Experienced Full Stack Learning and Development Program Manager - Customer Service Operations at Netflix (Remote)

About Netflix

At Netflix, we're revolutionizing the world of entertainment by providing an unparalleled streaming experience. With a global presence, we're committed to delivering exceptional interactions for our subscribers. Our Customer Service (CS) team plays a vital role in achieving this goal, and we're looking for talented professionals to join our team.

Job Summary

We're seeking an experienced Learning and Development (L&D) Program Manager to join our Customer Service Operations team in Latham, New York. As a key member of our L&D team, you'll be responsible for designing, developing, and delivering learning solutions to our outsourced call center partners. This is a unique opportunity to make a significant impact on our customer service operations and contribute to the growth and development of our teams.

Key Responsibilities

• Program Management: Outline, document, and maintain the scope of all local L&D projects. Create, track, and maintain project plans to ensure successful project execution.
• Partnership Building: Develop a trusting partnership with outsourced call center partners and be a valuable point of contact for trainers. Collaborate with the broader CS L&D team and other key stakeholders to ensure alignment around key priorities and initiatives.
• Learning Content Development: Perform gap analysis to identify performance and training opportunities. 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 to leadership audiences. Run train-the-trainer programs for call center trainers and educate and develop call center leaders to co-facilitate the delivery of learning material.
• Stakeholder Management: Build and foster strong partnerships with regional CS colleagues at Netflix. Collaborate with other business leaders to transform operational opportunities into L&D opportunities.

Requirements

Essential Qualifications:

• 3+ years of experience designing soft skills and tool-based learning solutions, including onboarding programs for call center agents, senior call center agents, emerging leaders, and senior leaders.
• Experience designing and facilitating learning experiences that range from 15-minute learning sessions to multi-week classroom experiences.
• Bachelor's degree in Instructional Design or a related field; Master's degree a plus.
• 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

• Project Management: Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Communication: Excellent communication and interpersonal skills.
• Collaboration: Ability to collaborate with cross-functional teams and stakeholders.
• Analytical Skills: Strong analytical skills and attention to detail.
• Adaptability: Ability to adapt to changing priorities and environments.

Career Growth Opportunities and Learning Benefits

At Netflix, we're committed to the growth and development of our employees. We offer a range of learning and development opportunities, including:

• Training and development programs
• Mentorship opportunities
• Career advancement opportunities
• Competitive compensation and benefits package

Work Environment and Company Culture

Our work environment is fast-paced, dynamic, and collaborative. We value innovation, creativity, and teamwork. Our company culture is built on the principles of:

• Innovation: We're committed to innovation and experimentation.
• Creativity: We encourage creativity and out-of-the-box thinking.
• Teamwork: We believe in the power of teamwork and collaboration.
• Diversity: We value diversity and inclusion.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Salary: $25-$35 per hour
• Benefits: comprehensive health insurance, retirement plan, and paid time off
• Perks: flexible work arrangements, professional development opportunities, and access to cutting-edge technology

Conclusion

If you're a motivated and experienced L&D professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Learning and Development Program Manager at Netflix, you'll have the chance to make a significant impact on our customer service operations and contribute to the growth and development of our teams. Don't miss this opportunity to join our team and be part of the Netflix culture.

Apply Now!