Experienced Customer Service Learning & Development Program Manager – Remote, $30/Hour

About arenaflex

arenaflex is a forward-thinking leader in the global entertainment and streaming industry, dedicated to transforming the way the world experiences on-demand content. With millions of subscribers across every continent, we believe that great storytelling begins with great people—and great people thrive when they are supported by world-class training, innovative tools, and a culture that prizes curiosity, autonomy, and impact. Our global Customer Service (CS) organization is the bridge between our subscribers and the content they love, handling millions of interactions every month across multiple languages, time zones, and cultures.

To keep that experience consistently excellent, we invest deeply in the people who power our contact centers, partnering with outsourced teams around the world and equipping them with the skills, knowledge, and confidence to delight every customer they serve.

We are now hiring an accomplished, bilingual Customer Service Learning & Development Program Manager to join our regional L&D team supporting outsourced call center operations in Mexico and Latin America. This is a full-time, remote-eligible role offering a highly competitive hourly rate of approximately $30/hour (with a broader range of $25–$35/hour based on experience, location, and skills). If you are passionate about designing learning experiences that change behavior, building trusted partnerships with vendor partners, and driving measurable business impact through education, this is your opportunity to do the most meaningful work of your career with arenaflex.

Position Overview

As a Customer Service Learning & Development Program Manager at arenaflex, you will own the end-to-end learning strategy for our regional outsourced contact center partner network. You will partner closely with the LatAm Learning & Development Manager, global CS L&D colleagues, vendor training teams, and operational leaders to assess performance gaps, design engaging curriculum, and deliver training programs that elevate the skills of customer service agents, senior agents, emerging leaders, and senior leaders alike. This role combines program management, instructional design, facilitation, vendor relationship building, and executive stakeholder management—making it ideal for a learning professional who wants to operate at the intersection of people development and business strategy.

This position reports to the LatAm Learning & Development Manager based in our Alphaville office, and welcomes candidates located in Mexico City as well as those working fully remotely from anywhere within Mexico.

Key Responsibilities

Program Management

• Define, document, and continuously maintain the scope of all regional L&D projects, ensuring clarity of objectives, deliverables, and success metrics from kickoff through closeout.
• Create, track, and maintain detailed project plans that align with broader CS L&D roadmaps and regional business priorities.
• Develop trusted partnerships with outsourced call center partners across the region, serving as a valuable point of contact for all trainers operating within those facilities.
• Be accountable for the successful rollout and launch of training programs across multiple vendor sites, languages, and audiences.
• Work hand-in-hand with the broader CS L&D team, global stakeholders, and regional partners to ensure alignment on key priorities, initiatives, and timelines.

Learning Content Development & Instructional Design

• Conduct comprehensive gap analyses using a variety of inputs—including performance data, learner feedback, stakeholder interviews, and operational metrics—to identify opportunities for performance improvement through training.
• Prioritize identified gaps based on business impact, feasibility, and strategic alignment, then document and present findings, strategies, and recommendations to senior leadership.
• Research content, collaborate with subject matter experts (SMEs), and partner with cross-functional stakeholders to develop consistent, accurate, and locally relevant training curriculum that scales globally.
• Design learning solutions across a range of modalities, including instructor-led training, virtual classroom experiences, e-learning modules, blended programs, microlearning, and on-the-job task aids.
• Build essential course collateral including facilitator guides, learner workbooks, presentation media, knowledge checks, and post-training reinforcement tools.
• Finalize learning materials through structured review cycles, pilot testing, and impact measurement, demonstrating clear improvements in performance, quality, and customer satisfaction.

Facilitation & Delivery

• Deliver engaging learning material in both face-to-face and virtual environments to audiences ranging from new call center agents to senior leadership.
• Pilot newly designed curriculum with live audiences, gather feedback, and iterate to refine content and delivery.
• Run train-the-trainer programs that empower call center trainers to confidently deliver and reinforce learning content at scale.
• Educate and develop call center leaders to co-facilitate the delivery of learning material, embedding a culture of continuous learning throughout the operation.

Vendor Management & Relationship Building

• Partner closely with the training and operational teams of our outsourced call center providers across the region, contributing to the overall performance of the CS business.
• Guide vendor teams toward success by providing clear direction, coaching, support, and well-defined projects.
• Build and drive L&D governance for vendor partners, including data analysis, vendor support team structure, intake frameworks, evaluation frameworks, and reporting cadences.

Stakeholder Management

• Build and foster strong, trust-based 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 participating in identifying learning opportunities, setting priorities, and measuring impact.
• Collaborate with business leaders to transform operational opportunities—such as quality gaps, new product launches, or process changes—into effective L&D interventions.

Essential Qualifications

• A minimum of three (3) years of experience designing soft skills and tools-based learning solutions, including onboarding programs for audiences ranging from call center agents to senior leaders.
• Proven experience designing and facilitating learning offerings that range from 15-minute microlearning sessions to multi-week classroom experiences.
• Hands-on experience creating digital learning content, working with Learning Management Systems (LMSs), and applying modern virtual learning strategies and tools.
• Strong facilitation experience delivering a variety of instructor-led programs to diverse audiences, with excellent presentation and training skills.
• Solid project management experience, with the ability to collaborate across teams and stakeholders, communicate effectively, and maintain close attention to detail.
• Demonstrated ability to thrive in a fast-paced, results-oriented, data-driven environment.
• A high degree of independence and the ability to manage your own time, priorities, and workload effectively.
• Bachelor's degree in Instructional Design, Education, Organizational Development, or a closely related field.
• Fluent in both Portuguese and English, written and spoken.

Preferred Qualifications

• Master's degree in Instructional Design, Learning Sciences, Organizational Psychology, or a related discipline.
• Professional working proficiency in Spanish.
• Experience working in cross-cultural, global environments.
• Experience in content or knowledge management systems and practices.
• Experience designing training curriculum specifically for service, retail, or call center managers and leaders.
• Familiarity with innovative facilitation tools, gamification, virtual reality learning, or other emerging L&D technologies.

Core Skills & Competencies

• Instructional Design Mastery: Deep understanding of adult learning principles, ADDIE and agile instructional design frameworks, and Kirkpatrick/Phillips evaluation models.
• Analytical Thinking: Ability to interpret performance data, quality metrics, and learner analytics to inform design decisions and demonstrate training impact.
• Stakeholder Partnership: Outstanding communication, influencing, and relationship-building skills with audiences ranging from front-line trainers to senior executives.
• Project Management: Strong organizational and planning skills with a track record of delivering complex, multi-stakeholder learning programs on time and within scope.
• Creative Problem Solving: A knack for designing fresh, engaging learning experiences that go beyond static slide decks and traditional lectures.
• Adaptability: Comfortable operating in a rapidly changing environment with ambiguous requirements, embracing smart risk-taking and nimble execution.
• Cultural Agility: Sensitivity to and respect for the cultural nuances of learners across Mexico, Brazil, and the broader Latin American region.
• Technical Fluency: Working knowledge of LMS platforms, authoring tools (such as Articulate, Adobe Captivate, or similar), video production, and virtual collaboration tools.

Career Growth & Development Opportunities

At arenaflex, career growth is not a slogan—it is a structured reality. When you join our team, you gain access to a comprehensive learning ecosystem designed to help you flourish professionally and personally. You will have a dedicated career mentor, an annual learning stipend to pursue certifications and conferences, and the freedom to experiment with new instructional design approaches through internal innovation challenges. As arenaflex continues to scale across Latin America, this role offers a clear pathway to senior L&D leadership positions, global L&D program ownership, and cross-functional opportunities within our broader People and Talent organization. Many of our most senior learning leaders began their journey in roles very similar to this one.

Work Environment & Company Culture

arenaflex is built on a culture of freedom, responsibility, and high performance. We hire smart, self-directed adults and trust them to make the right decisions for our subscribers and our business. Our workplace is inclusive, diverse, and grounded in the belief that different perspectives drive better outcomes.

As a remote-eligible team member, you will enjoy the flexibility to work from home while staying deeply connected to your colleagues through regular virtual team-building events, in-person regional gatherings, and ongoing collaboration. We embrace candid feedback, value psychological safety, and celebrate curiosity, innovation, and the courage to challenge the status quo. If you love working independently but also thrive in collaborative environments where you can give and receive honest feedback, you will feel right at home at arenaflex.

Compensation, Perks & Benefits

We carefully consider a wide range of compensation factors to determine your personal top-of-market offer. Our hourly rate for this role typically falls between $25 and $35/hour, with a target of approximately $30/hour for well-qualified candidates. Compensation varies based on job family, skills, experience, and location, and is benchmarked against current market indicators to ensure we remain highly competitive.

Beyond base pay, arenaflex offers a robust benefits package that may include comprehensive health, dental, and vision coverage, generous paid time off, paid parental leave, retirement savings contributions, learning and development stipends, wellness programs, and exclusive entertainment perks. Specific benefits vary by country and employment classification, and our talent team will walk you through the full details of what is available in your location.

How to Apply

If you are a bilingual learning and development professional with a passion for transforming customer service organizations through exceptional training, we invite you to apply today. At arenaflex, your work will directly shape the experiences of millions of subscribers, empower thousands of customer service professionals across Latin America, and contribute to a culture where learning is celebrated as a strategic business advantage. We are looking for curious, courageous, and compassionate individuals who are ready to make an impact from day one. Bring your experience, your creativity, and your heart for developing others—and join us in building the future of entertainment.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by applicable law. We encourage applications from candidates of all backgrounds and walks of life.

Ready to take the next step in your L&D career? Apply now and let’s build something extraordinary together at arenaflex.