At arenaflex, we're revolutionizing the way people interact with technology, and we're looking for a seasoned leader to join our team as a Senior Manager, Learning & Quality, arenaflex Technical Customer Support. This is an exceptional opportunity to shape the future of customer support and drive innovation in a fast-paced, dynamic environment.
**About arenaflex**
arenaflex is a cutting-edge technology company that's changing the game in the world of smart home security and customer support. With a focus on innovation, customer satisfaction, and employee growth, we're creating a workplace that's both challenging and rewarding. Our team is passionate about delivering exceptional experiences, and we're committed to making a positive impact on our customers' lives.
**Job Summary**
As a Senior Manager, Learning & Quality, arenaflex Technical Customer Support, you'll be responsible for leading the development and implementation of strategic plans for global learning, knowledge assets, and quality assurance. You'll work closely with cross-functional teams to design and deliver effective learning programs, optimize automation leveraging AI, and drive quality improvement initiatives. Your expertise will be instrumental in shaping the future of customer support at arenaflex, and you'll have the opportunity to make a lasting impact on our organization.
**Key Responsibilities**
* Develop and deliver strategic vision for learning, quality, and knowledge assets, aligning with arenaflex's organizational vision and core principles
* Select, deploy, and optimize automation leveraging AI to improve training modalities, knowledge resources, and quality assurance
* Conduct experimentation and adoption of AI implementing new modalities/medias to improve learning for both operational process improvement and technical product support for team members at scale
* Work cross-functionally with arenaflex stakeholders managing multiple learning, quality, and content projects effectively
* Lead a team of leaders to deliver high-performance results, driving innovation and excellence in customer support
**A Day in the Life**
As a Senior Manager, Learning & Quality, arenaflex Technical Customer Support, your days will be filled with exciting challenges and opportunities. You'll work closely with cross-functional teams, including operations leaders, third-party partner teams, and leadership teams across the Americas, EMEA, and Rest of World (ROW). Your expertise will be essential in shaping the future of customer support at arenaflex, and you'll have the opportunity to make a lasting impact on our organization.
**Requirements**
* 10+ years of work experience in the areas of contact center management, organizational development, automation, training design, knowledge assets, and quality
* Strong strategy and design skills, including evaluation methodologies; experience with global design
* Program management skills, including managing details, and keeping multiple tasks/projects on track
* Experience working in a customer contact center environment
* International assignment; experience working diverse geographies
* Cross-functional experience in an area outside of training and development
* Familiarity with business, financial, and process improvement tools, concepts, and methodologies
* Bachelor's degree; Master's Degree in a related discipline preferred
**Preferred Qualifications**
* Experience defining program requirements and using data and metrics to determine improvements
* Experience managing, analyzing, and communicating results to senior leadership
* 5+ years of team management experience
* 5+ years of cross-functional project delivery experience
* 5+ years of program or project management experience
**What We Offer**
* Competitive salary and benefits package
* Opportunity to work with a cutting-edge technology company
* Collaborative and dynamic work environment
* Professional growth and development opportunities
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
**Why arenaflex?**
At arenaflex, we're committed to creating a workplace that's both challenging and rewarding. We believe in the importance of diversity, equity, and inclusion, and we're dedicated to making a positive impact on our customers' lives. If you're passionate about innovation, customer satisfaction, and employee growth, we encourage you to apply for this exciting opportunity.
**How to Apply**
If you're ready to take your career to the next level, submit your application today! We're excited to hear from you and learn more about your qualifications and experience.
**Don't Hesitate, Apply!**
We value a great attitude and a willingness to learn above all. Don't worry if you don't meet every single requirement – we're looking for talented individuals who are passionate about innovation and customer satisfaction. Submit your application today and take the first step towards an exciting new opportunity at arenaflex!