# Learning & Development Program Manager – Customer Service Excellence

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Join arenaflex: Shaping the Future of Entertainment Through Learning Innovation

Are you passionate about transforming how people learn and develop their skills? Do you thrive in dynamic environments where your work directly impacts customer experiences and business success? If so, arenaflex invites you to join our global Learning & Development team as we continue revolutionizing how entertainment is delivered to millions of subscribers worldwide.

At arenaflex, we believe there's a better way to entertain the world. Our mission is to deliver compelling content to every corner of the globe while providing exceptional customer experiences that keep our members streaming uninterrupted. Behind this vision lies a dedicated team of learning professionals who ensure our customer service representatives possess the skills, knowledge, and confidence to deliver world-class support.

We're currently seeking an experienced Learning & Development Program Manager to join our Customer Service L&D team. This role offers an exceptional opportunity to shape the training landscape for outsourced call center operations across the Americas region. You'll work collaboratively with internal teams and external partners to design, develop, and deliver learning solutions that have measurable impact on agent performance and customer satisfaction.

What You'll Do

Program Management & Strategic Planning

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


• Create, track, and manage comprehensive project plans with clear milestones and deliverables


• Establish and nurture trusting partnerships with outsourced call center partners throughout the region


• Serve as the primary point of contact for trainers at outsourced facilities, ensuring successful training rollouts and program launches


• Collaborate closely with the broader CS Learning & Development team and key internal stakeholders to ensure alignment around strategic priorities

Learning Content Development & Instructional Design

• Conduct thorough gap analyses to identify performance improvement and training opportunities across the organization


• Evaluate and prioritize identified skill gaps, documenting findings and presenting actionable recommendations to leadership


• Research learning content and collaborate with Subject Matter Experts (SMEs) to develop locally relevant and globally consistent training curriculum


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


• Create comprehensive course materials including facilitator guides, learner workbooks, presentation media, job aids, and assessment instruments


• Finalize all materials through rigorous review processes and pilot testing, demonstrating measurable impact on training effectiveness

Facilitation & Training Delivery

• Deliver engaging learning experiences in both face-to-face and virtual environments to diverse leadership audiences


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


• Facilitate comprehensive train-the-trainer programs to build capacity among call center training teams


• Develop and coach call center leaders to effectively co-facilitate learning programs and support ongoing development

Vendor Management & Relationship Building

• Partner strategically with training and operational teams at outsourced call center providers to drive performance excellence


• Guide partner organizations to achieve success through appropriate curriculum, support resources, and targeted initiatives


• Establish and maintain robust L&D governance frameworks including data analysis, vendor support structures, intake processes, and evaluation mechanisms

Stakeholder Collaboration

• Build and foster strong partnerships with regional CS colleagues and serve as an effective voice of the local L&D team


• Actively contribute to overall CS business success by identifying learning opportunities aligned with business priorities


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

What You Bring

Essential Qualifications

• Experience: Minimum 3+ years designing soft skills and tool-based learning solutions, including onboarding programs for call center agents at various levels (from new hires to senior leaders and emerging executives)


• Learning Design Expertise: Demonstrated experience designing and facilitating learning offerings ranging from 15-minute micro-learning sessions to multi-week classroom programs


• Technical Proficiency: Experience working with Learning Management Systems (LMS) and digital learning strategies is highly desirable


• Facilitation Skills: Strong facilitation experience in various instructor-led programs for diverse audiences


• Project Management: Proven ability to collaborate effectively with teams and stakeholders while managing multiple priorities


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


• Environment: Proven success working in fast-paced, results-oriented, data-driven environments


• Self-Management: High degree of independence with the ability to effectively manage your own time and prioritize tasks


• Education: Bachelor's degree in Instructional Design, Adult Education, or a related field (Master's degree preferred)


• Language Skills: Fluent in Portuguese and English; Spanish is a plus


• Location: This role considers candidates based in Mexico City as well as fully-remote candidates within Mexico

Preferred Qualifications

• Experience working in a cross-cultural global environment


• Background in content/knowledge management systems and practices


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


• Familiarity with innovative facilitation tools and methodologies


• Understanding of distributed data processing or software engineering concepts


• Knowledge of web-scale datasets and big data technologies

Who You Are

You thrive on creating elegant learning solutions and feel energized by developing engaging educational experiences. You're comfortable navigating ambiguity and enjoy the challenge of transforming complex topics into accessible, impactful learning opportunities.

You possess a natural curiosity that drives you to understand not just what to teach, but how people learn best. You're skilled at translating business objectives into meaningful learning outcomes and measure your success by the tangible improvement in performance you help create.

You appreciate the importance of collaboration and understand that exceptional learning experiences come from working closely with subject matter experts, business partners, and operational teams. You build relationships easily and are comfortable influencing stakeholders at all levels of the organization.

You embrace feedback as a gift and are committed to continuous improvement—both for yourself and for the programs you design. You're resilient in the face of challenges and view obstacles as opportunities to innovate.

Why arenaflex

At arenaflex, we believe in freedom and responsibility. Our culture is built on trust, transparency, and the belief that our employees are our greatest asset. When you join our team, you become part of a company that's transforming how the world experiences entertainment.

What We Offer

• Competitive Compensation: We carefully consider a wide range of compensation factors to ensure fair, market-competitive pay. Your specific compensation will be determined based on your skills, experience, and location.


• Professional Growth: Access to continuous learning opportunities, career development programs, and exposure to global projects that will accelerate your professional journey


• Inclusive Culture: Work in an environment that values diversity, encourages creativity, and fosters authentic collaboration


• Flexible Work: Embrace flexible work arrangements that support work-life integration


• Innovation Environment: Be part of a company that encourages experimentation, embraces calculated risks, and values innovation

Ready to Make an Impact?

If you're passionate about transforming learning experiences and want to be part of a team that's shaping the future of entertainment, we encourage you to apply. Join arenaflex and help us create exceptional experiences for our customers while building your career with a global leader.

We're excited to learn how your skills, experience, and enthusiasm can contribute to our team. Apply today and take the first step toward an exciting new chapter with arenaflex!

Note: This position offers competitive compensation ranging from $25 to $35 per hour, commensurate with experience and qualifications. We encourage all qualified candidates to apply.

Apply now and join our team!