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Learning & Development Manager, EMEA
Netflix
Amsterdam, , Netherlands
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Regional Learning & Development Manager, Netflix CS 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, and that’s where our Global Customer Service (CS) organization focuses; providing amazing interactions with our subscribers around the world. Our goal is excellence, simplicity and getting our members back to streaming. Netflix CS is looking for a talented RegionalLearning & Development Manager to join our team in Amsterdam. This role will support our CS operations in Europe while reporting into the US-based Global Learning & Development (L&D) team. Our Global L&D team provides leadership, customer service, and tools training for both internal and external outsourced call centers around the globe, having a direct impact on our agents, our customers, and the business. This role reports into the Director of the team and will have the opportunity to develop the best call center agents in the industry. We are seeking someone passionate about helping others learn in the most effective and engaging experience possible.
Responsibilities
• Relationship Management: Build and foster a strong partnership with regional CS leaders and CS teams based in our corporate headquarters in North America. Collaborate on learning priorities, training quality, train-the-trainer, and the delivery of training programs. Provide guidance and consultation to regional CS leaders concerning employee performance, development, and engagement.
• Needs Assessment: Conduct gap analysis to address performance problems, opportunities, and to drive innovations for the region or individual call centers. Prioritize the importance of identified gaps and recommend interventions. Document and present methods, findings, and recommendations.
• Instructional Design: Use a structured systems approach to develop regional and/or call center solutions that can be integrated with a global curriculum as well as offered at the individual site level. Research content and/or collaborate with subject matter experts (SME’s). Develop necessary course collateral including facilitator and student materials, presentation media, job aids, and knowledge checks. Finalize materials through reviews, developmental tests, pilots, etc.
• Facilitation: Deliver learning material in face-to-face and virtual environments to agents and leadership audiences across a variety of cultural backgrounds. Facilitate courses developed by Global L&D for the region as well as courses developed by you for the region. Run onboarding for newly hired trainers and train-the-trainer courses for regional trainers. Coach and develop call center leaders to co-facilitate the delivery of learning material.
Qualifications
• Bachelor’s Degree in instructional design, organisation development, education, or related degree. Master’s Degree a plus.
• 8-10 years experience designing and facilitating both soft skills and technical training for a variety of job levels.
• Business-level fluency in English, cross-cultural competence.
• Experience in designing just-in-time learning experiences and using blended learning approaches.
• Experience balancing the needs of both corporate and regional audiences.
• Experience designing and facilitating for service, retail, or call center positions a plus.
• .Desired qualities: Innovative thinking, action oriented, ability to drive improvements, ability to build relationships, excellent analytical and problem solving skills, superior communication skills, highly adaptable, and thrive in a fast-paced environment.