Manager, Learning and Development

Job Description

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 members around the world. Our goal is excellence, simplicity and getting our members back to streaming.

Netflix is looking for a talented Manager, Learning & Development to support the EMEA region from our office in Amsterdam. This role will lead our efforts around the learning needs of the outsourced call centers that make up our CS Operations EMEA and be a strategic leader of both our EMEA CS Leadership and Global CS Learning and Development team.

The Global CS Learning & Development (L&D) team provides leadership, customer service, and tools training to our outsourced call centers globally, having a direct impact on our agents, our customers, and the business.

This role reports into Director of the team and will lead a team of Learning & Development Program Managers. It will have the opportunity to create and execute an effective training strategy to achieve the most impactful interactions with our members in the EMEA region. It will provide thought leadership to advocate for the right Learning & Development approach and the right training initiatives to make CS in EMEA successful. At the same time, this role will drive the global Learning and Development strategy, along with the other leaders of the team.

Responsibilities
• Thought leader contributing towards the Global L&D strategy: As part of the Leadership Team within CS Learning & Development, bringing in regional nuances and needs to influence and shape a global training strategy.
• Building a regional training strategy: As an expert from the EMEA region, to be able to translate and execute this global vision customized for the region, collaborating with regional stakeholders. Staying closely aligned with Global & other regional counterparts to ensure consistency and to share best practices, wins and opportunities. Operating within a matrix organization with dual (global/regional) reporting lines.
• Vendor Management and Relationship Building: To be able to partner with the training and operational teams of our outsourced call center vendors in the region (Europe, Middle East and Africa) and contribute to the overall performance of the CS business. Guiding these teams to achieve success with the right direction, support and initiatives. Being able to build and drive L&D governance for the vendors : vendor support team structure, intake framework, evaluation framework etc.
• Stakeholder Management: Build and foster strong partnerships with global and regional CS leaders worldwide at Netflix and be an effective voice of the regional L&D team. Being a strategic partner to the overall CS business by collaborating on learning opportunities, priorities and impact. Collaborating with other business leaders and transforming operational opportunities into L&D opportunities.
• Training Needs Assessment and Instructional Design: Together with the regional L&D Program Managers 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. Guiding the Program Managers to develop regional call center solutions that can be integrated within the global curriculum as well as offered at the individual site and regional level.
• Continuous Innovation and Demonstrating Training Impact: Being an avid learner and staying up to speed on the newest trends in digital learning, interactive learning paths, and being able to use data to demonstrate the impact of the Learning & Development programs rolled out per site and region.
• Strong storytelling and facilitation skills: Being able to share the narrative of the L&D influence in the region and globally. Presenting learning solutions and demonstrating learning impact to stakeholders and leadership audiences across a variety of cultural backgrounds. Coach call center leaders to be great partners to the Netflix business.

Qualifications
• At least 5 years experience leading a learning and development team focused on designing and facilitating both soft skills and technical training for a variety of job levels, preferably with a focus on customer service, call center, or account management background.
• Great communicator with the ability to work with, influence, and align with multiple stakeholders located globally.
• Experience with building and fostering relationships with outsourced vendors is highly preferred.
• Experience collaborating with stakeholder teams, business leaders and subject matter experts to design innovative learning solutions.
• Business-level fluency in English, cross-cultural competence.
• Ability to operate in a fast paced, dynamic environment and quickly flex and course correct when needed.

Jobcode: Reference SBJ-gqe8pm-3-145-170-67-42 in your application.