Experienced Learning & Development Program Manager – Customer Service Training & Development
---
Join arenaflex: Shape the Future of Entertainment
At arenaflex, we're not just streaming content – we're revolutionizing how the world experiences entertainment. We believe there should always be "a better way to watch," and that philosophy extends to everything we do, including how we support and develop our incredible teams. Our customers are at the heart of everything we do, and we're looking for a talented Learning & Development Program Manager to help us deliver world-class training experiences that empower our customer service teams to deliver exceptional experiences.
Are you passionate about creating impactful learning experiences? Do you thrive in fast-paced environments where you can make a real difference in how organizations train and develop their people? If so, we want to hear from you!
About the Role
We're seeking an experienced Learning & Development Program Manager to join our Customer Service Learning & Development team. In this role, you'll be responsible for designing, developing, and delivering training programs that have a direct impact on our customer service representatives, our customers, and the overall business. You'll work closely with our outsourced call center partners and be a strong partner to both our regional team and the global CS learning and development team.
This position reports to the Learning & Development Manager and offers the opportunity to develop effective and engaging learning experiences for some of the best call center professionals and leaders in the industry.
Key Responsibilities
Program Management
Outline, document, and maintain the scope of all local L&D projects
Create, track, and maintain comprehensive project plans
Develop trusting partnerships with outsourced call center partners in the region
Serve as a valuable point of contact for all trainers in outsourced facilities
Coordinate successful training rollouts and launches
Work closely with the broader CS learning and development team
Collaborate with internal international and regional partners and stakeholders
Ensure alignment around key priorities and initiatives
Learning Content Development & Instructional Design
Conduct gap analysis for performance and training opportunities
Identify local and global curriculum needs for tool-based technical and behavioral soft skills
Prioritize identified gaps and document strategies, findings, and recommendations
Research content and collaborate with Subject Matter Experts (SMEs)
Develop locally and globally valid training curriculum
Create diverse learning solutions including instructor-led, virtual, e-learning, and blended learning approaches
Develop essential course collateral including facilitator and learner materials, presentation media, job aids, and knowledge assessments
Finalize materials through reviews, pilot tests, and quality assurance processes
Measure and demonstrate the impact of training programs
Facilitation
Deliver learning materials in face-to-face and virtual environments
Present to leadership audiences and pilot newly designed curriculum
Run train-the-trainer programs for call center trainers
Educate and develop call center leaders to co-facilitate learning material delivery
Partner Management & Relationship Building
Partner with training and operational teams of outsourced call center providers
Contribute to the overall performance of the CS business
Guide partner teams to achieve success with the right courses, support, and projects
Build and drive L&D governance including data analysis, partner support team structure, intake framework, and evaluation framework
Stakeholder Management
Build and foster strong partnerships with regional CS colleagues
Serve as an effective voice of the local L&D team
Be an active partner in the overall CS business by participating in learning opportunities, priorities, and impact assessment
Collaborate with business leaders to transform operational opportunities into L&D opportunities
What We're Looking For
Essential Qualifications
3+ years of experience designing soft skills and technical learning solutions, including onboarding programs focused across a range of levels: call center agents, senior call center representatives, emerging leaders, and senior leadership audiences
Experience designing and facilitating learning offerings ranging from 15-minute learning sessions to multi-week classroom experiences
Experience with Learning Management Systems (LMS) and virtual learning strategies
Strong facilitation experience in various instructor-led programs for diverse audiences
Project management experience with the ability to collaborate effectively with teams and stakeholders
Excellent communication skills and attention to detail
Experience working in a fast-paced, results-oriented, data-driven environment
High degree of independence and ability to manage own time efficiently
Bachelor's degree in Instructional Design, Education, Human Resources, or a related field
Fluent in Portuguese and English (Spanish is a plus)
Preferred Qualifications
Master's degree in a related field
Experience working in a cross-cultural global environment
Experience with content/knowledge management systems
Experience designing training curriculum for service, retail, or call center managers/leaders
Experience with innovative facilitation tools and methodologies
Understanding of adult learning principles and instructional design models
Data analysis skills to measure training effectiveness and ROI
Work Location & Flexibility
We're considering applicants who are located in Mexico City, as well as fully-remote candidates within Mexico. At arenaflex, we embrace flexibility and want to find the arrangement that works best for you while ensuring we can collaborate effectively as a team.
Why Join arenaflex?
At arenaflex, we believe in freedom and responsibility. We don't have policies for everything – instead, we trust our team members to make smart decisions. Here are some of the benefits of joining our team:
Competitive Compensation: We carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience.
Career Growth: We invest in your professional development and offer numerous opportunities for advancement within the organization.
Learning Culture: You'll work alongside talented professionals and have access to continuous learning opportunities.
Inclusive Environment: We celebrate diversity and create an inclusive workplace where everyone can thrive.
Work-Life Balance: We believe in sustainable high performance and encourage healthy work-life integration.
Innovative Culture: Be part of a company that's constantly pushing boundaries and reimagining what's possible.
Who You Are
You're someone who loves to design elegant learning solutions and is comfortable exploring new technologies and methodologies independently. You excel at analyzing performance gaps and transforming them into meaningful learning experiences. You're skilled at working with stakeholders across different levels and functions, and you're passionate about helping others grow and succeed.
You bring strong communication skills, creative problem-solving abilities, and a genuine enthusiasm for developing people. You appreciate the importance of great documentation and measurement. You relate to and embrace many of the aspects of arenaflex's culture – you enjoy working independently while also participating and giving/receiving candid feedback.
You're comfortable working in a rapidly changing environment with ambiguous requirements. You're nimble, adaptable, and take smart risks while maintaining quality and attention to detail.
Ready to Make an Impact?
If you're passionate about creating transformative learning experiences and want to be part of a company that's shaping the future of entertainment, we encourage you to apply! This is a fantastic opportunity to join a dynamic team, work on meaningful projects, and help shape how we develop our people to deliver exceptional customer experiences.
At arenaflex, we're looking for exceptional people who want to do the best work of their careers. If that's you, we'd love to hear from you!
Note: The compensation range for this position is $25-$35 per hour, commensurate with experience and qualifications. Final compensation will be determined based on various factors including location, experience, and market indicators.
Apply now and become part of the arenaflex team!
Join arenaflex: Shape the Future of Entertainment
At arenaflex, we're not just streaming content – we're revolutionizing how the world experiences entertainment. We believe there should always be "a better way to watch," and that philosophy extends to everything we do, including how we support and develop our incredible teams. Our customers are at the heart of everything we do, and we're looking for a talented Learning & Development Program Manager to help us deliver world-class training experiences that empower our customer service teams to deliver exceptional experiences.
Are you passionate about creating impactful learning experiences? Do you thrive in fast-paced environments where you can make a real difference in how organizations train and develop their people? If so, we want to hear from you!
About the Role
We're seeking an experienced Learning & Development Program Manager to join our Customer Service Learning & Development team. In this role, you'll be responsible for designing, developing, and delivering training programs that have a direct impact on our customer service representatives, our customers, and the overall business. You'll work closely with our outsourced call center partners and be a strong partner to both our regional team and the global CS learning and development team.
This position reports to the Learning & Development Manager and offers the opportunity to develop effective and engaging learning experiences for some of the best call center professionals and leaders in the industry.
Key Responsibilities
Program Management
Outline, document, and maintain the scope of all local L&D projects
Create, track, and maintain comprehensive project plans
Develop trusting partnerships with outsourced call center partners in the region
Serve as a valuable point of contact for all trainers in outsourced facilities
Coordinate successful training rollouts and launches
Work closely with the broader CS learning and development team
Collaborate with internal international and regional partners and stakeholders
Ensure alignment around key priorities and initiatives
Learning Content Development & Instructional Design
Conduct gap analysis for performance and training opportunities
Identify local and global curriculum needs for tool-based technical and behavioral soft skills
Prioritize identified gaps and document strategies, findings, and recommendations
Research content and collaborate with Subject Matter Experts (SMEs)
Develop locally and globally valid training curriculum
Create diverse learning solutions including instructor-led, virtual, e-learning, and blended learning approaches
Develop essential course collateral including facilitator and learner materials, presentation media, job aids, and knowledge assessments
Finalize materials through reviews, pilot tests, and quality assurance processes
Measure and demonstrate the impact of training programs
Facilitation
Deliver learning materials in face-to-face and virtual environments
Present to leadership audiences and pilot newly designed curriculum
Run train-the-trainer programs for call center trainers
Educate and develop call center leaders to co-facilitate learning material delivery
Partner Management & Relationship Building
Partner with training and operational teams of outsourced call center providers
Contribute to the overall performance of the CS business
Guide partner teams to achieve success with the right courses, support, and projects
Build and drive L&D governance including data analysis, partner support team structure, intake framework, and evaluation framework
Stakeholder Management
Build and foster strong partnerships with regional CS colleagues
Serve as an effective voice of the local L&D team
Be an active partner in the overall CS business by participating in learning opportunities, priorities, and impact assessment
Collaborate with business leaders to transform operational opportunities into L&D opportunities
What We're Looking For
Essential Qualifications
3+ years of experience designing soft skills and technical learning solutions, including onboarding programs focused across a range of levels: call center agents, senior call center representatives, emerging leaders, and senior leadership audiences
Experience designing and facilitating learning offerings ranging from 15-minute learning sessions to multi-week classroom experiences
Experience with Learning Management Systems (LMS) and virtual learning strategies
Strong facilitation experience in various instructor-led programs for diverse audiences
Project management experience with the ability to collaborate effectively with teams and stakeholders
Excellent communication skills and attention to detail
Experience working in a fast-paced, results-oriented, data-driven environment
High degree of independence and ability to manage own time efficiently
Bachelor's degree in Instructional Design, Education, Human Resources, or a related field
Fluent in Portuguese and English (Spanish is a plus)
Preferred Qualifications
Master's degree in a related field
Experience working in a cross-cultural global environment
Experience with content/knowledge management systems
Experience designing training curriculum for service, retail, or call center managers/leaders
Experience with innovative facilitation tools and methodologies
Understanding of adult learning principles and instructional design models
Data analysis skills to measure training effectiveness and ROI
Work Location & Flexibility
We're considering applicants who are located in Mexico City, as well as fully-remote candidates within Mexico. At arenaflex, we embrace flexibility and want to find the arrangement that works best for you while ensuring we can collaborate effectively as a team.
Why Join arenaflex?
At arenaflex, we believe in freedom and responsibility. We don't have policies for everything – instead, we trust our team members to make smart decisions. Here are some of the benefits of joining our team:
Competitive Compensation: We carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience.
Career Growth: We invest in your professional development and offer numerous opportunities for advancement within the organization.
Learning Culture: You'll work alongside talented professionals and have access to continuous learning opportunities.
Inclusive Environment: We celebrate diversity and create an inclusive workplace where everyone can thrive.
Work-Life Balance: We believe in sustainable high performance and encourage healthy work-life integration.
Innovative Culture: Be part of a company that's constantly pushing boundaries and reimagining what's possible.
Who You Are
You're someone who loves to design elegant learning solutions and is comfortable exploring new technologies and methodologies independently. You excel at analyzing performance gaps and transforming them into meaningful learning experiences. You're skilled at working with stakeholders across different levels and functions, and you're passionate about helping others grow and succeed.
You bring strong communication skills, creative problem-solving abilities, and a genuine enthusiasm for developing people. You appreciate the importance of great documentation and measurement. You relate to and embrace many of the aspects of arenaflex's culture – you enjoy working independently while also participating and giving/receiving candid feedback.
You're comfortable working in a rapidly changing environment with ambiguous requirements. You're nimble, adaptable, and take smart risks while maintaining quality and attention to detail.
Ready to Make an Impact?
If you're passionate about creating transformative learning experiences and want to be part of a company that's shaping the future of entertainment, we encourage you to apply! This is a fantastic opportunity to join a dynamic team, work on meaningful projects, and help shape how we develop our people to deliver exceptional customer experiences.
At arenaflex, we're looking for exceptional people who want to do the best work of their careers. If that's you, we'd love to hear from you!
Note: The compensation range for this position is $25-$35 per hour, commensurate with experience and qualifications. Final compensation will be determined based on various factors including location, experience, and market indicators.
Apply now and become part of the arenaflex team!