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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!