Senior Learning Specialist – Adult Learning Design, Coaching & Performance Development for arenaflex Customer Service Operations

About arenaflex

arenaflex is a global leader in innovative business solutions, delivering cutting‑edge services to enterprises worldwide. With a commitment to excellence, arenaflex empowers its teams to create exceptional customer experiences, drive operational efficiency, and shape the future of commerce. Our culture blends high performance with a supportive environment, encouraging continuous learning, collaboration, and personal growth.

Why This Role Matters

At arenaflex, the learning experience is the cornerstone of our success. The Senior Learning Specialist will champion a world‑class training ecosystem that equips up to 30 Customer Support Associates with the skills, knowledge, and confidence they need to exceed expectations. This role is pivotal in shaping the future of arenaflex’s customer service excellence, ensuring every associate thrives in a dynamic, fast‑paced environment.

Role Overview

The Senior Learning Specialist will design, deliver, and continuously improve a portfolio of learning programs that span self‑directed modules, instructor‑led workshops, virtual classrooms, and experiential simulations. By leveraging data‑driven insights, you will identify coaching needs, craft engaging curricula, and partner with operational stakeholders to embed arenaflex’s mission and core principles into every learning touchpoint.

Key Responsibilities

• Program Design & Delivery: Create and facilitate diverse learning modalities—including live virtual sessions, in‑person workshops, on‑the‑job coaching, and blended e‑learning pathways—that align with arenaflex’s strategic objectives.
• Performance Metrics Management: Own end‑to‑end tracking of learning and performance metrics for assigned territories, ensuring data integrity and actionable reporting.
• New Hire & Ongoing Development: Oversee the complete onboarding curriculum, guaranteeing timely completion of new‑hire training, certification, and continuous development initiatives.
• Data Analysis & Reporting: Maintain robust Excel dashboards, analyze quantitative and qualitative data, and present insights to senior leadership to drive evidence‑based improvements.
• Stakeholder Partnership: Serve as the primary point of contact for operational teams, collaborating closely to align learning solutions with business needs and operational priorities.
• Coach Identification & Certification: Identify high‑potential learning coaches, develop certification pathways, and mentor them to become internal training champions.
• Project Leadership: Lead improvement projects that enhance business performance, streamline processes, and elevate the overall learning experience.
• Quality & Learning Metrics: Drive continuous improvement of quality standards, ensuring that learning outcomes translate into measurable performance gains.
• Facilitation & Communication: Conduct engaging Chime sessions, classroom workshops, and virtual meetings that inspire participation and reinforce arenaflex’s Contact Tenets and Leadership Principles.

Essential Qualifications

• Minimum 2 years of experience delivering training programs in a corporate or customer‑service environment.
• At least 1 year of direct experience in customer service or a related field, providing a solid understanding of frontline challenges.
• Proficiency with the Microsoft Office Suite (Word, PowerPoint, Outlook, Excel) and familiarity with instructional design software.
• Fluent in both Japanese and English, with exceptional spoken and written communication skills in both languages.
• Demonstrated ability to work flexibly across a 24/7, 365‑day global operation, adapting to multiple time zones and shifting priorities.
• Strong foundation in adult learning theory, curriculum development, and facilitation techniques.

Preferred Qualifications

• Prior experience as a corporate trainer, learning specialist, or similar role within a high‑growth organization.
• Project management expertise, including the ability to oversee multiple concurrent initiatives while meeting deadlines.
• Exceptional multitasking abilities, thriving in fast‑paced environments with competing priorities.
• Experience using learning management systems (LMS) and data analytics tools to track learner progress and program effectiveness.
• Demonstrated success in driving cultural change through learning interventions that align with organizational values.

Core Skills & Competencies

• Instructional Design: Ability to translate complex concepts into clear, engaging learning experiences using ADDIE, SAM, or similar frameworks.
• Facilitation Excellence: Skilled at leading both virtual and in‑person sessions that encourage interaction, critical thinking, and knowledge retention.
• Analytical Acumen: Proficient in interpreting performance data, identifying trends, and recommending actionable improvements.
• Communication: Strong storytelling ability, capable of articulating arenaflex’s mission, Contact Tenets, and Leadership Principles with passion.
• Collaboration: Proven track record of building trusted partnerships with cross‑functional teams, including operations, HR, and technology.
• Adaptability: Comfortable navigating ambiguity, quickly adjusting learning plans to meet evolving business needs.
• Coaching Mindset: Commitment to developing others, providing constructive feedback, and fostering a growth‑oriented culture.

Career Growth & Development

arenaflex invests heavily in the professional development of its people. As a Senior Learning Specialist, you will have access to:

• Mentorship from senior leaders in the Learning & Development organization.
• Opportunities to lead high‑visibility, cross‑regional projects that shape the future of arenaflex’s training strategy.
• Continuous learning resources, including certifications in instructional design, project management, and data analytics.
• A clear career ladder that can lead to roles such as Learning Manager, Training Operations Lead, or Director of Learning Experience.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to learning outcomes and business impact.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Generous paid time off, parental leave, and flexible work arrangements.
• Retirement savings plans with company matching contributions.
• Professional development stipend for conferences, certifications, and continuing education.
• Employee assistance programs, wellness initiatives, and virtual fitness memberships.

Work Environment & Culture at arenaflex

Our teams operate in a collaborative, inclusive, and high‑energy environment. At arenaflex you will experience:

• Diversity & Inclusion: A workplace where diverse perspectives are celebrated and every voice is heard.
• Innovation‑Driven Mindset: A culture that encourages experimentation, rapid iteration, and bold ideas.
• Customer‑Centric Focus: Every learning initiative is designed to enhance the experience of our customers and partners.
• Team Spirit: Regular virtual and in‑person events that foster camaraderie, knowledge sharing, and fun.
• Leadership Accessibility: Open‑door policies that allow you to connect directly with senior leaders and influence strategic decisions.

How to Apply

If you are passionate about shaping learning experiences, driving performance excellence, and thriving in a fast‑moving global organization, we want to hear from you. Join arenaflex and become a catalyst for transformative growth.

Apply Now and start your journey with arenaflex today!