Experienced Customer Service Learning & Development Program Manager – Bilingual (Portuguese/English) | Remote, Mexico | $30/Hour

Join arenaflex: Where Innovation Meets Opportunity

At arenaflex, we are dedicated to transforming the way the world experiences digital entertainment, customer service, and workforce development. We believe there is a better way to deliver exceptional service, and we are searching for talented professionals to help us achieve that mission. As a global leader in subscription-based services, arenaflex operates a vast international customer service network, and our people are at the heart of everything we do. Our goal is excellence, simplicity, and—most importantly—empowering our teams to deliver world-class experiences to millions of subscribers worldwide.

Are you a seasoned Learning & Development professional with a passion for designing transformative educational experiences? Do you thrive in fast-paced, data-driven environments where your work directly impacts business performance and customer satisfaction? If so, arenaflex invites you to explore a rare opportunity to join our dynamic Customer Service (CS) Latham team as a Program Manager for Learning & Development.

About the Role

arenaflex is seeking a skilled and visionary Program Manager to join our CS Learning & Development (L&D) team. This role will focus on addressing the learning needs of our outsourced call center partners in the Latham region, working closely with both local leadership and our global CS L&D team. You will play a pivotal role in shaping the educational journey of customer service representatives, senior agents, emerging leaders, and senior leadership audiences.

This position reports to the LatAm Learning & Development Manager and offers the opportunity to design, develop, and deliver engaging learning experiences for some of the most exceptional call center professionals in the industry. If you are passionate about instructional design, stakeholder collaboration, and driving measurable impact through learning, this is the role for you.

Key Responsibilities

Program Management

• Define, document, and maintain the scope of all regional L&D projects, ensuring alignment with business objectives.
• Create, track, and manage detailed project plans, timelines, and deliverables.
• Develop trusting, collaborative partnerships with outsourced call center partners in the region, serving as a valuable point of contact for all trainers in these facilities.
• Lead successful training rollouts and launches, ensuring seamless execution across multiple sites and audiences.
• Work closely with the broader CS L&D team and key regional and global stakeholders to ensure alignment around priorities and initiatives.

Learning Content Development & Instructional Design

• Conduct comprehensive gap analyses to identify performance and training opportunities, using a variety of inputs and data sources.
• Prioritize identified gaps and document strategic recommendations to address performance challenges.
• Research content and collaborate with subject matter experts (SMEs) and cross-functional stakeholders to develop consistent, accurate, and locally relevant training curriculum.
• Design innovative learning solutions, including instructor-led training, virtual classrooms, e-learning modules, and blended learning experiences.
• Develop essential course collateral, including facilitator guides, learner materials, presentation media, job aids, and knowledge assessments.
• Finalize materials through rigorous review cycles, pilot tests, and impact measurement.

Facilitation & Delivery

• Deliver learning material in both face-to-face and virtual environments to leadership audiences and pilot newly designed curriculum.
• Run train-the-trainer programs for call center trainers, ensuring consistent and high-quality delivery.
• Train and develop call center leaders to co-facilitate learning material, building internal capability and capacity.

Vendor Management & Relationship Building

• Partner with the training and operational teams of outsourced call center providers in the region to drive overall CS business performance.
• Guide vendor teams to achieve success through clear direction, support, and well-defined initiatives.
• Build and drive L&D governance for vendors, including data analysis frameworks, vendor support team structures, intake processes, and evaluation methodologies.

Stakeholder Management

• Build and foster strong partnerships with regional CS colleagues at arenaflex, serving as an effective voice of the local L&D team.
• Act as an active partner to the broader CS business by identifying learning opportunities, shaping priorities, and measuring impact.
• Collaborate with business leaders to transform operational opportunities into impactful L&D initiatives.

What You Should Have

Essential Qualifications

• Experience: 3+ years of experience designing soft skills and tool-based learning solutions, including onboarding programs for diverse audiences such as call center agents, senior agents, emerging leaders, and senior leadership.
• Facilitation Range: Proven experience designing and facilitating learning experiences ranging from 15-minute micro-learning modules to multi-week classroom programs.
• Technical Proficiency: Experience creating learning content, working with Learning Management Systems (LMSs), and leveraging virtual learning strategies and tools.
• Facilitation Skills: Strong facilitation experience in diverse instructor-led programs, with the ability to engage varied audiences effectively.
• Project Management: Demonstrated project management skills, with the ability to collaborate across teams and stakeholders, communicate effectively, and maintain attention to detail.
• Adaptability: Experience working in a fast-paced, results-oriented, data-driven environment.
• Autonomy: High degree of independence and ability to manage time efficiently.
• Education: Bachelor's degree in instructional design, education, or a related field. Master's degree is a plus.
• Language Skills: Fluent in Portuguese and English. Spanish is a strong plus.

Preferred Qualifications

• Experience working in a cross-cultural, international environment.
• Background in content or knowledge management.
• Experience designing training curriculum for service, retail, or call center managers and leaders.
• Familiarity with innovative facilitation tools and emerging learning technologies.

Who You Are

You are a strategic thinker with a passion for creating elegant, impactful learning solutions. You are comfortable picking up new technologies independently and excel in at least one core competency area, whether that's instructional design, facilitation, stakeholder management, or data analysis. You enjoy pushing the boundaries of what's possible in learning and development, leveraging data and analytics to drive continuous improvement.

You have a strong background in at least one of the following: learning program management, instructional design, organizational development, or vendor relationship management. You are familiar with large-scale learning ecosystems and comfortable working with diverse, multilingual audiences. You have an eye for detail, sound data intuition, and a passion for quality. You understand the importance of excellent documentation and continuous improvement.

You relate to and embrace the core elements of arenaflex culture. You enjoy working independently while also collaborating and giving and receiving candid feedback. You are comfortable working in a rapidly changing environment with evolving requirements, and you are nimble enough to take smart risks when warranted.

Work Location

We are considering applicants based in Mexico City, as well as fully remote candidates located anywhere within Mexico. This flexibility allows you to work where you are most productive while contributing to a global team.

Compensation & Benefits

At arenaflex, we carefully consider a wide range of compensation factors to determine your personal top-of-market value. We rely on market indicators to assess compensation, taking into account your unique job family, background, skills, and experience. The hourly rate for this role is approximately $30/hour, with a broader range of $25 to $35 per hour depending on qualifications and location.

In addition to competitive pay, arenaflex offers a comprehensive benefits package that may include:

• Health, dental, and vision insurance
• Generous paid time off and holiday schedules
• Professional development opportunities and tuition reimbursement
• Access to cutting-edge learning tools and platforms
• A collaborative, inclusive, and innovation-driven work environment
• Flexible work arrangements, including remote options

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our people. As a Program Manager on the L&D team, you will have access to continuous learning opportunities, mentorship from senior leaders, and a clear pathway for career advancement within a global organization. You will work on challenging, high-impact projects that shape the future of customer service training and development, giving you the skills and experience to grow into senior L&D leadership roles.

Why arenaflex?

arenaflex is more than just a workplace—it's a community of passionate, talented individuals united by a shared mission to deliver excellence. We foster a culture of curiosity, collaboration, and continuous improvement. We value diverse perspectives and believe that the best ideas come from teams with varied backgrounds and experiences. When you join arenaflex, you become part of a global family that is reshaping the future of entertainment and customer service.

Ready to Make an Impact?

If you are a driven, innovative learning professional looking to take your career to the next level, we want to hear from you. Bring your expertise, your passion, and your vision to arenaflex, and help us create exceptional learning experiences that empower our teams and delight our customers. Apply today and become a key player in shaping the future of customer service learning and development at arenaflex.