Experienced Training Manager, Customer Experience – Driving Excellence in Omnichannel Support

At arenaflex, we're revolutionizing the grocery industry by making it easier for people to access the food they love and more time to enjoy it together. As a Training Manager, Customer Experience, you'll play a pivotal role in shaping the future of customer support at arenaflex. Our team is dedicated to delivering an exceptional customer experience, and we're looking for a seasoned training professional to join our ranks.

About arenaflex

arenaflex is a Flex First company that believes in the power of flexibility and community. We're not just a grocery delivery service; we're a lifeline for millions of people, and we're committed to making a positive impact on our community. Our employees have the freedom to choose where they do their best work, whether it's from home, an office, or their favorite coffee shop. We're a team that values diversity, inclusivity, and collaboration, and we're excited to welcome like-minded individuals to our family.

The Role

As a Training Manager, Customer Experience, you'll be responsible for leading the development and delivery of best-in-class training programs and content. You'll work closely with team members across different levels and tenures to design and deliver impactful training sessions that improve knowledge gaps, quality of customer interactions, and efficiency of agent day-to-day operations. You'll also collaborate with external partner teams to ensure consistent processes and quality across the enterprise.

Key Responsibilities

* Lead, coach, and enhance the skills and product knowledge of training facilitators to achieve our strategic training vision

• Develop and execute a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally
• Lead the design, implementation, and optimization of impactful learning programs, including onboarding and continuous training sessions for new and existing team members
• Define and analyze critical metrics for training activities to measure effectiveness and drive continuous improvement efforts
• Identify and implement progressive tools and technology enablers that enhance the effectiveness and efficiency of training classes
• Collaborate closely with Vendor Management teams to ensure consistency in learning development and knowledge retention across the enterprise

About You

We're looking for a seasoned training professional with a passion for customer experience and a track record of delivering high-impact training programs. Here are the minimum qualifications we're looking for:

• 10+ years of Customer Support experience
• Minimum 5+ years in training and development, preferably within a contact center environment or tech industry
• 5+ years of experience as a people leader
• 5+ years of experience in curriculum design/development
• Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles
• Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
• Strong organizational and project management skills, with the ability to manage multiple priorities and stakeholders simultaneously
• Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences

Preferred Qualifications

* Worked within multichannel support operations (voice, chat, email, sms)

• Experience in startups, marketplaces, or e-commerce
• Familiarity with working with large, diverse customer support, and operations organizations
• Extensive understanding of agent tools, processes, and best practices in customer support operations
• Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences
• Bachelor’s degree in Education, Business Administration, or a related field; advanced degree or certifications in Training and Development

What We Offer

arenaflex provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote, and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For US-based candidates, the base pay ranges for a successful candidate are listed below:

• CA, NY, CT, NJ: $141,000—$157,000 USD
• WA: $136,000—$151,000 USD
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $130,000—$144,000 USD
• All other states: $117,000—$130,000 USD

Join Our Team

If you're a seasoned training professional with a passion for customer experience, we want to hear from you. Apply now to join our team and help shape the future of customer support at arenaflex. Apply to this job Apply To this Job

Why arenaflex?

* We're a Flex First company that values flexibility and community

• We're a team that's passionate about making a positive impact on our community
• We offer highly market-competitive compensation and benefits
• We're committed to continuous learning and development
• We're a company that values diversity, inclusivity, and collaboration

What's Next?

If you're ready to take your career to the next level and join a team that's shaping the future of customer support, apply now. We can't wait to hear from you! Apply for this job