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

About arenaflex

arenaflex is a global leader in innovative commerce solutions, empowering businesses of all sizes to thrive in a rapidly evolving digital marketplace. Our arenaflex Business Customer Service (ABCS) division delivers world‑class support to a diverse portfolio of enterprise customers, ensuring seamless experiences across every touchpoint. As part of our commitment to continuous improvement, we invest heavily in the development of our people, believing that a well‑trained, motivated workforce is the engine that drives exceptional customer outcomes.

Why This Role Matters

At arenaflex, learning is not a one‑time event—it is a strategic, ongoing journey that fuels both individual growth and organizational excellence. The Senior Learning Specialist you will become is the catalyst for that journey. You will design, deliver, and continuously refine learning experiences that empower up to 30 Customer Support Associates to exceed performance expectations, embody the arenaflex mission, and live the arenaflex Contact Tenets and Leadership Principles every day.

Key Responsibilities

Strategic Learning Design & Delivery

• Develop and execute multi‑modal training programs—including self‑directed e‑learning, instructor‑led classroom sessions, virtual workshops, and experiential simulations—to address both new‑hire onboarding and ongoing skill development.
• Craft curriculum that aligns with arenaflex’s strategic objectives, ensuring every learning module reinforces core business processes, compliance standards, and the arenaflex Contact Tenets.
• Facilitate live learning sessions, virtual “chime” meetings, and classroom workshops, adapting delivery style to suit diverse learner preferences and cultural contexts.
• Maintain a rigorous adult‑learning framework, applying proven instructional design models (ADDIE, SAM, Bloom’s Taxonomy) to maximize knowledge retention and on‑the‑job performance.

Performance Coaching & Development

• Partner with operational stakeholders to act as the primary point of contact for the Learning Experience team, translating business needs into targeted learning interventions.
• Identify high‑potential associates, certify them as learning coaches, and build a sustainable internal coaching ecosystem.
• Conduct regular performance reviews, leveraging quantitative metrics (KPIs, CSAT scores, quality audits) and qualitative feedback to drive personalized coaching plans.
• Lead individual and team improvement projects, using data‑driven insights to recommend process enhancements that boost efficiency and customer satisfaction.

Metrics Management & Reporting

• Own end‑to‑end management of live performance metrics for the assigned territory, ensuring data integrity and timely reporting.
• Produce detailed Excel‑based dashboards that track training completion rates, certification statuses, and post‑training performance trends.
• Analyze learning effectiveness using statistical techniques (e.g., regression analysis, hypothesis testing) to continuously refine program design.
• Present findings and actionable recommendations to senior leadership, highlighting ROI and impact on key business outcomes.

Cross‑Functional Collaboration

• Work closely with Operations, Quality Assurance, and Workforce Management teams to synchronize training calendars, resource allocation, and performance improvement initiatives.
• Facilitate knowledge‑sharing sessions across regions, ensuring consistent learning experiences for a 24/7 × 365 global workforce.
• Serve as an ambassador for arenaflex’s culture, championing diversity, inclusion, and continuous learning in every interaction.

Essential Qualifications

• Minimum 2 + years of experience delivering corporate training, preferably in a high‑volume contact‑center environment.
• At least 1 year of direct customer service or customer‑service‑related experience, providing a solid foundation for empathy‑driven instruction.
• Demonstrated fluency in both Japanese and English—spoken and written—with a track record of delivering bilingual training content.
• Advanced proficiency with Microsoft Office Suite (Word, PowerPoint, Outlook, Excel) and familiarity with instructional software (e.g., Articulate Storyline, Adobe Captivate, LMS platforms).
• Strong analytical mindset, capable of interpreting complex data sets and translating insights into actionable learning strategies.
• Proven ability to manage multiple projects simultaneously, meet tight deadlines, and adapt to shifting priorities in a fast‑paced environment.

Preferred Qualifications & Skills

• Certification in instructional design or adult learning (e.g., CPTD, ATD, ILP).
• Experience designing and facilitating virtual learning experiences using platforms such as Zoom, Microsoft Teams, or Webex.
• Project management experience (PMP, PRINCE2, or equivalent) with a focus on learning initiatives.
• Knowledge of learning analytics tools (e.g., Tableau, Power BI) to visualize and communicate impact.
• Demonstrated ability to coach and mentor peers, fostering a culture of peer‑to‑peer development.
• Flexibility to work across multiple time zones, supporting a global team that operates 24 hours a day, 7 days a week.

Core Competencies for Success

• Communication Excellence: Clear, concise, and engaging delivery in both Japanese and English, tailored to varied audience skill levels.
• Innovative Thinking: Ability to experiment with emerging learning technologies (micro‑learning, gamification, AR/VR) and integrate them into the curriculum.
• Data‑Driven Decision Making: Comfort with statistical analysis, KPI tracking, and continuous improvement cycles.
• Leadership Presence: Modeling arenaflex Leadership Principles, inspiring confidence, and driving accountability across teams.
• Collaboration & Influence: Building strong relationships with cross‑functional partners to align learning objectives with business goals.
• Adaptability: Thriving in a dynamic environment, quickly pivoting strategies to meet evolving customer and operational needs.

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders in the Learning & Development organization.
• Funding for industry certifications, conferences, and advanced instructional design courses.
• Opportunities to lead enterprise‑wide learning initiatives, expanding your influence beyond the ABCS division.
• A clear career ladder that can lead to roles such as Learning Manager, Training Operations Lead, or Director of Workforce Development.

Work Environment & Culture at arenaflex

Our culture is built on the pillars of curiosity, collaboration, and customer obsession. You will join a diverse, inclusive team that values:

• Innovation: We encourage experimentation and reward creative solutions that improve the learning experience.
• Employee Well‑Being: Flexible work arrangements, wellness programs, and a supportive community that respects work‑life balance.
• Recognition: Regular acknowledgment of achievements through awards, spot bonuses, and public commendations.
• Global Perspective: Collaboration with colleagues across continents, gaining exposure to a variety of markets and cultural insights.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior learning roles.
• Performance‑based bonuses tied to training effectiveness and business impact.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and holiday schedules.
• Professional development stipend, tuition reimbursement, and access to an extensive internal learning library.
• Employee assistance programs, mental‑health resources, and wellness initiatives.

How to Apply

If you are passionate about shaping the future of customer service talent, thrive in a data‑rich environment, and are eager to make a measurable impact at a global leader, we want to hear from you. Submit your application today and embark on a rewarding career journey with arenaflex.

Apply Now