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 the "why," connecting your programs directly to our business goals.
- **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.
- **Creativity: Generate Brand Excitement. **You’ll generate brand excitement by skillfully incorporating compelling visuals and multimedia elements in your learning solutions. Your creative approach will ensure that content is not only informative but also visually impactful. Additionally, you’ll mentor and coach team members, empowering them to enhance their own multimedia skills and improve the overall quality of our learning materials.
- **Stakeholder Management: **Collaborate closely with the Knowledge Management team to design and execute holistic knowledge audience solutions. Develop a trusting partnership and work closely with global and regional stakeholders to ensure alignment around key priorities. Stay connected with regional L&D teams and local BPOs to foster working relationships and anticipate needs. Develop a communication strategy to inform and influence team members and CS stakeholders.
- **Operational Excellence: **Refine and streamline global 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.
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.
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
Proficiency with at least one e-learning authoring tool (Articulate Rise a plus) and experience working with Docebo or another LMS
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
Experience in content/knowledge management
Proficiency in English (required)
Highly preferred:
- Experience creating eLearning, multimedia, and leveraging digital learning methods and tools
- Proficiency in multimedia tools (e.g. but not limited to Adobe Creative Suite, Figma, Canva, etc.)
- Familiarity with designing and developing content that’s compatible with LMSs.
- Passion for data analysis and storytelling
Plus:
- Experience with innovative facilitation and AI tools
- Plus: Solid and inspiring facilitation experience
Inclusion is a Netflix value and we strive to host a meaningful interview experience for all 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, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.