Why arenaflex?
arenaflex is a world‑renowned leader in streaming entertainment, delivering cutting‑edge content to millions of subscribers across the globe. Our mission is to redefine how people experience stories, giving them more freedom, convenience, and quality. To keep that promise, we invest heavily in the people who make the magic happen – from the engineers who build our platform to the customer‑service agents who ensure every viewer enjoys a seamless experience. At arenaflex, we believe that a stellar customer experience starts with empowered, well‑trained teams. That’s why we’re looking for a visionary Learning & Development (L&D) leader to shape the future of our call‑center training programs in Latin America.
Position Overview
As the Senior Learning & Development Manager for arenaflex’s Latin America (LatAm) Customer Service (CS) organization, you will own the end‑to‑end design, delivery, and continual improvement of training solutions for our outsourced call‑center partners. Reporting to the LatAm L&D Manager based in Alphaville, you will partner closely with internal CS leaders, regional stakeholders, and external training vendors to ensure that every agent, supervisor, and manager has the knowledge, skills, and tools to delight our subscribers. This role blends program management, curriculum design, facilitation, stakeholder engagement, and data‑driven performance analysis.
Key Responsibilities
- Program Management: Define, document, and maintain the scope, timeline, and deliverables for all regional L&D initiatives. Create detailed project plans, track milestones, and proactively mitigate risks to guarantee on‑time, on‑budget rollouts.
- Partner Collaboration: Serve as the primary liaison with outsourced call‑center providers, establishing trusted relationships and acting as the go‑to contact for all training‑related matters.
- Curriculum Development: Conduct comprehensive needs analyses using performance data, surveys, and stakeholder interviews. Translate identified gaps into high‑impact learning solutions that blend instructor‑led sessions, e‑learning, blended formats, and micro‑learning modules.
- Content Creation & Review: Partner with subject‑matter experts (SMEs) to develop accurate, culturally relevant training materials. Produce facilitator guides, learner handouts, slide decks, job aids, and knowledge‑checks that align with arenaflex’s brand standards.
- Facilitation & Delivery: Lead live workshops—both in‑person and virtual—for leadership audiences, pilot new curricula, and facilitate “train‑the‑trainer” programs that enable center leads to co‑deliver content.
- Performance Measurement: Implement robust evaluation frameworks (Kirkpatrick levels, ROI analysis) to assess learning effectiveness. Use data dashboards to report impact on key metrics such as First‑Call Resolution, CSAT, and agent productivity.
- Governance & Process Design: Build and sustain L&D governance structures, including data collection standards, feedback loops, intake processes, and continuous‑improvement cycles.
- Stakeholder Management: Cultivate strong partnerships with regional CS leaders, senior executives, and cross‑functional teams (Ops, QA, Workforce Management). Translate business objectives into learning opportunities and champion the L&D agenda at senior‑level forums.
- Talent Development Pathways: Design career‑progression frameworks for call‑center agents and supervisors, aligning learning milestones with promotion criteria and performance incentives.
Essential Qualifications
- Minimum 3 years of experience designing and delivering soft‑skill and technical training programs for large‑scale contact‑center environments.
- Proven track record creating onboarding, up‑skill, and leadership development curricula for diverse audiences ranging from entry‑level agents to senior managers.
- Hands‑on experience with Learning Management Systems (LMS) and e‑learning authoring tools (Articulate, Captivate, Rise, etc.).
- Strong facilitation skills with demonstrated success in both classroom‑style and virtual instructor‑led sessions.
- Excellent project‑management abilities: ability to juggle multiple initiatives, meet tight deadlines, and communicate status clearly to senior stakeholders.
- Fluency in Portuguese and English; Spanish proficiency is a plus.
- Bachelor’s degree in Instructional Design, Adult Education, Human Resources, or a related field; a master’s degree is advantageous.
- High level of independence, self‑motivation, and a data‑driven mindset.
Preferred Qualifications & Nice‑to‑Haves
- Experience working in a multi‑cultural, global organization with outsourced service partners.
- Background in content or knowledge‑management systems, enabling rapid updates of training assets.
- Familiarity with modern facilitation technologies (virtual whiteboards, interactive polling, AR/VR simulations).
- Experience designing curricula specifically for retail, service, or call‑center management tracks.
- Certification in Project Management (PMP, PRINCE2) or Instructional Design (ATD, CPLP).
- Demonstrated ability to use analytics (SQL, Tableau, Power BI) to surface learning impact.
Core Skills & Competencies
- Strategic Thinking: Ability to align learning initiatives with broader business goals and anticipate future skill needs.
- Communication: Clear, persuasive written and verbal communication; capable of translating complex concepts into digestible training content.
- Collaboration: Strong partnership orientation – works seamlessly across Ops, HR, Product, and external vendors.
- Analytical Acumen: Skilled at extracting insights from performance data, learner feedback, and business metrics to refine programs.
- Adaptability: Thrives in a fast‑paced, evolving environment; comfortable handling ambiguous requirements and shifting priorities.
- Customer‑Centric Mindset: Deep empathy for both the subscriber experience and the front‑line agents delivering that experience.
Career Growth & Learning Opportunities
arenaflex invests heavily in its people. As a senior leader in L&D, you will have direct exposure to the company’s executive team and influence strategic decisions that shape the customer experience across Latin America. Opportunities include:
- Progression to Global L&D Director or Head of Customer Experience Learning.
- Cross‑functional rotations with Product, Data Science, or Operations to broaden business insight.
- Sponsored certifications (e.g., ATD Master Trainer, PMP) and tuition reimbursement for advanced degrees.
- Participation in arenaflex’s internal “Innovation Labs,” where you can prototype emerging learning technologies such as AI‑driven coaching bots.
Work Environment & Culture
We pride ourselves on a culture that blends creativity with rigor. At arenaflex you will find:
- Inclusive Culture: A diverse workforce where every voice is heard, and different perspectives are celebrated.
- Flexibility: Hybrid work options – collaborate in our modern Alphaville campus or work remotely from anywhere in Mexico.
- High‑Impact Mission: Your work directly enhances the experience of millions of viewers, reinforcing arenaflex’s reputation for excellence.
- Collaborative Spaces: Open‑plan meeting rooms, state‑of‑the‑art video‑conference studios, and quiet zones for focused work.
- Employee Well‑Being: Comprehensive wellness programs, mental‑health resources, and regular “Pulse” surveys to keep the employee experience top‑of‑mind.
Compensation, Perks & Benefits
arenaflex offers a competitive total‑reward package designed to attract top talent:
- Hourly rate ranging from $25 to $35 (target $30) based on experience, skill set, and location.
- Performance‑based bonuses tied to learning impact metrics and business outcomes.
- Comprehensive health, dental, and vision coverage for you and eligible dependents.
- Retirement savings plan with company match.
- Generous paid time off, parental leave, and sabbatical options after five years of service.
- Learning allowance for conferences, certifications, and books.
- Employee stock purchase plan (ESPP) and eligibility for annual equity grants.
- Well‑being stipend, on‑site fitness classes, and access to a mindfulness app.
How to Apply
If you are passionate about shaping world‑class learning experiences, enjoy solving complex stakeholder challenges, and thrive in a dynamic, data‑driven environment, we want to hear from you. To join arenaflex’s mission to make entertainment accessible and delightful for everyone, submit your résumé and a cover letter outlining how your background aligns with the responsibilities above.
Take the Next Step
Become a catalyst for change at arenaflex. Empower agents, elevate customer satisfaction, and grow your career in a company that values innovation, diversity, and continuous learning.