Senior Learning & Development Program Manager – Data Entry & Training Operations for Global Customer Service (Full‑Time, $30/hr) – arenaflex

About arenaflex

arenaflex is a world‑leading entertainment and technology platform that is redefining how millions of people around the globe discover, enjoy, and share content. With a relentless focus on innovation, simplicity, and customer delight, arenaflex has built a culture where bold ideas thrive and every employee is empowered to make an impact. Our Customer Service (CS) organization is the front line of that mission, delivering seamless, high‑quality experiences to subscribers in every market we serve. As part of our continued expansion, we are looking for a seasoned Learning & Development (L&D) professional to lead data‑entry‑focused training initiatives for our outsourced call‑center partners across Latin America.

Why This Role Matters

Data entry is the backbone of accurate customer interaction, order processing, and issue resolution. The Learning & Development Program Manager you will become is responsible for designing, delivering, and continuously improving the training ecosystem that equips call‑center agents, team leads, and senior managers with the skills they need to excel. Your work will directly influence key performance indicators such as first‑call resolution, average handling time, and overall customer satisfaction, driving tangible business results for arenaflex.

Key Responsibilities

Program Management

• Define, document, and maintain the scope of all regional L&D initiatives for the Latin America (LatAm) CS Operations.
• Create detailed project plans, timelines, and resource allocations; track progress against milestones and adjust as needed.
• Serve as the primary liaison between arenaflex’s internal L&D team and external outsourced call‑center partners, ensuring seamless rollout of training programs.
• Collaborate with cross‑functional stakeholders—including Operations, Quality Assurance, and Product—to align learning objectives with business priorities.
• Report regularly to the LatAm Learning & Development Manager on program health, outcomes, and improvement opportunities.

Learning Content Development & Instructional Design

• Conduct comprehensive needs analyses using performance data, stakeholder interviews, and gap assessments to identify learning opportunities.
• Design and develop curriculum that blends technical, product, and soft‑skill components, catering to a diverse audience of agents, supervisors, and senior leaders.
• Produce a variety of learning assets, including facilitator guides, learner workbooks, slide decks, job aids, e‑learning modules, and knowledge‑checks.
• Leverage subject‑matter experts (SMEs) and cross‑functional teams to ensure content accuracy, relevance, and cultural appropriateness for the Mexican market.
• Iterate on content based on pilot testing, feedback, and measurable impact data, continuously refining the learning experience.

Facilitation & Delivery

• Deliver instructor‑led training sessions—both in‑person and virtual—to diverse audiences, ranging from new‑hire onboarding to advanced leadership development.
• Lead “train‑the‑trainer” workshops that empower local training champions to sustain and scale learning initiatives.
• Utilize modern facilitation techniques (interactive simulations, role‑plays, micro‑learning bursts) to maximize engagement and retention.
• Monitor participant performance during sessions, providing real‑time coaching and feedback.

Stakeholder Management & Governance

• Build strong, trusted relationships with regional CS leaders, partner vendors, and internal L&D colleagues.
• Act as the voice of the LatAm L&D team in strategic discussions, translating business challenges into learning solutions.
• Establish governance frameworks for data collection, learner support, intake processes, and evaluation metrics.
• Present program outcomes, ROI analyses, and strategic recommendations to senior leadership on a quarterly basis.

Essential Qualifications

• Minimum 3 years of experience designing and delivering blended learning solutions for contact‑center environments.
• Proven track record of creating onboarding, up‑skill, and leadership development programs that drive measurable performance improvements.
• Hands‑on experience with Learning Management Systems (LMS) and e‑learning authoring tools (e.g., Articulate Storyline, Adobe Captivate, or similar).
• Strong facilitation skills with the ability to engage audiences ranging from entry‑level agents to senior managers.
• Project‑management expertise, including the ability to manage multiple concurrent initiatives, meet deadlines, and adapt to changing priorities.
• Bachelor’s degree in Instructional Design, Education, Human Resources, or a related field; Master’s degree or relevant certifications (e.g., CPLP, ATD) is a plus.
• Fluent in Portuguese and English; Spanish proficiency is highly desirable.
• Experience working in a multicultural, global organization and collaborating with remote teams.

Preferred Skills & Competencies

• Data‑driven mindset: ability to analyze performance metrics, identify trends, and translate insights into actionable learning interventions.
• Excellent written and verbal communication skills, with a talent for simplifying complex concepts.
• Creative problem‑solving: comfortable designing innovative learning experiences that address ambiguous business challenges.
• High degree of autonomy: self‑starter who can prioritize work, manage time efficiently, and thrive in a fast‑paced environment.
• Familiarity with call‑center technologies (CRM, ticketing systems, workforce management tools) and the specific data‑entry workflows they support.
• Passion for continuous improvement and a growth mindset aligned with arenaflex’s culture of candid feedback and experimentation.

Career Growth & Learning Opportunities

At arenaflex, learning never stops. As a senior member of the L&D team, you will have access to:

• Mentorship from global L&D leaders and exposure to best practices across multiple markets.
• Opportunities to lead enterprise‑wide initiatives, such as the rollout of a new LMS platform or the development of a global competency framework.
• Funding for professional certifications, conferences, and advanced training in instructional design, analytics, or leadership.
• A clear career ladder that can take you from regional program manager to global L&D director, depending on performance and ambition.

Work Environment & Culture at arenaflex

arenaflex prides itself on a culture that blends high performance with genuine care for people. Our offices in Alphaville and remote hubs across Mexico foster collaboration, creativity, and flexibility. Key cultural pillars include:

• Freedom & Responsibility: Employees are trusted to make decisions, experiment, and own outcomes.
• Radical Candor: Open, honest feedback is encouraged at all levels, creating a safe space for growth.
• Diversity & Inclusion: We celebrate varied perspectives and actively build inclusive teams.
• Innovation: Continuous improvement is embedded in every process, from product development to learning design.
• Work‑Life Balance: Flexible schedules, remote‑work options, and generous paid‑time‑off policies support personal well‑being.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the value you bring to the organization. While exact figures are market‑based, you can expect:

• Hourly rate ranging from $25 to $35, with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plans with company matching contributions.
• Generous paid parental leave, vacation time, and sick days.
• Professional development budget, tuition reimbursement, and access to an internal learning portal.
• Employee assistance programs, wellness initiatives, and regular team‑building events.
• State‑of‑the‑art technology, ergonomic workstations, and a collaborative office environment.

How to Apply

If you are passionate about shaping the future of learning for a global customer‑service operation, thrive in a data‑driven environment, and want to make a tangible impact at arenaflex, we want to hear from you. Submit your resume and a concise cover letter outlining your most relevant experience and why you are excited to join arenaflex’s L&D team.

Apply Now

Closing Thoughts

arenaflex is more than a brand—it’s a community of innovators, storytellers, and problem‑solvers who believe that great experiences start with great people. By joining our Learning & Development organization, you will play a pivotal role in empowering the agents who interact with millions of subscribers every day. Your expertise will help us deliver the seamless, delightful experiences that define arenaflex’s promise to the world.

Take the next step in your career. Apply today and become part of a team that is shaping the future of entertainment and customer service.