses and potential equity awards.
• Comprehensive medical, dental, and vision coverage for you and eligible family members.
• Generous paid time off (PTO), parental leave, and flexible holiday policies.
• Retirement savings plans with company matching contributions.
• Professional development budgets, tuition reimbursement, and access to internal learning platforms.
• Employee discount programs, wellness incentives, and on‑site amenities where applicable.

How to Apply

If you are excited about shaping the future of global customer service learning and meet most of the qualifications above, arenaflex wants to hear from you. Please submit your resume, a portfolio of recent instructional design work, and a brief cover letter outlining why you are the ideal candidate for this role.

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, sexual orientation, disability, veteran status, or any other legally protected characteristic.

Join arenaflex and Make an Impact

Ready to transform the way millions of CSAs learn, grow, and deliver exceptional service? Apply today and become a catalyst for change at arenaflex—where learning meets innovation, and every interaction matters.