**Experienced Learning and Development Manager – Application Training and Development at arenaflex**

At arenaflex, we're revolutionizing the way people consume entertainment worldwide. Our team is dedicated to providing exceptional customer service experiences for our subscribers across the globe. As a key member of our Learning and Development (L&D) team, you will play a crucial role in shaping the learning and development strategy for our customer service operations in the Americas. **About arenaflex** arenaflex is a global entertainment company that produces and distributes content to over 220 million subscribers in over 190 countries. Our mission is to entertain the world, and we're committed to creating a culture that values innovation, creativity, and collaboration. We're passionate about empowering our employees to grow and develop their skills, and we're looking for a talented Learning and Development Manager to join our team. **Job Summary** We're seeking an experienced Learning and Development Manager to join our L&D team in Alphaville. As a Learning and Development Manager, you will be responsible for designing, developing, and delivering training programs for our customer service teams. You will work closely with our outsourced call center partners to ensure that our training programs meet the needs of our customers and our business goals. **Key Responsibilities** * Program Management: + Outline, document, and maintain the scope of all local L&D projects. + Create, manage, and maintain task plans. + Develop a trusting partnership with the outsourced call center partners in the region and be a valuable point of contact for all trainers in these facilities, responsible for successful training rollouts and launches. * Learning Content Development/Educational Design: + Using a variety of inputs, conduct gap analysis for performance and training opportunities, or improvements to identify local and global curriculum needs for tool-based technical and behavioral soft skills. + Prioritize the importance of identified gaps, document and present strategies, findings, and recommendations to address performance gaps. + Study content and/or collaborate with subject matter experts (SMEs) and other cross-functional stakeholders to develop regular and accurate locally and globally valid training curriculum. + Expand solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer relevant, hard, and efficient learning experiences. + Develop essential course collateral including facilitator and learner materials, presentation media, task aids, and knowledge checks. + Finalize materials through reviews, pilot tests, etc., and be able to measure and show the impact of these training programs. * Facilitation: + Deliver learning material in face-to-face and virtual environments to leadership audiences and pilot any newly designed curriculum. + Run train-the-trainer programs for call center trainers. + Educate and develop call center leaders to co-facilitate the delivery of learning material. * Dealer Management and Relationship Building: + Partner with the education and operational teams of our outsourced call center providers in the region and contribute to the overall performance of the CS business. + Guide these teams to achieve success with the right path, support, and tasks. + Be able to build and drive L&D governance for the companies: data analysis, vendor support team structure, intake framework, evaluation framework, etc. * Stakeholder Management: + Build and foster strong partnerships with regional CS colleagues at arenaflex and be an effective voice of the local L&D team. + Be an active partner to the overall CS business by participating in learning opportunities, priorities, and impact. + Collaborate with other business leaders and transform operational opportunities into L&D opportunities. **Essential Qualifications** * 3+ years of experience designing soft skills and technical learning solutions, including onboarding programs focused across a range of levels call center agents, senior call center managers, rising leaders, and senior executive audiences. * Enjoy designing and facilitating learning services that range from a 15-minute learning to multi-week classroom programs. * Experience creating learning's, working with LMSs, and virtual learning strategies and tools is highly desired. * Stable facilitation experience in various instructor-led programs for various audiences and training skills. * Project management experience, ability to collaborate with a team and stakeholders, communicate effectively, and be attentive to detail. * Enjoy working in a fast-paced, outcomes-oriented, data-driven environment. * High level of independence and ability to work and manage own time efficiently. * Bachelor's degree in instructional design or a related field, Master's degree a plus. * Fluent in Portuguese and English. Spanish is a plus. * Experience working in a cross-cultural global environment is a plus. * Enjoy content/knowledge management is a plus. * Enjoy designing education curriculum for service, retail, or call center managers/leaders is a plus. * Enjoy with innovative facilitation tools is a plus. **Preferred Qualifications** * Experience working in a customer service or call center environment. * Familiarity with arenaflex's products and services. * Experience working with outsourced call center partners. * Experience with learning management systems (LMSs) and virtual learning platforms. * Experience with data analysis and reporting. * Experience with adult learning theory and instructional design models. **What We Offer** * Competitive salary and benefits package. * Opportunity to work with a global entertainment company. * Collaborative and dynamic work environment. * Professional development opportunities. * Flexible work arrangements. **How to Apply** If you're passionate about learning and development and want to join a dynamic team, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Note:** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. Apply for this job