Program Manager, Global Curriculum

Job Description

Netflix is looking for a talented Program Manager to join our Global Curriculum team. This role will support the outsourced call centers that make up our Global CS Operations in APAC, EMEA, and LATAM with their learning needs.
Our Global Curriculum team, a key segment of the larger Customer Service Learning & Development (CS L&D) department, specializes in creating impactful content for global use. This includes developing onboarding curricula, continuous education programs, and updates for product launches. In this role, reporting to the Manager of Global Curriculum, you will craft dynamic and effective learning experiences tailored for top-tier call center agents and leaders in the industry.

Main responsibilities:

Needs Assessment
• Using a variety of inputs, perform a gap analysis to address performance problems and maximize the impact of new and existing learning solutions
• Prioritize the identified gaps and recommend curriculum-based interventions for technical and behavioral skills
• As a strategic partner to the CS business, partner with stakeholders to assess the training needs of the ongoing initiatives in the Netflix CS space
• Use data to identify trends, gaps, and opportunities related to agents' performance

Instructional Design
• Research content and collaborate with cross-functional subject matter experts to design and develop accurate, globally consistent training content (e.g., facilitator and student materials, presentation media, job aids, and knowledge checks)
• Develop solutions (e.g., instructor-led, virtual, e-learning, blended, etc.) that provide relevant, challenging, and engaging learning experiences
• Finalize materials through reviews, Train-the-trainers, pilot tests, etc.

Program Management
• Be responsible for a portfolio of learning programs, being the primary point of contact for the team and stakeholders
• Define, document, and maintain the program's scope, ensuring it is always up to date, in line with the business needs, and constantly innovating
• Create, track, and maintain action plans, being able to coordinate and delegate work with other colleagues or partners
• Communicate clearly inside and outside the team about program status and roadmap
• Use data to demonstrate the impact of training programs

Stakeholder Management
• Develop a trusting partnership and work closely with global and regional stakeholders to ensure alignment around key priorities
• Stay connected with regional L&D teams and local BPOs to foster working relationships and anticipate needs
• Develop a communication strategy to inform and influence team members and CS stakeholders

What You Should Have
• 8+ years of experience designing soft skills and tools learning solutions for a variety of job levels, from entry-level to senior leadership
• Strong communication skills in English (verbal and written)
• Experience designing for call center, service, or retail positions
• Experience designing and developing a variety of learning offerings, from infographics, e-learning courses, and to multi-week classroom experiences
• Proficiency with at least one e-learning authoring tool (Articulate Rise a plus) and experience working with Docebo or another LMS
• High level of independence and ability to manage your own time and projects effectively
• Experience in managing learning programs and coordinating learning activities
• Ability to thrive in a fast-paced, results-oriented, data-driven environment
• Ability to manage simultaneous projects while maintaining excellent attention to detail
• Experience collaborating and communicating effectively in a multicultural international environment
• Facilitation and coaching experience for various audiences is a plus
• A passion for data analysis and storytelling
• A passion for continuous improvement and keeping current on the latest trends in learning

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Jobcode: Reference SBJ-gmnq66-3-133-143-183-42 in your application.