About Netflix and Our Customer Service Operations
At Netflix, we're revolutionizing the way people experience entertainment. With a global presence, our customer service (CS) team plays a vital role in delivering exceptional interactions for our subscribers worldwide. Our goal is to provide excellence, simplicity, and get our members back to streaming. We're seeking a skilled Learning and Development Program Manager to join our Latham CS Learning and Development (L&D) team in Alphaville.
Job Summary
We're looking for an experienced Learning and Development Program Manager to lead our outsourced call center partners in the region and collaborate with our Latham team and global CS Learning and Development team. As a key partner, you'll develop effective and engaging learning experiences for top-notch call center agents and leaders in the industry. This role reports to the LatAm Learning & Development Manager in Alphaville and offers opportunities for growth and development.
Key Responsibilities
- Program Management:
- Outline, document, and maintain the scope of all local L&D projects.
- Create, track, and maintain project plans.
- Develop a trusting partnership with outsourced call center partners and be a valuable point of contact for trainers.
- Collaborate with the broader CS Learning and Development team and internal stakeholders to ensure alignment around key priorities and initiatives.
- Learning Content Development / Instructional Design:
- Perform gap analysis for performance and training opportunities or improvements.
- Prioritize identified gaps and document strategies, findings, and recommendations.
- Develop regular and accurate locally and globally valid training curriculum.
- Design solutions that provide relevant, challenging, and efficient learning experiences.
- Facilitation:
- Deliver learning material in face-to-face and virtual environments.
- Pilot newly designed curriculum and run train-the-trainer programs.
- Educate and develop call center leaders to co-facilitate learning material delivery.
- Dealer Management and Relationship Building:
- Partner with training and operational teams of outsourced call center providers.
- Contribute to the overall performance of the CS business.
- Build and maintain L&D governance for companies.
- Stakeholder Management:
- Build and foster strong partnerships with regional CS colleagues.
- Be an effective voice of the local L&D team.
- Collaborate with business leaders to transform operational opportunities into L&D opportunities.
Requirements
Essential Qualifications:
- 3+ years of experience designing soft skills and tool learning solutions.
- Experience designing and facilitating learning offerings for various audiences.
- Bachelor's degree in Instructional Design or a related field.
- Fluent in Portuguese and English; Spanish is a plus.
Preferred Qualifications:
- Experience working in a cross-cultural global environment.
- Experience with content/knowledge management.
- Experience designing training curriculum for service, retail, or call center managers/leaders.
- Experience with innovative facilitation tools.
Skills and Competencies
- Strong project management skills.
- Ability to collaborate with teams and stakeholders.
- Effective communication and attention to detail.
- High level of independence and ability to work efficiently.
- Experience working in a fast-paced, outcome-oriented, data-driven environment.
Career Growth Opportunities and Learning Benefits
At Netflix, we offer opportunities for growth and development. You'll have the chance to work with a talented team, develop your skills, and contribute to the company's success. We provide a comprehensive compensation package, including:
- Competitive salary ($25-$35/hour).
- Opportunities for career advancement.
- Collaborative and dynamic work environment.
- Professional development and training.
Work Environment and Company Culture
We're a company that values innovation, creativity, and teamwork. Our work environment is collaborative, dynamic, and fast-paced. We offer a flexible work environment, including remote work options. Our company culture is built on the principles of freedom, responsibility, and respect.
How to Apply
If you're passionate about learning and development, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the best fit for this position.
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