Program Manager, Learning and Development (Customer Service)

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. 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. Netflix is looking for a talented Program Manager to join our Central Curriculum team. This role will support the outsourced call centers that make up our Global CS Operations in APAC, EMEA, and LATAM with their learning needs. Our Central Curriculum team, a key segment of the larger Customer Service Learning & Development (CS L&D) department, specializes in creating impactful content for global use. This includes developing onboarding curricula, continuous education programs, and updates for product launches. In this role, reporting to the Manager of Central Curriculum, you'll craft dynamic and effective learning experiences tailored for top-tier 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. Learning Experience 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, e-learning, 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. Along with your Instructional Design expertise, you’ll 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: Think and solution holistically Develop and execute a global content strategy aligning with our knowledge journey framework to ensure consistency and quality across all markets. Manage a shared content repository and thoughtfully curate relevant learning resources, including those focused on soft skills, to support diverse learning needs. Collaborate with the regional L&D teams in building and maintaining the Knowledge Journey, global content strategy and mapping, while also maintaining the quality and consistency of the global training portfolio. Program Management: Lead with Judgment and Passion. Be responsible for a portfolio of learning programs, being the primary point of contact for the team and stakeholders. Define, document, and maintain the program's scope, ensuring it is always up to date, in line with the business needs, and constantly innovating. Create, track, and maintain action plans, being able to coordinate and delegate work with other colleagues or partners. Communicate clearly inside and outside the team about program status and roadmap. Use data to demonstrate the impact of training programs. 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 ... (truncated, view full listing at source)