Experienced Learning & Development Program Manager – Call Center Training & Enablement
Join arenaflex's Global Customer Service Learning & Development Team
Are you passionate about transforming how people learn and grow in a fast-paced, customer-centric environment? Do you have a knack for designing engaging training programs that drive measurable performance improvements? If so, arenaflex invites you to apply for this exciting opportunity to shape the future of our customer service operations through innovative learning solutions.
At arenaflex, we believe there's a better way to deliver exceptional entertainment experiences to millions of customers worldwide. Our Global Customer Service team plays a pivotal role in ensuring that every subscriber receives the support they deserve, and we're looking for a talented Learning & Development Program Manager to help us elevate our training capabilities to new heights.
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About arenaflex
arenaflex is a global entertainment technology company dedicated to revolutionizing how people access and enjoy content. With millions of subscribers spanning across continents, we operate at the intersection of technology, creativity, and customer experience. Our commitment to excellence extends beyond our product offerings—it permeates every aspect of our organization, including how we invest in our people.
Our Learning & Development team is central to our strategy of maintaining world-class customer service. We recognize that our call center partners are the frontline ambassadors of the arenaflex brand, and their effectiveness directly impacts customer satisfaction and retention. That's why we're seeking a strategic thinker and accomplished instructional designer to join our team and drive meaningful learning initiatives across our partner network.
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The Role Overview
As a Learning & Development Program Manager at arenaflex, you will be responsible for designing, developing, and deploying training programs that empower our outsourced call center partners to deliver exceptional customer experiences. This role offers a unique opportunity to work with multiple stakeholders across different regions, including our operations teams, subject matter experts, and external partner organizations.
You will report to the Regional Learning & Development Manager and collaborate closely with our global CS L&D team. The ideal candidate thrives in a dynamic environment, possesses strong project management skills, and has a proven track record of creating impactful learning experiences for diverse audiences.
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Key Responsibilities
Program Management
Outline, document, and maintain the scope of all regional L&D projects and initiatives
Create, track, and maintain comprehensive project plans with clear milestones and deliverables
Develop trusting partnerships with outsourced call center providers and serve as the primary point of contact for all training-related matters
Ensure successful training rollouts and launches by coordinating effectively with internal and external stakeholders
Align with the broader CS learning and development team and key international partners to ensure consistency in priorities and initiatives
Manage relationships with multiple vendor partners and ensure they meet our quality and performance standards
Learning Content Development & Instructional Design
Conduct thorough gap analysis to identify performance and training opportunities across different audience levels
Prioritize identified gaps and develop documented strategies to address performance deficiencies
Research content and collaborate with subject matter experts to develop locally relevant and globally consistent training curriculum
Design and develop diverse learning solutions including instructor-led training, virtual sessions, e-learning modules, and blended learning programs
Create comprehensive course materials including facilitator guides, learner workbooks, presentation media, job aids, and knowledge assessments
Finalize materials through rigorous review processes and pilot testing to ensure effectiveness
Measure and demonstrate the impact of training programs through analytics and performance metrics
Facilitation
Deliver learning content in both face-to-face and virtual environments to various leadership audiences
Pilot newly designed curriculum and gather feedback for continuous improvement
Run train-the-trainer programs to build capacity within our partner organizations
Coach and develop call center leaders to co-facilitate learning sessions and reinforce training concepts
Partner Management & Relationship Building
Partner with training and operational teams at our outsourced call center providers to drive overall performance improvements
Guide partner organizations to achieve success through appropriate training, support, and targeted initiatives
Build and maintain robust L&D governance frameworks including data analysis, partner support structures, intake processes, and evaluation mechanisms
Stakeholder Management
Build and foster strong partnerships with regional CS colleagues and serve as an effective advocate for the local L&D team
Actively contribute to the overall CS business by participating in learning opportunity identification and prioritization
Collaborate with business leaders to transform operational challenges into learning and development opportunities
---
What You Should Have
Essential Qualifications
3+ years of experience designing soft skills and technical learning solutions, including comprehensive onboarding programs for call center agents at various levels, from entry-level representatives to senior leaders
Proven experience designing and facilitating learning offerings ranging from brief 15-minute sessions to extensive multi-week classroom experiences
Strong working knowledge of Learning Management Systems (LMS) and digital learning strategies
Excellent facilitation skills with experience delivering instructor-led programs to diverse audiences
Solid project management experience with the ability to collaborate effectively with cross-functional teams
Exceptional communication skills with meticulous attention to detail
Experience working in a fast-paced, results-oriented, data-driven environment
High degree of independence with excellent time management and self-direction capabilities
Bachelor's degree in Instructional Design, Education, Human Resources, or a related field; Master's degree preferred
Fluency in Portuguese and English is required; Spanish language skills are a plus
Preferred Qualifications
Experience working in a cross-cultural global environment
Background in content or knowledge management systems
Experience designing training curriculum for service, retail, or call center managers and leaders
Familiarity with innovative facilitation tools and learning technologies
Understanding of adult learning principles and instructional design frameworks such as ADDIE or SAM
---
Skills & Competencies
To succeed in this role, you should possess the following competencies:
Strategic Thinking: Ability to align learning initiatives with business objectives and measure impact
Creative Problem-Solving: Innovative approach to addressing performance gaps through targeted learning solutions
Stakeholder Management: Skill in building relationships and influencing outcomes across multiple groups
Data-Driven Decision Making: Comfortable using analytics to inform training design and measure effectiveness
Adaptability: Thrives in ambiguous, rapidly changing environments
Collaboration: Works effectively with cross-functional teams and external partners
Project Management: Strong organizational skills with the ability to manage multiple priorities simultaneously
---
Career Growth & Learning Opportunities
At arenaflex, we invest in your professional development. As part of our Learning & Development team, you will have access to:
Comprehensive onboarding and continuous training opportunities
Exposure to global learning initiatives and best practices
Mentorship from experienced L&D leaders
Career advancement pathways into senior L&D roles or specialized areas such as talent development, organizational design, or learning technology
Participation in industry conferences, workshops, and professional certification programs
---
Work Environment & Culture
arenaflex fosters a culture of freedom and responsibility, where innovation is encouraged, and individual contributions are valued. Our work environment is characterized by:
Flexibility to work remotely or from our offices, depending on location and role requirements
Collaborative team culture that values diverse perspectives
Emphasis on work-life balance and employee well-being
Continuous feedback loops and open communication
Commitment to diversity, equity, and inclusion
We are currently considering applicants located in Mexico City, as well as fully-remote candidates based within Mexico. This position offers flexibility in work arrangements while maintaining close collaboration with team members and stakeholders.
---
Compensation & Benefits
arenaflex offers competitive compensation packages that reflect your experience, skills, and market location. Our benefits package includes:
Competitive salary range: $25 to $35 per hour (commensurate with experience)
Comprehensive health, dental, and vision insurance
401(k) retirement plan with company matching
Paid time off and parental leave
Professional development budget for training and certifications
Access to exclusive content and entertainment perks
Wellness programs and employee assistance resources
We carefully consider a wide range of compensation factors to determine fair and competitive pay. Your specific compensation will be based on market indicators, your unique job background, skills, and experience.
---
Join Our Team
If you're ready to make a meaningful impact on how customer service professionals learn and grow, we encourage you to apply for this exciting opportunity. At arenaflex, you'll be part of a team that's transforming the entertainment industry while building the future of work.
We value candidates who embrace challenge, communicate openly, and are passionate about delivering exceptional results. If you thrive in ambiguity, enjoy solving complex problems, and want to be part of a culture that encourages bold thinking, you'll feel right at home at arenaflex.
Don't miss this chance to join a team where your skills, creativity, and dedication will be recognized and rewarded. Apply today and take the first step toward an exciting career with arenaflex!
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Apply now to begin your journey with arenaflex!
Are you passionate about transforming how people learn and grow in a fast-paced, customer-centric environment? Do you have a knack for designing engaging training programs that drive measurable performance improvements? If so, arenaflex invites you to apply for this exciting opportunity to shape the future of our customer service operations through innovative learning solutions.
At arenaflex, we believe there's a better way to deliver exceptional entertainment experiences to millions of customers worldwide. Our Global Customer Service team plays a pivotal role in ensuring that every subscriber receives the support they deserve, and we're looking for a talented Learning & Development Program Manager to help us elevate our training capabilities to new heights.
---
About arenaflex
arenaflex is a global entertainment technology company dedicated to revolutionizing how people access and enjoy content. With millions of subscribers spanning across continents, we operate at the intersection of technology, creativity, and customer experience. Our commitment to excellence extends beyond our product offerings—it permeates every aspect of our organization, including how we invest in our people.
Our Learning & Development team is central to our strategy of maintaining world-class customer service. We recognize that our call center partners are the frontline ambassadors of the arenaflex brand, and their effectiveness directly impacts customer satisfaction and retention. That's why we're seeking a strategic thinker and accomplished instructional designer to join our team and drive meaningful learning initiatives across our partner network.
---
The Role Overview
As a Learning & Development Program Manager at arenaflex, you will be responsible for designing, developing, and deploying training programs that empower our outsourced call center partners to deliver exceptional customer experiences. This role offers a unique opportunity to work with multiple stakeholders across different regions, including our operations teams, subject matter experts, and external partner organizations.
You will report to the Regional Learning & Development Manager and collaborate closely with our global CS L&D team. The ideal candidate thrives in a dynamic environment, possesses strong project management skills, and has a proven track record of creating impactful learning experiences for diverse audiences.
---
Key Responsibilities
Program Management
Outline, document, and maintain the scope of all regional L&D projects and initiatives
Create, track, and maintain comprehensive project plans with clear milestones and deliverables
Develop trusting partnerships with outsourced call center providers and serve as the primary point of contact for all training-related matters
Ensure successful training rollouts and launches by coordinating effectively with internal and external stakeholders
Align with the broader CS learning and development team and key international partners to ensure consistency in priorities and initiatives
Manage relationships with multiple vendor partners and ensure they meet our quality and performance standards
Learning Content Development & Instructional Design
Conduct thorough gap analysis to identify performance and training opportunities across different audience levels
Prioritize identified gaps and develop documented strategies to address performance deficiencies
Research content and collaborate with subject matter experts to develop locally relevant and globally consistent training curriculum
Design and develop diverse learning solutions including instructor-led training, virtual sessions, e-learning modules, and blended learning programs
Create comprehensive course materials including facilitator guides, learner workbooks, presentation media, job aids, and knowledge assessments
Finalize materials through rigorous review processes and pilot testing to ensure effectiveness
Measure and demonstrate the impact of training programs through analytics and performance metrics
Facilitation
Deliver learning content in both face-to-face and virtual environments to various leadership audiences
Pilot newly designed curriculum and gather feedback for continuous improvement
Run train-the-trainer programs to build capacity within our partner organizations
Coach and develop call center leaders to co-facilitate learning sessions and reinforce training concepts
Partner Management & Relationship Building
Partner with training and operational teams at our outsourced call center providers to drive overall performance improvements
Guide partner organizations to achieve success through appropriate training, support, and targeted initiatives
Build and maintain robust L&D governance frameworks including data analysis, partner support structures, intake processes, and evaluation mechanisms
Stakeholder Management
Build and foster strong partnerships with regional CS colleagues and serve as an effective advocate for the local L&D team
Actively contribute to the overall CS business by participating in learning opportunity identification and prioritization
Collaborate with business leaders to transform operational challenges into learning and development opportunities
---
What You Should Have
Essential Qualifications
3+ years of experience designing soft skills and technical learning solutions, including comprehensive onboarding programs for call center agents at various levels, from entry-level representatives to senior leaders
Proven experience designing and facilitating learning offerings ranging from brief 15-minute sessions to extensive multi-week classroom experiences
Strong working knowledge of Learning Management Systems (LMS) and digital learning strategies
Excellent facilitation skills with experience delivering instructor-led programs to diverse audiences
Solid project management experience with the ability to collaborate effectively with cross-functional teams
Exceptional communication skills with meticulous attention to detail
Experience working in a fast-paced, results-oriented, data-driven environment
High degree of independence with excellent time management and self-direction capabilities
Bachelor's degree in Instructional Design, Education, Human Resources, or a related field; Master's degree preferred
Fluency in Portuguese and English is required; Spanish language skills are a plus
Preferred Qualifications
Experience working in a cross-cultural global environment
Background in content or knowledge management systems
Experience designing training curriculum for service, retail, or call center managers and leaders
Familiarity with innovative facilitation tools and learning technologies
Understanding of adult learning principles and instructional design frameworks such as ADDIE or SAM
---
Skills & Competencies
To succeed in this role, you should possess the following competencies:
Strategic Thinking: Ability to align learning initiatives with business objectives and measure impact
Creative Problem-Solving: Innovative approach to addressing performance gaps through targeted learning solutions
Stakeholder Management: Skill in building relationships and influencing outcomes across multiple groups
Data-Driven Decision Making: Comfortable using analytics to inform training design and measure effectiveness
Adaptability: Thrives in ambiguous, rapidly changing environments
Collaboration: Works effectively with cross-functional teams and external partners
Project Management: Strong organizational skills with the ability to manage multiple priorities simultaneously
---
Career Growth & Learning Opportunities
At arenaflex, we invest in your professional development. As part of our Learning & Development team, you will have access to:
Comprehensive onboarding and continuous training opportunities
Exposure to global learning initiatives and best practices
Mentorship from experienced L&D leaders
Career advancement pathways into senior L&D roles or specialized areas such as talent development, organizational design, or learning technology
Participation in industry conferences, workshops, and professional certification programs
---
Work Environment & Culture
arenaflex fosters a culture of freedom and responsibility, where innovation is encouraged, and individual contributions are valued. Our work environment is characterized by:
Flexibility to work remotely or from our offices, depending on location and role requirements
Collaborative team culture that values diverse perspectives
Emphasis on work-life balance and employee well-being
Continuous feedback loops and open communication
Commitment to diversity, equity, and inclusion
We are currently considering applicants located in Mexico City, as well as fully-remote candidates based within Mexico. This position offers flexibility in work arrangements while maintaining close collaboration with team members and stakeholders.
---
Compensation & Benefits
arenaflex offers competitive compensation packages that reflect your experience, skills, and market location. Our benefits package includes:
Competitive salary range: $25 to $35 per hour (commensurate with experience)
Comprehensive health, dental, and vision insurance
401(k) retirement plan with company matching
Paid time off and parental leave
Professional development budget for training and certifications
Access to exclusive content and entertainment perks
Wellness programs and employee assistance resources
We carefully consider a wide range of compensation factors to determine fair and competitive pay. Your specific compensation will be based on market indicators, your unique job background, skills, and experience.
---
Join Our Team
If you're ready to make a meaningful impact on how customer service professionals learn and grow, we encourage you to apply for this exciting opportunity. At arenaflex, you'll be part of a team that's transforming the entertainment industry while building the future of work.
We value candidates who embrace challenge, communicate openly, and are passionate about delivering exceptional results. If you thrive in ambiguity, enjoy solving complex problems, and want to be part of a culture that encourages bold thinking, you'll feel right at home at arenaflex.
Don't miss this chance to join a team where your skills, creativity, and dedication will be recognized and rewarded. Apply today and take the first step toward an exciting career with arenaflex!
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Apply now to begin your journey with arenaflex!