Senior Manager – Customer Experience Learning & Development | Leading L&D Strategy for Support Operations at arenaflex

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Join arenaflex as Our Senior Manager of Customer Experience Learning & Development

Are you ready to shape the future of learning and development at one of the world's most dynamic technology companies? At arenaflex, we're not just revolutionizing last-mile delivery—we're transforming how support teams learn, grow, and deliver exceptional customer experiences. We're seeking a visionary Senior Manager of Customer Experience Learning & Development to lead our L&D strategy for customer support operations across our consumer, dasher, and new business verticals.

As the largest core operating team at arenaflex, our Customer Experience and Support Operations division ensures that whenever our customers and delivery partners face challenges, there's always someone there to make things right. With a network of thousands of support agents answering questions and resolving issues, the learning and development of our team members has never been more critical to our success.

About the Role

Reporting to our Director of Teammate Success, you'll serve as the primary Learning & Development partner for our Consumers, Dashers (our delivery partners), and New Business Verticals. This is a high-impact role where you'll translate customer experience strategy into tangible, scalable learning programs that empower our support teammates to deliver world-class service.

You'll have the unique opportunity to build and shape the future of L&D at arenaflex, working alongside cross-functional partners to create a culture of continuous learning and improvement. If you're passionate about creating learning experiences that drive measurable business results and want to be part of a team that's transforming how millions of people interact with our platform, this is the role for you.

What You'll Do

As our Senior Manager of Customer Experience Learning & Development, you'll be responsible for the following:

• Lead L&D Strategy Development: Partner with L&D operations to translate customer experience strategy into tangible support teammate learning programs that drive performance improvements and enhance customer satisfaction.
• Be the Primary L&D Partner: Serve as the main L&D point of contact for Consumers, Dashers, and New Business Verticals. Understand core customer experience strategies, develop comprehensive L&D strategies, and break these down into actionable learning programs for support agents.
• Data-Driven Decision Making: Leverage Automated QA, AI signals, and other performance data to identify and target performance improvement opportunities. Measure the impact of learning programs through rigorous data analysis and continuous optimization.
• Strategic Roadmap Management: Oversee the roadmap and prioritization of audience-specific L&D projects, ensuring alignment with organizational strategic priorities and business objectives.
• Metrics & Measurement: Agree on success metrics with partners before launching any initiative. Track progress throughout implementation, and share results and insights at the conclusion of each initiative to drive continuous improvement.
• Environmental Awareness: Monitor external factors and headwinds that might affect results. Understand the impact of market changes, seasonal fluctuations, and other external variables on support operations and learning program effectiveness.
• Project Execution: Work collaboratively with the team and partners through the completion of projects, ensuring timely delivery and high-quality outcomes.
• Analytical Depth: Zoom into the details when needed, then zoom out to a bird's-eye view to understand the "why" behind what led to an initiative's success or failure. Use these insights to create a culture of learning within the organization.
• Feedback Loop Optimization: Identify opportunities to improve feedback loops between the field and audience teams to promote continuous improvement across all support operations.
• Cross-Functional Collaboration: Foster collaboration and engagement both within arenaflex and externally with our vendor partners to ensure aligned goals and shared success.
• Operations Partnership: Work closely with operations partners including Vendor BPOs, Quality Assurance, Workforce Management, Knowledge Management, and internal support operations for onshore teams to ensure support teammates are equipped with the knowledge and tools to support customers effectively.
• Performance Correlation: Measure support teammate performance and correlate performance improvements to the efficacy of learning programs, demonstrating ROI on L&D investments.

What We're Looking For

Essential Qualifications

• Visionary L&D Leadership: You have a clear vision for the future of Learning & Development in an evolving world and are passionate about creating learning and development programs at scale that drive measurable business outcomes.
• Leadership Experience: Proven experience leading L&D teams with a track record of developing high-performing professionals and building collaborative team cultures.
• Operational & L&D Expertise: A unique combination of L&D experience and operational experience, possibly gained through management consulting, finance, private equity, technology, or a related field.
• Industry Experience: 5+ years of experience in call center leadership or BPO (Business Process Outsourcing) management, with deep understanding of support operations dynamics.
• Instructional Design Skills: Experience as a trainer or in developing instructional materials, with the ability to create engaging, effective learning experiences.
• Attention to Detail: You enjoy digging into details and have a meticulous approach to analyzing performance data and program effectiveness.
• Collaboration Skills: You enjoy collaboration and know how to develop productive relationships with partners across the organization.
• Communication Expertise: You know how to present complex information effectively, both in written reports and verbal presentations, to audiences at all levels of the organization.
• Data-Driven Mindset: You use data in your decision-making process and are comfortable pulling data from multiple sources, reading and analyzing data, and maintaining complex spreadsheets in Excel or Google Sheets. Proficiency in SQL is required.
• Project Management: Strong project management skills with the ability to manage multiple initiatives simultaneously while maintaining quality and meeting deadlines.
• Quality Focus: You are focused on quality, output-motivated, and always pushing yourself to do better. You recommend solutions to complex problems while also completing many projects and priorities day-to-day.

Preferred Qualifications

• Experience in fast-paced, technology-driven environments with demonstrated ability to adapt to rapid change
• Background in scaling L&D functions during periods of high growth
• Experience working with AI and automation in learning and development contexts
• Knowledge of adult learning principles and instructional design frameworks
• Familiarity with support operations in the gig economy or marketplace platforms

Skills & Competencies for Success

To thrive in this role at arenaflex, you'll need to demonstrate the following skills and competencies:

• Strategic Thinking: The ability to translate high-level business strategies into actionable learning programs that drive measurable results.
• Analytical Excellence: Strong analytical skills with the ability to interpret complex data sets, identify trends, and make data-informed decisions about learning program design and optimization.
• Influence & Persuasion: The ability to influence stakeholders at all levels and build consensus around L&D initiatives and priorities.
• Agile Mindset: Comfort with ambiguity and the ability to adapt quickly to changing business priorities and requirements.
• Innovation: Creative thinking about how to leverage technology, AI, and new methodologies to enhance learning experiences and outcomes.
• Relationship Building: Strong interpersonal skills with the ability to develop trust-based relationships with cross-functional partners and external vendors.

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our people and providing pathways for professional growth. As our Senior Manager of Customer Experience Learning & Development, you'll have access to:

• Leadership Development: Comprehensive leadership training and development programs designed to help you grow into future executive roles within the organization.
• Cross-Functional Exposure: The opportunity to work closely with senior leaders across Operations, Technology, Product, and Analytics, gaining broad business perspective.
• Industry-Leading Learning: Access to the latest L&D technologies, methodologies, and best practices in the learning and development space.
• Career Advancement: Clear pathways to Director-level and VP-level positions as you demonstrate success in this role.
• Innovation Labs: The chance to pilot new L&D technologies and approaches, contributing to the future of how arenaflex develops its talent.

Work Environment & Culture

arenaflex is a place where innovation meets impact, and our culture reflects this dynamic balance. We pride ourselves on:

• Mission-Driven Work: Knowing that your work directly impacts the experience of millions of customers and delivery partners who rely on our platform every day.
• Collaborative Spirit: A team-first mentality where everyone works together to solve complex problems and celebrate shared successes.
• Inclusive Environment: A commitment to diversity, equity, and inclusion, where every voice matters and different perspectives are valued.
• Fast-Paced Innovation: A dynamic environment where no two days are the same, and where your ideas can quickly become reality.
• Work-Life Balance: Flexibility to do your best work while maintaining personal well-being and family connections.

Compensation & Benefits

We believe in rewarding our team members for the impact they make. At arenaflex, we offer:

• Competitive Compensation: Great compensation packages that recognize your experience, skills, and contributions to our success.
• Comprehensive Health Benefits: Full medical, dental, and vision coverage for you and your family.
• Retirement Savings: A 401(k) plan with employer matching to help you save for the future.
• Family Support: 16 weeks of paid parental leave and family-forming assistance to support your growing family.
• Wellness Programs: Comprehensive wellness benefits including mental health support and resources.
• Commuter Benefits: Commuter benefits match to make your daily commute more affordable.
• Time Off: Competitive paid time off and paid sick leave in compliance with applicable laws, plus 11 paid holidays.
• Insurance Protection: Disability and basic life insurance coverage for peace of mind.
• Mental Health Support: A robust mental health program providing counseling, resources, and support for your well-being.

Join Our Team

At arenaflex, we're building more than just a delivery platform—we're creating opportunities for people to connect, businesses to grow, and communities to thrive. Our support teams are at the heart of this mission, and the learning programs you develop will directly impact their ability to deliver exceptional experiences to millions of people.

If you're ready to take your career to the next level, if you're passionate about creating learning experiences that transform organizations, and if you want to work with a team that's changing the world, we encourage you to apply. Join us at arenaflex and be part of something extraordinary.

We can't wait to see what you'll accomplish.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.