At arenaflex, we're committed to revolutionizing the way we deliver exceptional customer experiences. As a global leader in e-commerce, we're constantly striving to be the most customer-centric company on earth. To achieve this ambitious goal, we need visionary leaders who can drive innovation, foster collaboration, and empower our teams to excel. arenaflex Stores Customer Service is seeking an exceptional Senior 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, with a focus on delivering thousands of trainings to our global workforce annually.
**About arenaflex Stores Customer Service**
arenaflex Stores Customer Service is a dynamic and customer-obsessed team that's dedicated to providing world-class support to our customers. We're a global organization with a presence in multiple regions, and we're committed to delivering exceptional customer experiences through our training programs, processes, and people. Our team is passionate about empowering our employees with the skills and knowledge they need to succeed, and we're looking for a Senior Manager, Global Training Delivery Management who shares our vision and values.
**Key Responsibilities**
As a Senior Manager, Global Training Delivery Management, you'll be responsible for leading a large team of trainers and support staff who deliver thousands of trainings to our global workforce annually. Your key responsibilities will include:
* **Leading a global team of 400+ trainers**: You'll be responsible for leading a large and distributed team of trainers and support staff who are located across multiple regions. Your leadership skills will be critical in driving collaboration, innovation, and excellence across the team.
* **Embodying arenaflex's leadership principles**: As a leader of leaders, you'll embody arenaflex's leadership principles and inspire your team to do the same. You'll be accountable for establishing a culture of excellence, innovation, and customer obsession within your team.
* **Partnering with program leaders, training designers, and operations teams**: 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. Your collaboration skills will be critical in driving process improvements and ensuring that new hires are well-prepared to support customers effectively.
* **Establishing and achieving customer service quality goals**: You'll be accountable for establishing and achieving customer service quality goals for trainees over their first 300+ contacts. Your analytical skills will be critical in tracking and reporting on key metrics, and your leadership skills will be essential in driving process improvements and excellence.
* **Improving global trainer productivity**: You'll be responsible for improving global trainer productivity by eliminating waste and developing effective mechanisms. Your analytical skills will be critical in identifying areas for improvement, and your leadership skills will be essential in driving process improvements and excellence.
* **Reporting to senior leaders on training completion, quality, and productivity**: You'll report to senior leaders on training completion, quality, and productivity metrics, and you'll be accountable for developing an emergency response mechanism to provide on-demand training services 24/7/365.
* **Owning the new-hire associate experience**: You'll be responsible for owning the new-hire associate experience and enabling arenaflex to strive to be Earth's Best Employer. Your leadership skills will be critical in driving process improvements, innovation, and excellence across the team.
**Requirements**
To be successful in this role, you'll need to have:
* **10+ years' experience in Customer Service operations, training, or program management**: You'll need to have a proven track record of success in customer service operations, training, or program management, with a focus on leading large and distributed teams.
* **Experience supporting large and distributed employee work groups globally**: You'll need to have experience supporting large and distributed employee work groups globally, including a remote workforce.
* **Superior analytical skills**: You'll need to have superior analytical skills, with the ability to track and report on key metrics and drive process improvements.
* **Expertise in the principles and processes of an inbound contact center**: You'll need to have expertise in the principles and processes of an inbound contact center, with a focus on customer service quality and productivity.
* **Bachelor's Degree**: You'll need to have a Bachelor's Degree in a relevant field, such as business, education, or communications.
**Nice-to-haves**
While not required, the following qualifications would be a plus:
* **5+ years' experience in training or a related field**: You'll need to have 5+ years' experience in training or a related field, with a focus on developing mechanisms to scale globally.
* **Proven track record of developing mechanisms to scale globally**: You'll need to have a proven track record of developing mechanisms to scale globally, with a focus on improving productivity and reducing waste.
* **Strong writing skills and experience presenting to senior leaders**: You'll need to have strong writing skills and experience presenting to senior leaders, with a focus on communicating complex ideas and driving process improvements.
**Benefits**
arenaflex offers a comprehensive benefits package, including:
* **Medical, Dental, and Vision Coverage**: We offer a range of medical, dental, and vision coverage options to ensure that our employees and their families have access to quality healthcare.
* **Maternity and Parental Leave Options**: We offer a range of maternity and parental leave options to support our employees and their families during this critical time.
* **Paid Time Off (PTO)**: We offer a generous PTO policy to ensure that our employees have time to rest, recharge, and pursue their passions.
* **401(k) Plan**: We offer a 401(k) plan to help our employees save for their future and achieve their long-term goals.
**How to Apply**
If you're a motivated and experienced leader who is passionate about customer service and training, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you!
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