Program Manager, Learning and Development, Customer Service

Job Description

The Role

Program Manager, Learning and Development, Customer Service

At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need our help from time to time, and that's where our Global Customer Service (CS) organization focuses: providing amazing interactions for our subscribers around the world. Our goal is excellence, simplicity, and getting our members back to streaming.

Netflix is looking for a talented Program Manager to join our LatAm CS Learning & Development (L&D) team in Mexico City. This role will support our Spanish-speaking outsourced call centers in the LATAM region
Our Global CS L&D team provides leadership, customer service, and tools training that directly impacts our agents, customers, and the business. This role reports to the Learning & Development Manager, LATAM in Brazil, and will have the opportunity to develop effective and engaging learning experiences for the best call center agents and leaders in the industry.

Responsibilities

Program Management

Define, document, and maintain the scope of all regional L&D projects and global projects where applicable. Create, track, and maintain project plans. Develop a trusting partnership with the outsourced call center partners in the region and be a valuable point of contact for all trainers in these outsourced centers, responsible for successful training rollouts and launches.

Work closely with the broader CS Learning and Development team and other key internal global and regional partners, and stakeholders to ensure alignment around key priorities and initiatives.

Facilitation

Deliver learning material in face-to-face and virtual environments to leadership audiences and pilot any newly designed curriculum. Run train-the-trainer programs for call center trainers. Coach and develop call center leaders to co-facilitate the delivery of learning material.

Curriculum-level Needs Assessment

Using a variety of inputs, perform gap analysis for performance and training opportunities, or innovations to identify regional and global curriculum needs for tool-based technical and behavioral soft skills. Prioritize the importance of identified gaps and document and present methods, findings, and recommendations to address performance gaps.

Instructional Design

Research content and/or collaborate with subject matter experts (SMEs) and other cross-functional stakeholders to develop consistent and accurate regionally and globally valid training curricula. Develop solutions (e.g., instructor-led, virtual, eLearning, blended, etc.) that provide relevant, challenging, and productive learning experiences. Develop necessary course collateral including facilitator and learner materials, presentation media, design applications, job aids, and knowledge checks. Finalize materials through reviews, pilot tests, etc, and be able to measure and demonstrate the impact of these training programs.

Required skills for the role:
• 8+ years of experience designing learning solutions, including onboarding programs focused across a variety of levels
• Experience designing and facilitating learning offerings that range from a 15-minute elearning to multi-week classroom experiences.
• Experience creating eLearnings, working with LMSs, and digital learning methods and tools is highly preferred.
• Solid facilitation experience
• Project management experience, ability to collaborate with a team and stakeholders, communicate effectively, and pay attention to detail.
• Experience or ability to work in a fast-paced, results-oriented, data-driven environment.
• High level of independence and ability to work and manage own time effectively.
• Experience working in a cross-cultural international environment is a plus.
• Proficiency in English and Spanish
• Experience in content/ knowledge management is a plus.
• Experience designing training curricula for service, retail, or call center managers/leaders is a plus.
• Experience with innovative facilitation tools is a plus

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.

Jobcode: Reference SBJ-gqw8q9-18-117-156-26-42 in your application.