Senior Learning & Development Manager – Call Center Training & Program Management (Full‑Time) – $30/hr – arenaflex
About arenaflex – Shaping the Future of Global Entertainment
arenaflex is a world‑leading entertainment platform that delivers unforgettable streaming experiences to millions of subscribers across the globe. With a relentless focus on innovation, simplicity, and customer delight, arenaflex continuously redefines how audiences engage with content. Our mission is to empower every viewer with seamless access to the stories they love, while providing our employees with a dynamic, purpose‑driven environment where creativity and expertise thrive.
Why This Role Matters
At arenaflex, the Customer Service (CS) organization is the frontline of our subscriber experience. The Learning & Development (L&D) team plays a pivotal role in ensuring that every call‑center agent, team lead, and senior manager is equipped with the knowledge, skills, and tools needed to deliver exceptional service. As a Senior Learning & Development Manager, you will partner with outsourced call‑center partners in the LatAm region, design and launch high‑impact training programs, and drive measurable performance improvements that directly influence subscriber satisfaction and business growth.
Role Overview
This full‑time position is based in Alphaville, Brazil, and reports to the LatAm Learning & Development Manager. You will act as the primary liaison between arenaflex’s internal L&D team and the outsourced call‑center providers, overseeing the end‑to‑end lifecycle of learning initiatives—from needs analysis and curriculum design to delivery, evaluation, and continuous improvement.
Key Responsibilities
- Program Management: Define, document, and maintain the scope of all regional L&D initiatives. Create detailed project plans, timelines, and status reports to ensure on‑time delivery.
- Stakeholder Collaboration: Build strong partnerships with outsourced call‑center partners, internal CS leaders, and cross‑functional teams to align learning objectives with business priorities.
- Learning Needs Analysis: Conduct comprehensive gap analyses using performance data, stakeholder feedback, and industry benchmarks to identify critical training needs.
- Curriculum Development: Design and develop blended learning solutions—including instructor‑led workshops, e‑learning modules, virtual classrooms, and micro‑learning assets—that address both technical and behavioral competencies.
- Content Creation: Author facilitator guides, learner handbooks, slide decks, job aids, and assessment tools. Collaborate with subject‑matter experts (SMEs) to ensure accuracy and relevance.
- Facilitation & Train‑the‑Trainer: Deliver engaging training sessions in both face‑to‑face and virtual environments. Coach internal trainers to scale delivery across multiple call‑center locations.
- Performance Measurement: Implement robust evaluation frameworks (e.g., Kirkpatrick, ROI) to track learning impact, report on key metrics, and iterate on program design.
- Governance & Reporting: Establish L&D governance structures, including data collection, reporting dashboards, and continuous improvement cycles.
- Talent Development: Mentor emerging L&D professionals within the regional team, fostering a culture of learning excellence.
Essential Qualifications
- Minimum 3 years of experience designing and delivering learning solutions for call‑center environments, including onboarding, up‑skilling, and leadership development programs.
- Proven track record of creating blended curricula that combine classroom, digital, and on‑the‑job training modalities.
- Hands‑on experience with Learning Management Systems (LMS) and virtual training platforms; familiarity with authoring tools such as Articulate Storyline or Adobe Captivate is a plus.
- Strong facilitation skills with the ability to engage diverse audiences ranging from entry‑level agents to senior managers.
- Project management expertise—ability to manage multiple initiatives simultaneously, meet deadlines, and maintain meticulous documentation.
- Bachelor’s degree in Instructional Design, Adult Education, Human Resources, or a related field; a Master’s degree or relevant certifications (e.g., CPLP, ATD) is advantageous.
- Fluency in Portuguese and English; conversational Spanish is a plus.
- Demonstrated ability to thrive in fast‑paced, data‑driven environments with a strong focus on results.
Preferred Qualifications & Additional Skills
- Experience working in a multicultural, globally distributed organization.
- Background in content or knowledge management, including taxonomy development and information architecture.
- Familiarity with analytics tools (e.g., Power BI, Tableau) to visualize learning impact.
- Exposure to innovative facilitation technologies such as virtual reality (VR) or augmented reality (AR) for immersive training experiences.
- Passion for continuous improvement and a growth mindset that encourages experimentation and feedback.
Core Competencies for Success
- Strategic Thinking: Ability to translate business objectives into learning strategies that drive measurable outcomes.
- Communication: Excellent written and verbal communication skills; adept at presenting complex concepts in clear, concise language.
- Collaboration: Strong interpersonal skills to influence and partner with cross‑functional stakeholders.
- Analytical Acumen: Proficiency in interpreting performance data to identify trends and inform curriculum adjustments.
- Adaptability: Comfort navigating ambiguity, shifting priorities, and evolving technology landscapes.
- Leadership: Ability to mentor junior team members and champion a culture of learning across the organization.
Career Growth & Learning Opportunities
arenaflex invests heavily in the professional development of its employees. As a Senior Learning & Development Manager, you will have access to:
- Leadership development programs designed to prepare high‑potential talent for senior‑level roles.
- Mentorship from senior executives within the Global L&D and Customer Experience functions.
- Opportunities to work on cross‑regional projects, expanding your influence beyond the LatAm market.
- Funding for industry certifications, conferences, and workshops to keep you at the forefront of learning technology.
- A clear career path toward roles such as Regional L&D Director, Global Learning Strategy Lead, or Head of Customer Experience Enablement.
Work Environment & Culture at arenaflex
arenaflex fosters an inclusive, collaborative, and high‑energy culture where creativity is celebrated and every voice matters. Our teams operate in a hybrid model, blending remote flexibility with vibrant office spaces that encourage spontaneous idea exchange. Key cultural pillars include:
- Innovation: We encourage bold thinking and rapid experimentation.
- Customer Obsession: Every decision is guided by the desire to delight our subscribers.
- Freedom & Responsibility: Employees are empowered to own outcomes while being accountable for results.
- Diversity & Inclusion: A commitment to building a workforce that reflects the global audiences we serve.
Compensation, Perks & Benefits
arenaflex offers a competitive compensation package that reflects market standards and individual performance. While exact figures vary by location and experience, candidates can expect:
- Hourly rate ranging from $25 to $35 per hour, with potential bonuses tied to learning impact metrics.
- Comprehensive health, dental, and vision coverage.
- Generous paid time off, parental leave, and flexible work arrangements.
- Retirement savings plans with company matching contributions.
- Employee assistance programs, wellness initiatives, and access to on‑site fitness facilities (where applicable).
- Discounted subscriptions to arenaflex streaming services for you and your family.
Application Process
We aim to make the hiring journey transparent and candidate‑friendly. The typical process includes:
- Initial Screening: A brief conversation with a Talent Acquisition Partner to discuss your background and motivations.
- Technical & Behavioral Interviews: One or two interviews focused on your L&D expertise, project management experience, and cultural fit.
- Case Study / Presentation: You may be asked to develop a short learning solution or present a past project that demonstrates your impact.
- Final Discussion: A conversation with senior L&D leadership to explore alignment with arenaflex’s strategic goals.
- Offer & Onboarding: Once selected, you will receive a detailed offer package and a structured onboarding plan.
Ready to Make an Impact?
If you are passionate about designing world‑class learning experiences, thrive in a fast‑moving environment, and want to contribute to the success of a global entertainment leader, we want to hear from you. Join arenaflex’s mission to deliver unparalleled streaming experiences while empowering the people who make it happen.