At arenaflex, we're committed 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 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 exceptional customer service experiences.
**About arenaflex**
arenaflex is a global leader in the e-commerce industry, dedicated to providing an unparalleled customer experience. Our commitment to customer satisfaction is reflected in our mission to be the most customer-centric company on earth. We're a dynamic and innovative organization that values exceptional talent, bright ideas, and a passion for excellence. Our team is comprised of talented individuals from diverse backgrounds, united by a shared vision to deliver outstanding customer experiences.
**Job Summary**
We're seeking a seasoned Sr. Manager, Global Training Delivery Management to lead our global training delivery teams, responsible for overseeing the development and delivery of training programs for new hires and existing employees. This role requires a strategic thinker with exceptional leadership skills, a proven track record of driving business results, and a passion for customer service excellence. The successful candidate will 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.
**Responsibilities**
As a Sr. Manager, Global Training Delivery Management, you will be responsible for:
* **Leading a global team of 400+ trainers**: You will oversee the development and delivery of training programs for new hires and existing employees, ensuring that our global workforce is equipped to provide exceptional customer service experiences.
* **Embodying arenaflex's leadership principles**: You will act as a leader of leaders, embodying our leadership principles and driving a culture of excellence, innovation, and customer-centricity.
* **Partnering with cross-functional teams**: You will work closely with Workforce Staffing, Capacity Planning, and Operations to ensure that new hires are trained and ready to support customers, driving business results and improving customer satisfaction.
* **Establishing and achieving customer service quality goals**: You will develop and implement strategies to achieve customer service quality goals for trainees over their first 300+ contacts, ensuring that our customers receive exceptional service experiences.
* **Improving global trainer productivity**: You will identify opportunities to eliminate waste and develop effective mechanisms to improve global trainer productivity, driving business results and improving customer satisfaction.
* **Reporting to senior leaders**: You will provide regular updates to senior leaders on training completion, quality, and productivity metrics, ensuring that our leadership team is informed and aligned with our training goals.
* **Developing an emergency response mechanism**: You will design and implement an emergency response mechanism to provide on-demand training services 24/7/365, ensuring that our customers receive exceptional service experiences even in times of crisis.
* **Owning the new-hire associate experience**: You will be responsible for owning the new-hire associate experience, ensuring that our new hires are equipped to provide exceptional customer service experiences and driving business results.
**Requirements**
To be successful in this role, you will need:
* **10+ years' experience in Customer Service operations, training, or program management**: You will have a proven track record of driving business results and improving customer satisfaction in a customer service environment.
* **Experience supporting large and distributed employee work groups globally**: You will have experience managing teams in a global environment, including a remote workforce.
* **Superior analytical skills**: You will be able to analyze data and drive business results, improving customer satisfaction and driving business growth.
* **Expertise in the principles and processes of an inbound contact center**: You will have a deep understanding of the principles and processes of an inbound contact center, including customer service quality metrics and training programs.
* **Bachelor's Degree**: You will have a bachelor's 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 will have a proven track record of developing training programs and driving business results in a training environment.
* **Proven track record of developing mechanisms to scale globally**: You will have experience developing and implementing strategies to scale training programs globally, driving business results and improving customer satisfaction.
* **Strong writing skills and experience presenting to senior leaders**: You will be able to communicate effectively with senior leaders, presenting data and insights to drive business results and improve customer satisfaction.
**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 are healthy and well.
* **Maternity and Parental Leave Options**: We offer generous maternity and parental leave options to support our employees as they balance work and family responsibilities.
* **Paid Time Off (PTO)**: We offer a generous PTO policy, allowing our employees to take time off when they need it.
* **401(k) Plan**: We offer a 401(k) plan to help our employees save for retirement.
**How to Apply**
If you're a seasoned leader with a passion for customer service excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!
Apply Job!
Apply for this job