Senior Manager, Learning & Quality – Technical Customer Support Operations | Global Learning Strategy & AI-Driven Quality Assurance Leadership
About arenaflex
Welcome to arenaflex, where innovation meets exceptional customer experiences. We are at the forefront of transforming how technology companies deliver world-class customer support through cutting-edge learning strategies, AI-powered quality assurance, and next-generation knowledge management systems. As part of our rapidly expanding Technical Customer Support division, we are seeking a visionary Senior Manager, Learning & Quality to lead our global learning initiatives and quality assurance programs across multiple regions.
At arenaflex, we believe that the foundation of outstanding customer support lies in empowered, well-trained team members who have access to the right information at the right time. Our commitment to excellence extends beyond just solving customer issues – we are building the future of customer service through intelligent automation, innovative learning modalities, and data-driven quality improvements. This is your opportunity to join a dynamic, forward-thinking organization that values innovation, diversity, and professional growth.
Position Overview
Are you a strategic leader passionate about transforming learning and quality functions in a fast-paced, technology-driven environment? arenaflex is seeking an experienced Senior Manager, Learning & Quality to oversee our global learning strategy, knowledge assets management, and quality assurance initiatives for our Technical Customer Support operations.
This pivotal leadership role requires a unique blend of strategic vision, technical acumen, and people leadership. You will be responsible for developing and executing comprehensive learning programs, implementing AI-driven automation solutions, and establishing quality frameworks that elevate customer experience across all touchpoints. You will lead a team of talented leaders and work collaboratively across departments to drive innovation and operational excellence.
Key Responsibilities
Strategic Leadership & Vision Development
Design and implement the comprehensive strategic roadmap for global learning, knowledge assets, and quality assurance programs aligned with organizational objectives
Establish clear goals and key performance indicators (KPIs) for the learning and quality functions, ensuring measurable outcomes and continuous improvement
Champion innovation by identifying emerging trends in adult learning methodologies, AI applications, and quality management best practices
Translate organizational vision into actionable strategies that drive team performance and enhance customer satisfaction
Present strategic recommendations and progress reports to senior leadership, influencing key decisions and securing stakeholder buy-in
AI & Automation Implementation
Lead the evaluation, selection, and deployment of AI-powered solutions to optimize learning modalities, knowledge resources, and quality assurance processes
Conduct rigorous experimentation and pilot programs testing new AI-driven tools and emerging technologies
Implement innovative learning modalities and media formats to improve training effectiveness for operational and technical product support at scale
Identify opportunities for process automation that enhance efficiency, reduce errors, and improve response times
Stay current with AI advancements in the customer service industry and recommend strategic investments
Learning & Development Excellence
Oversee the creation and management of comprehensive learning curricula for customer support representatives across all regions
Design and maintain robust knowledge asset structures that enable rapid information retrieval and consistency
Apply core principles of adult learning, instructional design, and knowledge management to maximize training effectiveness
Develop competency frameworks and career pathing programs that support professional development and retention
Evaluate training program ROI and implement data-driven improvements
Quality Assurance & Performance Management
Establish global quality assurance standards and monitoring frameworks that ensure consistent customer experience
Implement quality measurement systems, including customer feedback analysis, call evaluations, and performance dashboards
Drive continuous improvement initiatives based on quality insights and performance data
Collaborate with operations leaders to address quality gaps and implement corrective actions
Foster a culture of quality consciousness and accountability throughout the organization
Team Leadership & Cross-Functional Collaboration
Lead, mentor, and develop a high-performing team of learning and quality professionals
Work effectively with cross-functional stakeholders including operations, finance, technology, and external partner teams
Manage relationships with third-party vendors and service providers
Coordinate with regional leadership across the Americas, EMEA, and Rest of World (ROW) to ensure global consistency
Lead multiple complex projects simultaneously while maintaining attention to detail and meeting deadlines
Qualifications & Requirements
Essential Qualifications
Experience: Minimum 10+ years of progressive work experience in contact center management, organizational development, training design, knowledge management, and quality assurance
Leadership: 5+ years of demonstrated team management experience, with a track record of building and developing high-performing teams
Project Management: 5+ years of cross-functional project delivery experience with proven ability to manage complex, multi-stakeholder initiatives
Program Management: 5+ years of program or project management experience with strong organizational and multitasking capabilities
Analytical Skills: Proven experience defining program requirements and utilizing data and metrics to drive improvements and measure success
Communication: Demonstrated experience managing, analyzing, and communicating results to senior leadership with clarity and impact
Education: Bachelor's degree in a related field (Business, Human Resources, Instructional Design, or equivalent)
Technical Background: 7+ years of experience working cross-functionally with both technical and non-technical teams
Preferred Qualifications
Master's degree in a related discipline (Organizational Development, Instructional Technology, Business Administration, or similar)
Extensive background in contact center automation and AI implementation
Experience working in a customer contact center environment with deep understanding of customer journey dynamics
International assignment experience with demonstrated ability to work across diverse geographies and cultures
Cross-functional experience in areas outside of training and development (operations, technology, finance, or consulting)
Familiarity with business, financial, and process improvement tools, concepts, and methodologies (Six Sigma, Lean, Agile, etc.)
Strong strategy and design skills, including evaluation methodologies and experience with global program design
Skills & Competencies
To thrive in this role at arenaflex, you will demonstrate the following key competencies:
Strategic Thinking: Ability to develop long-term vision and translate it into actionable plans that deliver measurable business outcomes
Innovation Mindset: Natural curiosity and willingness to explore new technologies, methodologies, and approaches to problem-solving
Data-Driven Decision Making: Strong analytical skills with the ability to interpret complex data and translate insights into strategic actions
Executive Presence: Excellent communication and presentation skills with the ability to influence senior stakeholders
Agile Leadership: Adaptability to changing priorities and comfort with ambiguity in a fast-paced environment
Collaboration: Strong interpersonal skills with the ability to build relationships and work effectively across functional boundaries
Customer Focus: Deep commitment to understanding customer needs and delivering exceptional experiences
Career Growth & Development Opportunities
At arenaflex, we are invested in your professional growth and development. As our Senior Manager, Learning & Quality, you will have access to:
Leadership development programs designed to enhance your strategic capabilities
Exposure to cutting-edge AI and automation technologies in the customer service space
Cross-functional mobility opportunities across different business units and geographies
Mentorship from senior executives and industry experts
Continuous learning resources including conferences, workshops, and professional certifications
A clear career progression pathway toward director-level and executive positions
Work Environment & Culture
arenaflex offers a dynamic, fast-paced work environment where innovation is celebrated and new ideas are embraced. Our culture is built on collaboration, inclusion, and a relentless focus on customer satisfaction. You will work alongside talented professionals who are passionate about transforming the customer support industry.
We believe in work-life balance and offer flexible work arrangements, including hybrid and remote options. Our offices are designed to foster creativity and collaboration, with state-of-the-art technology and comfortable workspaces. We host regular team-building events, knowledge-sharing sessions, and social activities that strengthen our community bonds.
arenaflex is committed to diversity and inclusion. We believe that diverse teams make better decisions and drive innovation. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. We welcome applicants from all backgrounds and provide accommodations for individuals with disabilities.
Compensation & Benefits
arenaflex offers a comprehensive and competitive total rewards package that includes:
Attractive base salary with performance-based bonus opportunities
Equity/stock participation programs
Comprehensive health, dental, and vision insurance coverage
401(k) retirement plan with company matching
Generous paid time off (PTO) and holidays
Parental leave and family support programs
Professional development budget and tuition reimbursement
Wellness programs and fitness center discounts
Employee assistance program (EAP) for mental health and life support
Join Our Team
If you are a visionary leader who thrives in fast-paced, innovative environments and is passionate about transforming learning and quality in customer support, we want to hear from you. This is your chance to make a significant impact at arenaflex, shape the future of customer service, and advance your career with a global technology leader.
Apply today and become part of a team that is redefining what's possible in customer experience. Together, we will continue to innovate, grow, and deliver exceptional results for our customers and stakeholders worldwide.
arenaflex is committed to attracting, retaining, and cultivating diverse talent. We encourage candidates from all backgrounds to apply and join us in building the future of customer support.
Welcome to arenaflex, where innovation meets exceptional customer experiences. We are at the forefront of transforming how technology companies deliver world-class customer support through cutting-edge learning strategies, AI-powered quality assurance, and next-generation knowledge management systems. As part of our rapidly expanding Technical Customer Support division, we are seeking a visionary Senior Manager, Learning & Quality to lead our global learning initiatives and quality assurance programs across multiple regions.
At arenaflex, we believe that the foundation of outstanding customer support lies in empowered, well-trained team members who have access to the right information at the right time. Our commitment to excellence extends beyond just solving customer issues – we are building the future of customer service through intelligent automation, innovative learning modalities, and data-driven quality improvements. This is your opportunity to join a dynamic, forward-thinking organization that values innovation, diversity, and professional growth.
Position Overview
Are you a strategic leader passionate about transforming learning and quality functions in a fast-paced, technology-driven environment? arenaflex is seeking an experienced Senior Manager, Learning & Quality to oversee our global learning strategy, knowledge assets management, and quality assurance initiatives for our Technical Customer Support operations.
This pivotal leadership role requires a unique blend of strategic vision, technical acumen, and people leadership. You will be responsible for developing and executing comprehensive learning programs, implementing AI-driven automation solutions, and establishing quality frameworks that elevate customer experience across all touchpoints. You will lead a team of talented leaders and work collaboratively across departments to drive innovation and operational excellence.
Key Responsibilities
Strategic Leadership & Vision Development
Design and implement the comprehensive strategic roadmap for global learning, knowledge assets, and quality assurance programs aligned with organizational objectives
Establish clear goals and key performance indicators (KPIs) for the learning and quality functions, ensuring measurable outcomes and continuous improvement
Champion innovation by identifying emerging trends in adult learning methodologies, AI applications, and quality management best practices
Translate organizational vision into actionable strategies that drive team performance and enhance customer satisfaction
Present strategic recommendations and progress reports to senior leadership, influencing key decisions and securing stakeholder buy-in
AI & Automation Implementation
Lead the evaluation, selection, and deployment of AI-powered solutions to optimize learning modalities, knowledge resources, and quality assurance processes
Conduct rigorous experimentation and pilot programs testing new AI-driven tools and emerging technologies
Implement innovative learning modalities and media formats to improve training effectiveness for operational and technical product support at scale
Identify opportunities for process automation that enhance efficiency, reduce errors, and improve response times
Stay current with AI advancements in the customer service industry and recommend strategic investments
Learning & Development Excellence
Oversee the creation and management of comprehensive learning curricula for customer support representatives across all regions
Design and maintain robust knowledge asset structures that enable rapid information retrieval and consistency
Apply core principles of adult learning, instructional design, and knowledge management to maximize training effectiveness
Develop competency frameworks and career pathing programs that support professional development and retention
Evaluate training program ROI and implement data-driven improvements
Quality Assurance & Performance Management
Establish global quality assurance standards and monitoring frameworks that ensure consistent customer experience
Implement quality measurement systems, including customer feedback analysis, call evaluations, and performance dashboards
Drive continuous improvement initiatives based on quality insights and performance data
Collaborate with operations leaders to address quality gaps and implement corrective actions
Foster a culture of quality consciousness and accountability throughout the organization
Team Leadership & Cross-Functional Collaboration
Lead, mentor, and develop a high-performing team of learning and quality professionals
Work effectively with cross-functional stakeholders including operations, finance, technology, and external partner teams
Manage relationships with third-party vendors and service providers
Coordinate with regional leadership across the Americas, EMEA, and Rest of World (ROW) to ensure global consistency
Lead multiple complex projects simultaneously while maintaining attention to detail and meeting deadlines
Qualifications & Requirements
Essential Qualifications
Experience: Minimum 10+ years of progressive work experience in contact center management, organizational development, training design, knowledge management, and quality assurance
Leadership: 5+ years of demonstrated team management experience, with a track record of building and developing high-performing teams
Project Management: 5+ years of cross-functional project delivery experience with proven ability to manage complex, multi-stakeholder initiatives
Program Management: 5+ years of program or project management experience with strong organizational and multitasking capabilities
Analytical Skills: Proven experience defining program requirements and utilizing data and metrics to drive improvements and measure success
Communication: Demonstrated experience managing, analyzing, and communicating results to senior leadership with clarity and impact
Education: Bachelor's degree in a related field (Business, Human Resources, Instructional Design, or equivalent)
Technical Background: 7+ years of experience working cross-functionally with both technical and non-technical teams
Preferred Qualifications
Master's degree in a related discipline (Organizational Development, Instructional Technology, Business Administration, or similar)
Extensive background in contact center automation and AI implementation
Experience working in a customer contact center environment with deep understanding of customer journey dynamics
International assignment experience with demonstrated ability to work across diverse geographies and cultures
Cross-functional experience in areas outside of training and development (operations, technology, finance, or consulting)
Familiarity with business, financial, and process improvement tools, concepts, and methodologies (Six Sigma, Lean, Agile, etc.)
Strong strategy and design skills, including evaluation methodologies and experience with global program design
Skills & Competencies
To thrive in this role at arenaflex, you will demonstrate the following key competencies:
Strategic Thinking: Ability to develop long-term vision and translate it into actionable plans that deliver measurable business outcomes
Innovation Mindset: Natural curiosity and willingness to explore new technologies, methodologies, and approaches to problem-solving
Data-Driven Decision Making: Strong analytical skills with the ability to interpret complex data and translate insights into strategic actions
Executive Presence: Excellent communication and presentation skills with the ability to influence senior stakeholders
Agile Leadership: Adaptability to changing priorities and comfort with ambiguity in a fast-paced environment
Collaboration: Strong interpersonal skills with the ability to build relationships and work effectively across functional boundaries
Customer Focus: Deep commitment to understanding customer needs and delivering exceptional experiences
Career Growth & Development Opportunities
At arenaflex, we are invested in your professional growth and development. As our Senior Manager, Learning & Quality, you will have access to:
Leadership development programs designed to enhance your strategic capabilities
Exposure to cutting-edge AI and automation technologies in the customer service space
Cross-functional mobility opportunities across different business units and geographies
Mentorship from senior executives and industry experts
Continuous learning resources including conferences, workshops, and professional certifications
A clear career progression pathway toward director-level and executive positions
Work Environment & Culture
arenaflex offers a dynamic, fast-paced work environment where innovation is celebrated and new ideas are embraced. Our culture is built on collaboration, inclusion, and a relentless focus on customer satisfaction. You will work alongside talented professionals who are passionate about transforming the customer support industry.
We believe in work-life balance and offer flexible work arrangements, including hybrid and remote options. Our offices are designed to foster creativity and collaboration, with state-of-the-art technology and comfortable workspaces. We host regular team-building events, knowledge-sharing sessions, and social activities that strengthen our community bonds.
arenaflex is committed to diversity and inclusion. We believe that diverse teams make better decisions and drive innovation. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. We welcome applicants from all backgrounds and provide accommodations for individuals with disabilities.
Compensation & Benefits
arenaflex offers a comprehensive and competitive total rewards package that includes:
Attractive base salary with performance-based bonus opportunities
Equity/stock participation programs
Comprehensive health, dental, and vision insurance coverage
401(k) retirement plan with company matching
Generous paid time off (PTO) and holidays
Parental leave and family support programs
Professional development budget and tuition reimbursement
Wellness programs and fitness center discounts
Employee assistance program (EAP) for mental health and life support
Join Our Team
If you are a visionary leader who thrives in fast-paced, innovative environments and is passionate about transforming learning and quality in customer support, we want to hear from you. This is your chance to make a significant impact at arenaflex, shape the future of customer service, and advance your career with a global technology leader.
Apply today and become part of a team that is redefining what's possible in customer experience. Together, we will continue to innovate, grow, and deliver exceptional results for our customers and stakeholders worldwide.
arenaflex is committed to attracting, retaining, and cultivating diverse talent. We encourage candidates from all backgrounds to apply and join us in building the future of customer support.