Experienced Senior Instructional Designer – Customer Service Learning Program Management

At arenaflex, we're on a mission to revolutionize the way we learn and grow. As a Senior Instructional Designer on our Customer Service Learning team, you'll play a critical role in shaping the future of customer service training and development. If you're passionate about adult learning, eager to create high-quality and impactful training solutions, and excited about the prospect of joining a dynamic and customer-obsessed organization, we want to hear from you!

About arenaflex

arenaflex is a global leader in e-commerce, with a customer-centric approach that sets us apart from the rest. Our Customer Service (CS) organization is the backbone of our mission, with a team of dedicated Customer Service Associates (CSAs) working across multiple contact channels to deliver exceptional customer experiences. Our Customer Service Learning team is responsible for building new hire training programs that are flexible, scalable, and prepare CSAs to deliver world-class customer service.

A Day in the Life

As a Senior Instructional Designer on our team, you'll be responsible for managing multiple learning programs simultaneously, each with its unique complexities and time-critical deliverables. You'll lead Instructional Design projects from scoping, research, and analysis to design, development, launch readiness, and post-launch evaluation. Your expertise will be sought after by Contact Center teams, Product Teams, Subject Matter Experts, and other key stakeholders to ensure that our training interventions are optimized for accessibility, diversity, equity, and inclusion.

Key Responsibilities

* Manage multiple learning programs with varying levels of complexity and time-critical deliverables throughout their entire life cycle

• Lead Instructional Design projects from conception to completion, ensuring that training interventions are optimized for accessibility and diversity, equity, and inclusion
• Collaborate with Contact Center teams, Product Teams, Subject Matter Experts, and other key stakeholders to ensure that learner needs are at the forefront of our efforts
• Design and develop training interventions that utilize a variety of learning modalities, including self-directed, instructor-led, and blended learning
• Facilitate programs in person and virtually, leveraging your expertise to drive engagement and retention
• Travel up to 10% to support training initiatives and collaborate with cross-functional teams

Essential Qualifications

* 3+ years of program or project management experience

• 3+ years of defining and executing against program timeline and requirements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience working cross-functionally with tech and non-tech teams
• Experience using data and metrics to determine and drive improvements
• Bachelor's degree
• 5+ years of professional experience in the area of instructional design
• Excellent writing and editing skills
• Experience in development with eLearning tools such as Captivate, Articulate Rise/Storyline, Vyond, Camtasia, Adobe Photoshop/Illustrator, Flash, and software technology like HTML, JavaScript for Web Design basics and tools for any integrations and content hosting requirements
• Ability to travel up to 10%

Preferred Qualifications

* 3+ years of driving process improvements experience

• 2+ years of managing stakeholders in cross-functional project experience
• Experience in complex problem-solving and working in a tight schedule environment
• Master's degree in business, HR, or a related field
• Strong understanding of AI concepts, tools, and its applications in L&D

About Our Team

Our Customer Service Learning team is a dynamic and customer-obsessed group of professionals who are passionate about adult learning and eager to create high-quality and impactful training solutions. We're a collaborative and fast-paced team that values creativity, innovation, and continuous improvement. If you're looking for a challenging and rewarding role that will allow you to grow and develop as a professional, we want to hear from you!

Benefits and Compensation

arenaflex offers a comprehensive benefits package that includes:

• Medical, dental, and vision coverage
• Maternity and parental leave options
• Paid time off (PTO)
• 401(k) plan
• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package

How to Apply

If you're passionate about adult learning, eager to create high-quality and impactful training solutions, and excited about the prospect of joining a dynamic and customer-obsessed organization, we want to hear from you! Please submit your application via our internal or external career site. Apply Job! Apply for this job