Specialist, CX Learning & Development, Training & Continuity (Streaming Product)

Warner Media, LLC.; Ontario; On-site; CAD 50,000 - 90,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Spezialisten für Training und Kontinuität, um ein erstklassiges Schulungsprogramm für die EMEA-Region zu entwickeln. Diese Rolle bietet die Möglichkeit, an der Gestaltung und Durchführung von Schulungen für bedeutende Veranstaltungen und Produkte mitzuwirken. Sie werden eng mit einem dynamischen Team zusammenarbeiten, um sicherzustellen, dass alle Schulungsinitiativen den lokalen Bedürfnissen entsprechen und gleichzeitig globale Standards einhalten. Wenn Sie eine Leidenschaft für Lernen und Entwicklung haben und in einem kreativen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung in der Entwicklung und Implementierung von Lernmaterialien.
• Fähigkeit, Daten zu interpretieren und Entscheidungen zu treffen.

Responsibilities

• Entwicklung und Anpassung von Schulungsprogrammen für die EMEA-Region.
• Zusammenarbeit mit CX-Teams zur Sicherstellung der Schulungsqualität.

Skills

Entwicklung von Schulungsmaterialien

Anwendung von Erwachsenenbildung

Datenanalyse

Präsentationsfähigkeiten

Fließend in Englisch und einer weiteren Sprache

Flexibilität und Anpassungsfähigkeit

Job description

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role

As a Specialist in Training & Continuity, you will play a vital role within Warner Bros. Discovery's Global Customer Experience (CX) Learning, Development, and Delivery team, focusing primarily on supporting the Europe, Middle East, and Africa (EMEA) Region. Your responsibilities include developing, localizing, and delivering a superior global training curriculum specifically tailored for events, releases, and launches across the EMEA markets. This position offers the unique opportunity to craft effective and engaging learning experiences that are essential in advancing a world-class CX team, ensuring alignment with the specific needs and dynamics of the EMEA region.

Your Role Accountabilities

• Execute the learning and development strategy to meet local needs in EMEA while aligning with global standards and objectives, with the potential to support global markets.
• Collaborate with the broader CX team to ensure training initiatives are synchronized with goals and support business growth in diverse markets.
• Develop and tailor training materials and communication for events, releases, and launches in EMEA, while designing and implementing innovative training programs that meet local needs and preferences and are adaptable to global applications.
• Review and monitor advocate interactions (verbatim, AHT, CSAT, etc.) to identify opportunities and/or knowledge gaps post-launch.
• Participate in calibration sessions, monitoring, and/or mystery contacts to ensure advocates are supporting customers in accordance with the training.
• Work with various CX teams to ensure the training curriculum for events, releases, and launches captures the latest information, details, and processes for each region/market, ensuring all stakeholder perspectives are addressed.
• Foster a collaborative team environment that promotes shared learning and cross-regional support.
• Build and maintain strong relationships with external partners to support CX objectives.
• Utilize established KPIs and leverage analytics to assess the effectiveness of training programs, implementing data-driven adjustments to optimize outcomes.
• Provide detailed reports and feedback to management on the outcomes of learning initiatives.
• Stay abreast of the latest trends and best practices in L&D to continually enhance the curriculum and instructional methodologies.
• Encourage and incorporate feedback from participants and instructors to continuously improve program content and delivery.
• Ensure that all L&D programs respect cultural nuances and promote inclusion across diverse populations within the organization.
• Facilitate Train the Trainer and advocate training, when applicable.
• Opportunity to travel domestically and internationally to support ongoing business needs.

Skills and Experience

• Experience in developing, designing, and implementing learning and development materials both online and offline.
• Proficiency in applying adult learning and instructional design principles to create effective educational content.
• Ability to work effectively within both virtual and in-person team environments.
• Exceptional facilitation, presentation, and listening skills.
• Ability to understand, interpret, and analyze data effectively.
• Proficiency in using data to identify opportunities and inform decision-making processes.
• Adaptable to respond and pivot quickly and positively to shifting demands and opportunities..
• Ability to travel domestically and internationally to support ongoing business needs.
• Fluent in English plus another language
• Solid experience facilitating virtual and in-person training, preferably within a media company.
• Experience delivering training through various channels and methods, including virtual tools.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.