# Senior Learning & Development Program Manager – Customer Service Training Excellence

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Join arenaflex: Shape the Future of Entertainment Through World-Class Learning Experiences

Are you passionate about transforming how people learn and grow in fast-paced, customer-centric environments? Do you thrive on designing innovative training solutions that make a measurable impact on teams and businesses? If so, arenaflex invites you to join our dynamic Learning & Development team as a Senior L&D Program Manager for our Customer Service Operations.

At arenaflex, we believe there's a better way to entertain the world. Our commitment to excellence, simplicity, and putting our members first has made us a global leader in streaming entertainment. But none of this would be possible without the incredible individuals who support our millions of subscribers worldwide. That's where you come in.

We're seeking an experienced Learning & Development professional who is ready to make a significant impact by designing, developing, and delivering training programs that empower our customer service teams to deliver exceptional experiences. This is a unique opportunity to work with a world-renowned company, collaborate with global stakeholders, and shape the learning journey for thousands of customer service professionals.

About the Role

As the Senior Learning & Development Program Manager for our Customer Service Operations, you will be responsible for understanding the learning needs of our outsourced call center partners and serving as a strong liaison between our internal teams and external training providers. You'll play a critical role in ensuring that our customer service representatives, team leaders, and managers have the skills, knowledge, and tools they need to excel in their roles.

This position reports to the Regional Learning & Development Manager and offers the exciting opportunity to create effective and engaging learning experiences for some of the best call center professionals and leaders in the industry. You'll have the chance to work across multiple regions, collaborate with cross-functional teams, and contribute directly to the success of our customer service operations.

What You'll Do

Program Management

• Define, document, and maintain the scope of all regional L&D projects and initiatives


• Create, track, and manage comprehensive project plans to ensure timely execution


• Develop trusting partnerships with outsourced call center partners and serve as the primary point of contact for all trainers in these facilities


• Ensure successful training rollouts and launches by coordinating with internal and external stakeholders


• Work closely with the broader CS Learning & Development team and key international partners to ensure alignment on priorities and initiatives


• Lead strategic planning sessions and contribute to the overall L&D roadmap

Learning Content Development & Instructional Design

• Conduct comprehensive gap analysis for performance and training opportunities using various inputs and data sources


• Identify local and international curriculum needs for both technical and behavioral soft skills training


• Prioritize identified gaps and document strategies, findings, and recommendations to address performance issues


• Research content and collaborate with Subject Matter Experts (SMEs) and cross-functional stakeholders to develop consistent, high-quality training curriculum


• Design and develop learning solutions including instructor-led training, virtual sessions, e-learning modules, and blended learning approaches


• Create essential course materials including facilitator guides, learner workbooks, presentation media, job aids, and knowledge assessments


• Finalize materials through rigorous review processes and pilot testing


• Measure and demonstrate the impact of training programs through analytics and performance metrics

Training Facilitation

• Deliver learning content in both face-to-face and virtual environments to leadership audiences


• Pilot newly designed curriculum and gather feedback for continuous improvement


• Conduct Train-the-Trainer programs for call center training staff


• Coach and develop call center leaders to co-facilitate the delivery of learning materials


• Lead interactive workshops and training sessions that drive engagement and knowledge retention

Partner Management & Relationship Building

• Partner with training and operational teams at outsourced call center providers


• Contribute to the overall performance of the Customer Service business through strategic L&D initiatives


• Guide partner teams to achieve success with the right courses, support, and resources


• Build and drive L&D governance for partner organizations including data analysis, support team structures, intake frameworks, and evaluation frameworks


• Establish metrics and KPIs to measure training effectiveness and partner performance

Stakeholder Management

• Build and foster strong partnerships with regional Customer Service colleagues at arenaflex


• Serve as an effective voice of the regional L&D team in cross-functional meetings


• 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 challenges into L&D opportunities


• Present training strategies and outcomes to senior leadership

What You Should Have

Essential Qualifications

• 3+ years of experience designing soft skills and technical learning solutions, including onboarding programs focused across various levels: call center agents, senior representatives, emerging leaders, and senior leadership audiences


• Proven experience designing and facilitating learning offerings ranging from 15-minute micro-learning sessions to multi-week classroom experiences


• Strong experience working with Learning Management Systems (LMS) and virtual learning strategies


• Solid facilitation experience in various instructor-led programs for diverse audiences


• Excellent project management skills with the ability to collaborate effectively with teams and stakeholders


• Strong verbal and written communication skills with keen 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; Master's degree preferred


• Fluent in Portuguese and English; Spanish is a plus

Preferred Experience

• Experience working in a cross-cultural global environment


• Background in content/knowledge management systems


• Experience designing training curriculum for service, retail, or call center managers and leaders


• Familiarity with innovative facilitation tools and methodologies


• Experience in the entertainment, streaming, or technology industry


• Knowledge of adult learning principles and instructional design models (ADDIE, SAM, etc.)


• Experience with learning analytics and ROI measurement

Skills & Competencies

• Strategic Thinking: Ability to align L&D initiatives with business objectives and regional priorities


• Analytical Skills: Proficiency in analyzing performance data to identify training gaps and measure impact


• Creativity: Talent for designing engaging, innovative learning experiences that resonate with diverse audiences


• Collaboration: Strong interpersonal skills to work effectively with cross-functional teams and external partners


• Adaptability: Comfortable working in a rapidly changing environment with ambiguous requirements


• Communication: Excellent presentation and storytelling skills to convey complex information clearly


• Technical Proficiency: Comfortable learning new technologies and tools quickly


• Project Management: Strong organizational skills to manage multiple initiatives simultaneously

Career Growth & Development Opportunities

At arenaflex, we believe in investing in our people and supporting their professional growth. As a member of our Learning & Development team, you'll have access to numerous opportunities to advance your career:

• Leadership Pathways: Progress into senior L&D roles, team leadership positions, or specialize in areas like Learning Architecture, Learning Technology, or Talent Development


• Global Exposure: Work with international teams across multiple regions, gaining valuable cross-cultural experience


• Skill Development: Access to professional development resources, conferences, and training programs to enhance your expertise


• Innovation Labs: Opportunity to pilot new learning technologies and methodologies


• Mentorship: Learn from experienced leaders in the L&D field and contribute to the development of others


• Career Mobility: Explore different roles within arenaflex through internal mobility programs

Work Environment & Culture

arenaflex is more than just a workplace – it's a community of innovative, passionate individuals who are transforming entertainment. Here's what you can expect:

• Inclusive Culture: We embrace diversity and believe different perspectives make us stronger


• Freedom & Responsibility: We trust our employees to make smart decisions and take ownership of their work


• Innovation First: We encourage experimentation and learning from both successes and failures


• Collaboration Without Borders: Work with talented colleagues from around the world


• Work-Life Balance: We support your well-being with flexible work arrangements


• Continuous Learning: Stay at the forefront of L&D trends and best practices

We're currently considering candidates who are based in Mexico City as well as fully-remote candidates within Mexico. This flexibility allows you to work in an environment that supports your productivity and well-being.

Compensation & Benefits

At arenaflex, we carefully consider a wide range of compensation factors to determine your individual top of market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience.

The pay range for this position is $25 to $35 per hour, depending on qualifications and experience. In addition to competitive pay, arenaflex offers a comprehensive benefits package including:

• Health, dental, and vision insurance


• 401(k) retirement plan with company matching


• Paid time off and parental leave


• Professional development opportunities


• Employee assistance programs


• Stock compensation programs


• Wellness programs and resources

Who Are You?

You're someone who thrives on challenge and is motivated by making a real difference. You bring energy and enthusiasm to your work, and you're always looking for ways to improve processes and outcomes. You understand that great learning experiences transform organizations and empower individuals to reach their full potential.

You appreciate the importance of excellent documentation and have strong attention to detail. You relate to and embrace many of the aspects of the arenaflex culture – you enjoy working independently while also participating in team discussions and giving and receiving candid feedback. You're comfortable working in a rapidly changing environment with ambiguous requirements, and you're nimble enough to adapt quickly and take smart risks.

If you're ready to join a company that's changing the world of entertainment while building your career in Learning & Development, we want to hear from you!

Apply Today

Are you ready to take the next step in your career and make an impact at arenaflex? We encourage you to apply for this exciting opportunity to shape the future of learning and development for our customer service teams.

Join us in our mission to entertain the world, and together, we'll create experiences that delight millions of members globally.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.