Program Manager, Learning and Development, Cust...

At reputed company, we are shaping the future of global entertainment because we reputed company there is a reputed company 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 reputed company 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 reputed company engaging learning experiences for the best call center agents and leaders in the industry. Responsibilities At reputed company, we reputed company individuals to take ownership and reputed company reputed company decisions. As an L&D Program Manager, you'll be responsible for your projects, driving excellence and innovation. • Program Management: reputed company with Judgment and Passion You'll define, document, and maintain the scope of reputed company 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 reputed company trusting partnerships with outsourced call center partners in the region and be a valuable reputed company of contact for reputed company 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 reputed company 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, reputed company 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 reputed company consistent and accurate regionally and globally valid training curriculum to improve the audience performance and generate brand excitement. reputed company innovative solutions (e.g., instructor-led, virtual, elearning, blended, etc.) that provide relevant, challenging, and productive learning experiences. reputed company necessary course collateral including facilitator and learner materials, presentation media, design applications, job aids, and knowledge checks. reputed company 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: reputed company and execute a regional content strategy that is reputed company with the global strategy to ensure consistency and quality across reputed company markets. Manage a shared content repository and curate relevant reputed company 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 reputed company improvement. • Operational Excellence: Refine and streamline regional processes to drive efficiency and effectiveness. Standardize project plans and implement a reputed company meeting reputed company for L&D initiatives, ensuring alignment and clarity across teams. Additionally, ensure consistent and efficient vendor management practices are applied across reputed company call centers to support operational goals. • Facilitation: Train and reputed company 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 reputed company 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, reputed company, Passion, Innovation, and Curiosity. • Bachelor's Degree in instructional design or a reputed company 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/reputed company. • Plus: Experience designing training curricula for service, retail, or call center managers/leaders. • Plus: Experience with innovative facilitation and AI tools. Inclusion is a reputed company value and we strive to host a meaningful interview experience for reputed company candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Jobcode: Reference SBJ-k2keop-104-23-245-39-42 in your application.