Experienced Learning & Development Program Manager – Training Design, Facilitation & Cross-Functional Partnership

Join arenaflex as a Learning & Development Program Manager – Transforming Employee Growth

Are you passionate about shaping the future of workforce development? Do you thrive in dynamic environments where your expertise in instructional design and program management can make a tangible impact on organizational success? If so, arenaflex invites you to embark on an exciting career journey as a Learning & Development Program Manager within our Global Customer Service Operations team.

About arenaflex

At arenaflex, we believe there is a better way to deliver exceptional experiences to our customers worldwide. Our commitment to excellence, simplicity, and innovation sets us apart in the industry, and our Learning & Development (L&D) team plays a pivotal role in maintaining these high standards. We are seeking a talented professional to join our L&D family and help us build world-class training programs that empower our customer service representatives and leaders to achieve greatness.

Our L&D philosophy centers on creating engaging, impactful learning experiences that drive performance improvement and foster professional growth. As a Learning & Development Program Manager at arenaflex, you will have the unique opportunity to design, develop, and deliver training solutions that directly influence customer satisfaction, employee engagement, and business outcomes. You will partner with internal stakeholders and external service providers to ensure seamless implementation of learning initiatives across our global operations.

What You'll Do

The Learning & Development Program Manager role is a multifaceted position that requires a blend of strategic thinking, technical expertise, and exceptional interpersonal skills. You will be responsible for end-to-end management of learning programs, from needs analysis and curriculum design to delivery and impact measurement. This role reports to the Learning & Development Manager and works closely with cross-functional teams across the organization.

Program Management & Strategy

• Define, document, and maintain the scope of all local L&D projects and initiatives, ensuring alignment with organizational goals


• Create, track, and maintain comprehensive project plans, managing timelines, resources, and deliverables effectively


• 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


• Collaborate with the broader CS learning and development team and other key internal and regional partners to ensure alignment around priorities and initiatives

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 tool-based technical and behavioral soft skills


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


• Research content and collaborate with subject matter experts (SMEs) and cross-functional stakeholders to develop consistent and accurate training curriculum


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


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


• Finalize materials through rigorous reviews, pilot tests, and quality assurance processes


• Measure and demonstrate the impact of training programs on business outcomes and employee performance

Training Facilitation & Delivery

• Deliver learning materials in face-to-face and virtual environments to diverse audiences including leadership teams


• Pilot and refine newly designed curriculum based on participant feedback and learning outcomes


• Run comprehensive train-the-trainer programs for call center training staff


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


• Mentor and coach junior team members on instructional design best practices and facilitation techniques

Partner Management & Relationship Building

• Partner with training and operational teams of outsourced service providers to contribute to overall business performance


• Guide partner teams to achieve success through appropriate training, support, and strategic initiatives


• Build and drive L&D governance frameworks including data analysis, partner support team structure, intake processes, and evaluation mechanisms


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

Stakeholder Management & Collaboration

• Build and foster strong partnerships with regional colleagues across the organization


• Serve as an effective voice of the local L&D team in strategic discussions and planning sessions


• Actively partner with the broader CS business by identifying learning opportunities, priorities, and impact areas


• Collaborate with business leaders to transform operational challenges into L&D solutions


• Present findings and recommendations to senior leadership with confidence and clarity

What We're Looking For

We are seeking a candidate who brings a rich blend of experience, skills, and passion for learning and development. The ideal candidate will have a proven track record in designing and delivering impactful training programs in a fast-paced, customer-centric environment.

Essential Qualifications

• Experience: Minimum 3+ years of experience designing soft skills and technical training solutions, including onboarding programs focused across various levels from entry-level agents to senior leaders


• Learning Design Expertise: Experience designing and facilitating learning offerings ranging from short 15-minute micro-learning modules to comprehensive multi-week classroom experiences


• Technical Proficiency: Strong experience working with Learning Management Systems (LMS), virtual learning strategies, and digital learning tools


• Facilitation Skills: Solid facilitation experience in various instructor-led programs for diverse audiences, with exceptional training and presentation skills


• Project Management: Strong project management experience with the ability to collaborate effectively with teams and stakeholders


• Communication: Excellent verbal and written communication skills with exceptional attention to detail


• Environment: Experience working in a fast-paced, results-oriented, data-driven environment


• Independence: High degree of independence and ability to manage own time efficiently while meeting deadlines


• Education: Bachelor's degree in Instructional Design, Education, Human Resources, or a related field; Master's degree preferred


• Language Skills: Fluent in Portuguese and English; Spanish language skills are a plus


• Global Mindset: Experience working in a cross-cultural global environment is highly desirable

Preferred Qualifications

• Experience in content/knowledge management systems and processes


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


• Familiarity with innovative facilitation tools and learning technologies


• Understanding of adult learning principles and instructional design frameworks (ADDIE, SAM, etc.)


• Knowledge of data analysis tools and metrics for measuring training effectiveness

Who You Are

• You are passionate about creating elegant, effective learning solutions that drive measurable results


• You are comfortable picking up new technologies and learning methodologies independently


• You have a natural talent for analyzing complex problems and transforming them into actionable learning strategies


• You enjoy helping teams push the boundaries of what's possible through innovative training approaches


• You have a strong background in distributed learning design, instructional technology, or curriculum development


• You are familiar with modern learning tools and platforms and comfortable working with digital learning ecosystems


• You have an eye for detail, strong learning intuition, and a passion for quality in all aspects of your work


• You appreciate the importance of thorough documentation and possess strong problem-solving skills


• You relate to and embrace a culture of collaboration, candor, and continuous improvement


• You are comfortable working in a rapidly changing environment with ambiguous requirements


• You are nimble, adaptable, and willing to take smart risks to drive innovation

Why Join arenaflex?

At arenaflex, we believe that our people are our greatest asset, and investing in their growth is investing in our collective success. When you join our L&D team, you become part of a dynamic, innovative organization that values excellence, creativity, and collaboration.

Career Growth & Development

• Access to comprehensive professional development resources and continuous learning opportunities


• Exposure to global projects and cross-functional collaboration across different regions


• Mentorship from industry experts and leaders in the learning and development field


• Clear career progression pathways with opportunities for advancement within the organization


• Regular performance reviews and development planning to support your career aspirations

Work Environment & Culture

• Collaborative and inclusive work environment that celebrates diversity and innovation


• Flexible work arrangements including remote work options for eligible positions


• Access to cutting-edge learning technologies and tools


• Opportunity to work with talented professionals from around the world


• Culture of transparency, open communication, and continuous improvement


• Support for work-life balance and employee well-being

Compensation & Benefits

At arenaflex, we are committed to providing competitive compensation that reflects your skills, experience, and contributions. We carefully consider a wide range of compensation factors to determine fair and equitable pay. Our comprehensive benefits package includes:

• Competitive salary range: $25 to $35 per hour (commensurate with experience and qualifications)


• Health, dental, and vision insurance coverage


• 401(k) retirement plan with company matching


• Paid time off and sick leave


• Holiday calendar and floating holidays


• Professional development budget for training and certifications


• Employee assistance program for mental health and wellness support


• Various perks and discounts

Location & Work Arrangements

We are considering applicants who are located in major metropolitan areas, as well as fully-remote candidates within the United States. This position offers flexibility in work arrangements, allowing you to work from home or in a hybrid model depending on your location and role requirements. We maintain robust virtual collaboration tools to ensure seamless communication and teamwork regardless of physical location.

Application Process

Our interview process is designed to help us get to know you better and assess your fit for this role. The process typically includes:

• Initial screening call with our recruiting team


• Technical interview focusing on instructional design expertise and project management experience


• Behavioral interview to assess cultural fit and alignment with our values


• Presentation or work sample demonstration


• Final interview with senior leadership

We encourage you to prepare thoughtful responses that showcase your experience, skills, and passion for learning and development. Be ready to discuss specific examples of training programs you've designed, challenges you've overcome, and the impact of your work on organizational outcomes.

Ready to Make an Impact?

If you're excited about the opportunity to shape the future of learning and development at arenaflex, we want to hear from you! This is your chance to join a team that is passionate about making a difference in the lives of our employees and customers worldwide.

Apply today and take the first step toward a rewarding career with endless possibilities for growth and innovation. Together, we can create transformative learning experiences that empower individuals, strengthen teams, and drive organizational excellence.

We look forward to welcoming a talented Learning & Development Program Manager to our team and to the incredible journey ahead!