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

About arenaflex

arenaflex is a global leader in innovative business solutions, delivering cutting‑edge services that empower enterprises to thrive in a rapidly evolving marketplace. With a commitment to excellence, arenaflex blends technology, data‑driven insights, and a people‑first philosophy to create seamless experiences for both customers and employees. Our Business Customer Service (ABCS) division serves a diverse portfolio of corporate clients, providing them with tailored support that drives productivity, reduces costs, and enhances satisfaction. As part of our ongoing growth, arenaflex is investing heavily in learning and development to ensure every associate has the tools, knowledge, and confidence to exceed expectations.

Why This Role Matters

At arenaflex, learning is not a one‑time event—it is a continuous journey. The Senior Learning Specialist you will become is the catalyst that transforms raw talent into high‑performing professionals. You will design, deliver, and refine learning experiences that shape the future of our Customer Service Associates, ensuring they embody arenaflex’s mission, values, and the rigorous standards that set us apart in the industry.

Role Summary

The Senior Learning Specialist will lead a dynamic learning delivery team responsible for up to 30 Customer Support Associates. You will craft immersive adult‑learning environments—both in‑person and virtual—using a blend of instructional strategies, data analytics, and coaching techniques. Your primary focus will be to create a sustainable learning ecosystem that drives long‑term success, performance excellence, and employee engagement across the ABCS territory.

Key Responsibilities

• Learning Program Design & Delivery: Develop and execute multi‑modal training programs, including self‑directed modules, instructor‑led workshops, virtual classrooms, and experiential learning activities.
• Performance Metrics Management: Own end‑to‑end live performance metrics for the assigned territory, monitoring learning outcomes, coaching effectiveness, and overall associate productivity.
• Curriculum Development: Create curriculum content that aligns with arenaflex’s Business Customer Service standards, incorporating the latest industry best practices and feedback loops.
• Data‑Driven Insight Generation: Leverage quantitative and qualitative data to identify skill gaps, coaching needs, and opportunities for continuous improvement.
• Stakeholder Partnership: Serve as the primary point of contact for operational stakeholders, collaborating closely to align learning initiatives with business objectives.
• Coach Certification & Development: Identify, train, and certify internal learning coaches, building a sustainable internal talent pipeline.
• Project Leadership: Lead improvement projects that enhance business performance, quality metrics, and learning effectiveness.
• Facilitation & Communication: Conduct live classroom sessions, virtual “chime” meetings, and on‑the‑job coaching to reinforce learning objectives.
• Reporting & Documentation: Maintain comprehensive reports in Excel and other analytics tools, ensuring transparency and actionable insights for leadership.
• Compliance & Quality Assurance: Uphold arenaflex’s Contact Tenets and Leadership Principles, embedding them into every learning interaction.

Essential Qualifications

• Minimum of 2 years experience in a training delivery role, with a proven track record of designing and facilitating adult learning programs.
• At least 1 year experience in a customer service environment or a closely related field.
• 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—spoken and written—with a high degree of accuracy and cultural sensitivity.
• Demonstrated flexibility to work across a 24/7 × 365 global team, adapting to multiple time zones and shifting priorities.
• Strong foundation in adult learning theory, instructional design, and facilitation techniques.

Preferred Qualifications

• Experience as a corporate trainer, learning specialist, or similar role within a fast‑paced, technology‑driven organization.
• Project management expertise, including the ability to oversee multiple concurrent initiatives while meeting deadlines.
• Exceptional multitasking abilities, with a talent for balancing strategic planning and day‑to‑day execution.
• Certification in instructional design (e.g., CPTD, ATD) or related professional development credentials.
• Prior exposure to data analytics tools (e.g., Tableau, Power BI) for learning impact measurement.

Core Skills & Competencies

• Instructional Design Mastery: Ability to translate complex concepts into engaging, learner‑centric content.
• Coaching & Mentoring: Skilled at providing constructive feedback, fostering growth mindsets, and driving performance improvement.
• Analytical Acumen: Comfortable interpreting data trends, generating insights, and applying them to refine learning strategies.
• Communication Excellence: Clear, persuasive, and culturally aware communication in both Japanese and English.
• Technology Fluency: Proficient with virtual collaboration tools (Zoom, Teams, Webex) and learning management systems.
• Leadership Alignment: Deep understanding of arenaflex’s mission, Contact Tenets, and Leadership Principles, and the ability to embed them into training experiences.

Learning & Development Opportunities

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

• Advanced instructional design workshops and certifications funded by the company.
• Mentorship programs with senior leaders across the organization.
• Cross‑functional project assignments that broaden your strategic perspective.
• Regular attendance at industry conferences, webinars, and knowledge‑sharing forums.
• Opportunities to publish internal case studies and contribute to arenaflex’s thought leadership blog.

Culture & Work Environment

arenaflex fosters an inclusive, collaborative, and high‑energy culture where curiosity is celebrated and innovation thrives. Our ABCS teams operate in a supportive environment that values:

• Employee Well‑Being: Flexible work arrangements, wellness programs, and mental‑health resources.
• Diversity & Inclusion: A commitment to building diverse teams and ensuring every voice is heard.
• Recognition & Rewards: Regular acknowledgment of outstanding contributions through awards, spot bonuses, and career advancement pathways.
• Continuous Feedback: Open channels for feedback, enabling rapid iteration and improvement.

Compensation, Perks & Benefits

While specific salary details are tailored to experience and market benchmarks, arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with industry standards for senior learning roles.
• Performance‑based bonuses tied to learning outcomes and business impact.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and holiday schedules.
• Professional development stipend for certifications, courses, and conferences.
• Access to cutting‑edge learning technologies and resources.

Career Path & Advancement

Success in this role opens doors to a variety of senior leadership trajectories within arenaflex, such as:

• Learning & Development Manager – overseeing regional or global learning strategies.
• Organizational Development Lead – shaping talent frameworks and culture initiatives.
• Customer Experience Director – driving end‑to‑end service excellence across multiple channels.
• Strategic Operations Partner – collaborating with senior executives on business transformation projects.

How to Apply

If you are passionate about creating transformative learning experiences, thrive in a fast‑moving global environment, and are eager to make a measurable impact on arenaflex’s Business Customer Service teams, we want to hear from you. Submit your resume, a cover letter highlighting your most relevant achievements, and any supporting portfolio items that showcase your instructional design expertise.

Join arenaflex today and become a pivotal part of a company that values learning as the engine of growth, innovation, and lasting success.