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Program Manager, Learning and Development, Customer Service Specialist

hace 2 meses

Ciudad de México, Ciudad de México Netflix A tiempo completo

Job Summary

We are seeking a talented Program Manager to join our Global Customer Service (CS) organization in Mexico City. This role will support our Spanish-speaking outsourced call centers in the LATAM region.

About the Role

The Program Manager will be responsible for defining, documenting, and maintaining the scope of all regional L&D projects and global projects where applicable. They will create, track, and maintain project plans, develop a trusting partnership with outsourced call center partners, and be a valuable point of contact for all trainers in these centers.

Key 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 outsourced call center partners.
    • Be a valuable point of contact for all trainers in these centers.
  • Facilitation
    • Deliver learning material in face-to-face and virtual environments to leadership audiences.
    • 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
    • Perform gap analysis for performance and training opportunities.
    • 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 and other cross-functional stakeholders to develop consistent and accurate regionally and globally valid training curricula.
    • Develop solutions 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.

Requirements

  • 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.

What We Offer

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.