Job Description
- *Unlock the Future of Customer Experience and Learning at arenaflex** Are you a visionary leader with a passion for creating innovative learning and development programs that drive customer experience excellence? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further than arenaflex, where we're revolutionizing the way we deliver exceptional customer experiences. **About arenaflex** arenaflex is a leading innovator in the industry, dedicated to making a positive impact on the lives of our customers and employees alike. Our Customer Experience and Support Operations team is the largest core operating team at arenaflex, and we're looking for a talented Senior Manager - Customer Experience, Learning & Development to join our ranks. **Job Summary** As a Senior Manager - Customer Experience, Learning & Development at arenaflex, you'll be responsible for leading the development and implementation of customer experience learning and development strategies for Dashers, Consumers, and New Business Verticals. You'll partner with our L&D operations team to translate our customer experience strategy into tangible support teammate learning programs, leveraging Automated QA and AI signals to identify and target performance improvement opportunities. **Key Responsibilities** * Develop and implement customer experience learning and development strategies for Dashers, Consumers, and New Business Verticals * Partner with L&D operations to translate customer experience strategy into tangible support teammate learning programs * Leverage Automated QA and AI signals to identify and target performance improvement opportunities * Measure the impact of learning programs through data analysis and guide the business in prioritizing and developing learning solutions that support organizational strategic priorities * Oversee the roadmap and prioritization of Audience-specific L&D projects * Agree on success metrics with partners before launching an initiative and measure progress along the way, sharing results and insights at the conclusion of an initiative * Monitor headwinds and understand the impact of external variables that might affect results * Work with the team and partners through the completion of projects * Zoom into the details and zoom out to a bird's-eye view to understand the "why" of what led to an initiative's success or failure, creating a culture of learning * Identify opportunities to improve feedback loops between the field and audience team to promote continuous improvement * Foster collaboration and engagement, both within arenaflex and externally with our vendor partners * Work with operations partners, including Vendor BPOs, Quality Assurance, Workforce Management, Knowledge Management, and internal support operations for onshore teams, to ensure support teammates are equipped with the knowledge and tools to support customers * Measure support teammate performance and correlate performance to efficacy of learning programs **Requirements** * A vision for the future of L&D in an evolving world and a passion for creating learning and development programs at scale * Experience leading L&D teams * A unique combination of L&D experience and operational experience, such as management consulting, finance, private equity, technology, or a related field * 5+ years of experience in call center leadership or BPO management * Experience as a trainer or in developing instructional materials * Enjoy digging into details and collaboration, with the ability to develop productive relationships with partners * Ability to present complex information both written and verbally * Use of data in decision-making, with comfort pulling data from multiple sources, reading and analyzing data, and partnering with analytics partners for more complex analyses * Proficient in SQL and project management skills * Focused on quality, output-motivated, and always pushing yourself to do better * Ability to recommend solutions to complex problems while completing many projects and priorities day-to-day **Benefits** * Great compensation packages and comprehensive health benefits * A 401(k) plan with employer matching * 16 weeks of paid parental leave * Wellness benefits * Commuter benefits match * Paid time off and paid sick leave in compliance with applicable laws * Medical, dental, and vision benefits * 11 paid holidays * Disability and basic life insurance * Family-forming assistance * A mental health program **What We Offer** At arenaflex, we're committed to creating a culture of learning and development that supports the growth and success of our employees. We offer a range of benefits and perks, including: * Opportunities for career growth and advancement * A dynamic and supportive work environment * Collaborative and engaging team culture * Comprehensive training and development programs * Recognition and rewards for outstanding performance * Flexible work arrangements and work-life balance **How to Apply** If you're a motivated and experienced leader with a passion for customer experience and learning, we want to hear from you! Apply now to join our team and be a part of shaping the future of customer experience at arenaflex. We can't wait to hear from you! Apply for this job