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

About arenaflex

arenaflex is a global leader in innovative business solutions, empowering millions of customers worldwide through cutting‑edge technology, data‑driven insights, and unparalleled service excellence. Our Business Customer Service (BCS) division supports a diverse portfolio of enterprise clients, helping them streamline procurement, optimize supply chains, and accelerate growth. At arenaflex, learning is not just a function—it is a strategic engine that fuels continuous improvement, employee empowerment, and superior customer experiences.

Why This Role Matters

As a Senior Learning Specialist within arenaflex’s Business Customer Service Learning Delivery team, you will be the architect of transformative learning experiences that shape the capabilities of up to 30 Customer Support Associates. Your mission is to design, deliver, and continuously refine training programs that blend adult‑learning science with real‑world application, ensuring every associate is equipped to exceed performance expectations and embody arenaflex’s core values.

Key Responsibilities

Strategic Learning Design & Delivery

• Develop and execute multi‑modal learning solutions—including self‑directed e‑learning, instructor‑led workshops, virtual classrooms, and experiential simulations—that align with arenaflex’s business objectives.
• Craft curriculum that reflects the arenaflex Contact Tenets and Leadership Principles, translating corporate strategy into actionable daily behaviors.
• Lead live training sessions for new‑hire onboarding, transfer batches, and continuous skill‑enhancement programs, ensuring consistency across in‑person and virtual formats.
• Utilize instructional design best practices to create engaging content, assessments, and job aids that promote knowledge retention and on‑the‑job performance.

Performance Coaching & Development

• Partner with operational stakeholders to serve as the primary point of contact for the Learning Experience team, aligning training initiatives with real‑time performance data.
• Identify high‑potential associates and certify them as learning coaches, building a sustainable internal coaching ecosystem.
• Conduct regular performance reviews, provide actionable feedback, and design individualized development plans that drive measurable improvement.
• Facilitate “chime” sessions and classroom workshops that reinforce best practices, address skill gaps, and celebrate successes.

Data‑Driven Insight & Continuous Improvement

• Maintain comprehensive learning metrics dashboards, tracking completion rates, assessment scores, and post‑training performance indicators.
• Analyze quantitative and qualitative data to pinpoint training needs, recommend curriculum adjustments, and forecast future learning demands.
• Lead cross‑functional improvement projects that enhance business performance, quality standards, and customer satisfaction scores.
• Report findings to senior leadership using clear visualizations and narrative summaries, driving strategic decision‑making.

Operational Excellence & Stakeholder Collaboration

• Oversee end‑to‑end management of live performance metrics for assigned territories, ensuring alignment with arenaflex’s service level agreements.
• Coordinate with regional managers, quality assurance teams, and technology partners to integrate learning solutions into daily workflows.
• Maintain meticulous documentation of training schedules, attendance records, and certification statuses in accordance with compliance requirements.
• Adapt training delivery to accommodate 24/7 global operations, supporting associates across multiple time zones and cultural contexts.

Essential Qualifications

• Minimum 2 years of experience delivering training programs in a corporate or contact‑center environment.
• At least 1 year of direct customer service experience, demonstrating empathy, problem‑solving, and communication excellence.
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Outlook, Excel) and modern instructional software (e.g., Articulate, Captivate, LMS platforms).
• Fluent in both Japanese and English, with impeccable spoken and written communication skills in each language.
• Demonstrated knowledge of adult‑learning theory, curriculum design, and facilitation techniques.
• Ability to thrive in a fast‑paced, 24/7/365 global team environment, adapting to shifting priorities and diverse stakeholder needs.

Preferred Qualifications & Additional Skills

• Prior experience as a corporate trainer, learning specialist, or similar role within a large‑scale service organization.
• Project management expertise, including the ability to oversee multiple concurrent learning initiatives and meet tight deadlines.
• Strong multitasking capabilities, with a track record of balancing instructional design, delivery, and performance coaching responsibilities.
• Experience leveraging data analytics tools (e.g., Tableau, Power BI) to drive learning impact assessments.
• Certification in instructional design, adult education, or related fields (e.g., CPLP, ATD Certified Professional).

Core Competencies for Success

• Communication Excellence: Ability to convey complex concepts clearly, inspire engagement, and adapt messaging for varied audiences.
• Strategic Thinking: Align learning initiatives with broader business goals, anticipating future skill requirements.
• Collaboration & Influence: Build strong partnerships across operations, quality, technology, and leadership teams.
• Analytical Acumen: Translate performance data into actionable learning interventions.
• Innovation Mindset: Continuously explore emerging learning technologies and methodologies to keep arenaflex ahead of the curve.

Career Growth & Development Opportunities

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 Learning & Development and Customer Experience.
• Funding for industry certifications, conferences, and advanced instructional design courses.
• Opportunities to lead enterprise‑wide learning initiatives, expanding your influence beyond the BCS division.
• A clear career pathway toward roles such as Learning Manager, Organizational Development Lead, or Global Training Director.

Work Environment & Culture at arenaflex

Our culture is built on curiosity, inclusion, and relentless improvement. You will join a diverse, collaborative team that values:

• Customer Obsession: Every learning decision is rooted in delivering exceptional experiences to our clients.
• Ownership: You are empowered to take initiative, experiment, and own outcomes.
• Invent and Simplify: We encourage creative problem‑solving and the simplification of complex processes.
• Learn and Be Curious: Continuous learning is celebrated, and knowledge sharing is a daily habit.

Our offices feature modern workspaces, quiet zones for focused content creation, and state‑of‑the‑art virtual collaboration tools that support hybrid work models.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent, including:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to learning impact and business outcomes.
• Comprehensive health, dental, and vision plans.
• 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.
• Technology stipend for home office setup and continuous learning resources.

How to Apply

If you are passionate about shaping the future of customer service talent, thrive in a data‑driven learning environment, and are ready to make a lasting impact at arenaflex, we want to hear from you. Submit your resume and a compelling cover letter that showcases your instructional design expertise, bilingual communication skills, and commitment to excellence.

Join arenaflex and Elevate the Learning Experience

At arenaflex, your work will directly influence the success of thousands of associates and the satisfaction of our global client base. Become a catalyst for growth, innovation, and operational excellence. Apply today and embark on a rewarding career journey with a company that values your talent, curiosity, and drive.