Program Manager, Learning and Development, Customer Service

Netflix; São Paulo; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading streaming service in São Paulo seeks an experienced L&D Program Manager to oversee learning and development programs. This role involves designing impactful training solutions for customer service agents, collaborating across teams, and analyzing L&D metrics. Ideal candidates should have 8+ years in learning design, excellent communication skills, and fluency in English. The position offers a dynamic work environment focused on innovation and excellence.

Qualificações

• 8+ years of experience designing impactful learning solutions.
• Experience in content/knowledge management.
• Proficiency in English (required), Spanish is a plus.

Responsabilidades

• Define, document, and maintain project scopes.
• Deliver compelling learning material in virtual environments.
• Analyze key L&D metrics to inform strategic decision-making.

Conhecimentos

Instructional design

Facilitation

Project management

Data analytics

Collaboration

Communication

Formação académica

Bachelor’s Degree in instructional design or related

Ferramentas

LMS (Learning Management Systems)

AI tools

Descrição da oferta de emprego

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; our Global Customer Service (CS) organization is at the heart of this, ensuring every interaction is an amazing one – simple, excellent, and designed to get our members back to streaming what they love.

We’re looking for a talented and passionate L&D Program Manager to join our LATAM CS Learning & Development (L&D) team in Brazil. Our Global CS L&D team is vital to fostering a culture of continuous learning and delivering impactful training that directly influences our agents, leaders, and ultimately, our members' experience.

This role reports to the LATAM Manager Learning & Development in Brazil, and will have the freedom and responsibility to develop engaging learning experiences for the best call center agents and leaders in the industry.

Responsibilities

At Netflix, we empower individuals to take ownership and make wise decisions. As an L&D Program Manager, you’ll be responsible for your projects, driving excellence and innovation.

Program Management: Lead with Judgment and Passion

You’ll define, document, and maintain the scope of all regional L&D projects, creating and tracking plans with precision. Your ability to build strong, valuable relationships across our global and regional cross-functional teams will be essential for alignment and success. You'll operate with a deep understanding of the 'why,' connecting your programs directly to our business goals.

Vendor Management: Foster Collaborative Partnerships

You’ll develop trusting partnerships with 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. Manage our partners effectively according to our governance model, organizing monthly meetings, workshops, and summits to inspire and support our external L&D team. This requires strong communication and selflessness to support our extended tea.

Curriculum-level Needs Assessment: Cultivate Curiosity and Innovation.

You’ll use a variety of inputs, perform learning gap analysis for performance and training opportunities. You'll look beyond the obvious to identify systemic issues and proactively recommend innovative solutions for regional and global curriculum needs (technical and behavioral soft skills). Your recommendations will be data-informed, and you'll present your findings with clarity and conviction.

Instructional Design: Creating Meaningful Learning Solutions

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 curriculum to improve the audience performance and generate brand excitement. Develop innovative 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. Leverage artificial intelligence (AI) tools and emerging technologies to personalize learning experiences, automate content creation where appropriate, and drive efficiency in instructional design processes. Finalize materials through reviews, pilot tests, etc and being able to measure and demonstrate the impact of these training programs.

Content Strategy & Curation

Develop and execute a regional content strategy that is aligned with the global strategy to ensure consistency and quality across all markets. Manage a shared content repository and curate relevant learning resources to support diverse learning needs. Collaborate with vendors to align on content delivery and maintain quality standards, as well as with the global content creation team to ensure alignment and best practices.

Data Analytics & Impact Measurement:

Analyze key L&D metrics, identify trends, and provide actionable, data-driven insights to leadership and stakeholders to inform strategic decision-making and continuous improvement.

Operational Excellence:

Refine and streamline regional processes to drive efficiency and effectiveness. Standardize project plans and implement a unified meeting cadence for L&D initiatives, ensuring alignment and clarity across teams. Additionally, ensure consistent and efficient vendor management practices are applied across all call centers to support operational goals.

Facilitation: Train and Inspire

You’ll deliver compelling learning material in both face-to-face and virtual environments, primarily for leadership audiences and for piloting new curriculum. You'll run train-the-trainer programs for call center trainers and proactively coach and develop call center leaders to co-facilitate, leveraging your strong communication skills and passion for growth.

What you’ll bring to the Dream Team:

Our Dream Team thrives on exceptional talent and a shared commitment to excellence. We value Judgment, Selflessness, Courage, Communication, Inclusion, Integrity, Passion, Innovation, and Curiosity.

• Bachelor’s Degree in instructional design or a related degree (Master’s Degree a plus).
• 8+ years of experience designing impactful learning solutions, including onboarding programs for a variety of roles and levels.
• Proven experience designing and facilitating learning offerings ranging from short e-learning modules to multi-week classroom experiences.
• Highly preferred: Experience creating eLearning, multimedia, working with LMSs, and leveraging digital learning methods and tools.
• Plus: Solid and inspiring facilitation experience.
• Demonstrated project management expertise, navigating ambiguity and driving initiatives to completion.
• Exceptional ability to collaborate effectively with a global team and diverse stakeholders, communicating candidly and paying meticulous attention to detail.
• Experience thriving in a fast-paced, results-oriented, and data-driven environment, where you're empowered to take informed risks.
• A high level of independence and self-discipline, with a strong ability to manage your own time effectively and prioritize for maximum impact.
• Experience working in a cross-cultural international environment.
• Proficiency in English (required) + Spanish is a plus.
• Experience in content/knowledge management.
• Plus: Experience designing training curricula for service, retail, or call center managers/leaders.
• Plus: Experience with innovative facilitation and AI tools.