About Netflix
At Netflix, we are revolutionizing the way people consume entertainment worldwide. We believe there's a better way to watch, and our team is dedicated to delivering exceptional experiences for our subscribers across the globe. Our goal is to achieve excellence, simplicity, and get our customers back to streaming. As a leading player in the entertainment industry, we're constantly seeking talented individuals to join our team and contribute to our mission.
About the Role
We're seeking an experienced Learning and Development Manager – Application Supervisor to join our Latham CS Mastering & Improvement (L&D) team in Alphaville. This role will work closely with the learning needs of our outsourced call centers, which make up our CS Operations Latham, and be a strong partner to both our Latham team and global CS learning and development team. As a key member of our regional CS L&D team, you'll provide leadership, customer service, and training that has a direct impact on our sellers, customers, and the business.
Key Responsibilities
- Program Management
- Outline, document, and maintain the scope of all local L&D projects.
- Create, manage, and maintain task 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 facilities, responsible for successful training rollouts and launches.
- Learning Content Development/Educational Design
- Using a variety of inputs, conduct gap analysis for performance and training opportunities, or improvements to identify local and global curriculum needs for tool-based technical and behavioral soft skills.
- Prioritize the importance of identified gaps, document and present strategies, findings, and recommendations to address performance gaps.
- Study content and/or collaborate with subject matter experts (SMEs) and other cross-functional stakeholders to develop regular and accurate locally and globally valid training curriculum.
- Expand solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer relevant, hard, and efficient learning experiences.
- Develop essential course collateral including facilitator and learner materials, presentation media, task aids, and knowledge checks.
- Finalize materials through reviews, pilot tests, etc., and be able to measure and demonstrate the impact of these training programs.
- 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.
- Educate and develop call center leaders to co-facilitate the delivery of learning materials.
- Vendor Management and Relationship Building
- Partner with the education and operational teams of our outsourced call center providers in the region and contribute to the overall performance of the CS business.
- Guide these teams to achieve success with the right path, support, and tasks.
- Be able to build and drive L&D governance for the vendors: data analysis, vendor support team structure, intake framework, evaluation framework, etc.
- Stakeholder Management
- Build and foster strong partnerships with regional CS colleagues at Netflix and be an effective voice of the local L&D team.
- Be an active partner to the overall CS business by participating in learning opportunities, priorities, and impact.
- Collaborate with other business leaders and transform operational opportunities into L&D opportunities.
Requirements
To be successful in this role, you'll need:
- 3+ years of experience designing soft skills and equipment learning solutions, including onboarding programs focused across a range of levels call center agents, senior call center representatives, rising leaders, and senior leader audiences.
- Enjoy designing and facilitating learning services that range from a 15-minute learning to multi-week classroom programs.
- Experience creating learning's, working with LMSs, and virtual learning strategies and tools is highly desirable.
- Stable facilitation experience in various teacher-led programs for multiple audiences and training skills.
- Project management skills, ability to collaborate with a team and stakeholders, communicate effectively, and be attentive to detail.
- Enjoy working in a fast-paced, outcomes-oriented, data-driven environment.
- A high degree of independence and ability to work and manage your own time efficiently.
- Bachelor's degree in instructional design or a related field, Master's degree a plus.
- Fluency in Portuguese and English, Spanish is a plus.
- Experience working in a cross-cultural global environment is a plus.
- Enjoy content/knowledge management is a plus.
- Enjoy designing education curriculum for service, retail, or call center managers/leaders is a plus.
- Enjoy with innovative facilitation tools is a plus.
What We Offer
As a member of our team, you'll enjoy a range of benefits, including:
- Competitive compensation package, including a base salary and bonus structure.
- Opportunities for career growth and professional development, including training programs, mentorship, and opportunities to take on new challenges.
- A dynamic and supportive work environment, with a focus on collaboration, innovation, and teamwork.
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
- Access to cutting-edge technology and tools, including the latest software, hardware, and equipment.
- A recognition and reward program, including bonuses, stock options, and other incentives.
How to Apply
If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume, cover letter, and any relevant supporting documents to [insert contact information]. We can't wait to hear from you!
Why Netflix?
At Netflix, we're passionate about delivering exceptional experiences for our customers and employees alike. We're a company that values innovation, creativity, and collaboration, and we're committed to making a positive impact on the world. If you're looking for a company that shares your values and is dedicated to making a difference, we encourage you to join our team.
Equal Employment Opportunity
Netflix is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. If you require accommodations during the application or interview process, please let us know and we'll be happy to assist.
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