Sr. Learning Specialist – Bilingual Japanese/English Trainer, Customer Experience & Performance Coaching (Amazon Business Customer Service Division)

About arenaflex and the Opportunity

At arenaflex, we believe that exceptional customer experiences begin with exceptional people development. As a global organization committed to innovation, operational excellence, and customer obsession, arenaflex is reimagining how businesses serve their customers across every touchpoint. Our Business Customer Service division partners with organizations worldwide to deliver frictionless, high-value support experiences that empower professionals to focus on what matters most: growing their businesses.

We are seeking a passionate, bilingual, and forward-thinking Senior Learning Specialist to join our dynamic Learning Delivery team. This is not just a training role — it is an opportunity to shape the future of customer support excellence across the Japanese and English-speaking markets. If you are a natural educator, a data-informed coach, and a champion of adult learning who thrives in fast-paced, multicultural environments, arenaflex wants you on our team.

The Role: Senior Learning Specialist – ABCS Division

As a Senior Learning Specialist within our Business Customer Service (ABCS) Learning Delivery team, you will lead, mentor, and develop a team of up to 30 Customer Support Associates, ensuring they are equipped with the knowledge, skills, and confidence to deliver world-class service. You will be the architect of learning experiences that drive measurable performance improvements and long-term associate success.

This is a permanent, full-time role based within arenaflex's high-performing service network, reporting directly to senior learning leadership. You will serve as a key point of contact for operational stakeholders, partner with cross-functional teams, and act as a culture carrier who brings arenaflex's Leadership Principles to life every single day.

Key Responsibilities

• Lead, Coach, and Develop Talent: Supervise, mentor, and inspire a team of up to 30 Customer Support Associates, taking ownership of their coaching, professional development, performance outcomes, and engagement levels.
• Design and Deliver Exceptional Learning Experiences: Create and facilitate optimal adult learning environments — both in-person and virtual — that encourage long-term retention, skill mastery, and associate confidence.
• Multi-Modal Training Delivery: Deliver programs across diverse modalities including self-directed learning, instructor-led training, virtual classrooms, experiential learning, and on-the-job coaching.
• Data-Driven Insights: Use both quantitative and qualitative data to identify training gaps, measure learning effectiveness, and continuously refine the training experience.
• Manage Live Performance Metrics: Oversee end-to-end live performance metrics for assigned territories and regions, translating insights into actionable learning interventions.
• Continuous Learning Programs: Conduct learning sessions on new processes, deliver continuous learning courses, and facilitate new hire batches, transfer batches, and refresher programs.
• Reporting and Analysis: Maintain accurate data and produce detailed reports and analyses in Excel as per evolving business requirements.
• Program Ownership: Ensure timely completion of new hire training programs, coaching initiatives, and performance improvement programs.
• Cross-Functional Partnership: Act as a primary point of contact for the Learning Experience team, partnering closely with operational stakeholders across the business.
• Coach Identification and Certification: Identify potential learning coaches within the team and certify them to expand learning delivery capacity.
• Performance Improvement Projects: Lead individual improvement projects that directly enhance business performance and customer outcomes.
• Quality and Learning Metrics: Drive quality assurance standards and learning metrics that align with arenaflex's broader customer service objectives.
• Stakeholder Engagement: Conduct engaging Chime sessions, classroom training, and stakeholder workshops that communicate updates, share knowledge, and reinforce best practices.
• Culture Carrier: Be an expert in articulating the arenaflex mission, deeply understand the expectations of our Contact Tenets, and consistently model our Leadership Principles in every interaction.

Essential Qualifications

• 2+ years of experience in training delivery roles, with a proven track record of facilitating impactful learning experiences.
• 1+ year of experience in Customer Service or a closely related customer-facing role.
• Proficient computer skills, including mastery of the Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and familiarity with instructional software platforms.
• Highly accurate and fluent in both Japanese and English, with strong spoken and written communication skills in both languages.
• Flexibility to work within a 24/7, 365-day global team, across a variety of time zones, including weekends and holidays as needed.
• Solid knowledge of adult learning principles, instructional content design, and group facilitation techniques.

Preferred Qualifications

• Prior experience as a corporate trainer, learning specialist, or in a related professional development role.
• Strong project management skills with the demonstrated ability to supervise multiple concurrent projects and shifting priorities.
• Exceptional ability to multi-task, prioritize effectively, and thrive in a dynamic, fast-paced environment.
• Experience working with geographically dispersed teams and multicultural audiences.
• Familiarity with learning management systems (LMS), virtual facilitation platforms, and digital content creation tools.

Skills and Competencies for Success

To thrive as a Senior Learning Specialist at arenaflex, you will bring a powerful blend of instructional expertise, emotional intelligence, and analytical rigor. The following competencies will set you apart:

• Communication Mastery: The ability to convey complex information clearly, persuasively, and inspirationally in both Japanese and English.
• Coaching Excellence: A genuine passion for unlocking human potential through structured coaching, feedback, and mentorship.
• Adaptability: Comfort pivoting between in-person classrooms, virtual sessions, and on-the-floor coaching without losing momentum or quality.
• Analytical Thinking: Strong comfort with data, metrics, and the ability to translate numbers into narrative-driven learning strategies.
• Leadership Presence: The ability to lead by example, inspire trust, and create psychological safety within diverse teams.
• Customer Obsession: A deep commitment to delivering outcomes that exceed customer expectations — both internal and external.
• Innovation Mindset: A continuous improvement orientation, always seeking better ways to engage learners and elevate performance.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, learning never stops — and that includes our own people. As a Senior Learning Specialist, you will have access to a rich ecosystem of professional development resources, including:

• Clear career progression pathways into senior learning leadership, program management, and operational leadership roles.
• Sponsored certifications and advanced training in instructional design, learning analytics, and leadership development.
• Cross-functional project opportunities that broaden your exposure across the business and accelerate your career trajectory.
• Mentorship from senior leaders across arenaflex's global learning network.
• A culture that celebrates curiosity, experimentation, and the courage to challenge the status quo.

Work Environment and Company Culture

The arenaflex culture is built on collaboration, customer obsession, and a relentless drive for excellence. We celebrate diversity in all its forms and believe that our differences make us stronger. Our team members enjoy a supportive, inclusive environment where innovation is encouraged, ideas are heard, and impact is recognized. We work hard, we celebrate wins together, and we invest deeply in the well-being and growth of every team member. Whether you are facilitating a virtual session from your home office or leading an in-person classroom, you will feel connected to a global community of passionate professionals who care deeply about the work and about each other.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that reflects the seniority and impact of this role, along with a comprehensive suite of benefits designed to support your health, happiness, and future:

• Competitive base salary with performance-based incentives.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, including vacation, sick leave, and holidays.
• Retirement and savings plans with company contributions.
• Professional development stipends and continuous learning support.
• Employee wellness programs and mental health resources.
• A dynamic, multicultural work environment with global collaboration opportunities.

Join arenaflex — Apply Today

If you are a bilingual learning professional with a passion for developing people, driving performance, and shaping exceptional customer experiences, we invite you to bring your talents to arenaflex. This is more than a job — it is a chance to make a measurable difference in the careers of dozens of associates, the satisfaction of countless business customers, and the future of our growing organization. We are excited to meet the next great member of our team.

Take the next step in your career. Apply to arenaflex today and help us redefine what great learning looks like in the world of customer service.