**Experienced Application Supervisor – Learning & Development for Customer Service Operations at Netflix**

Are you a seasoned professional with a passion for learning and development? Do you have a knack for designing and delivering effective training programs that drive business results? If so, we want to hear from you! Netflix is seeking an experienced Application Supervisor to join our Learning & Development (L&D) team in Alphaville, Mexico. As a key member of our team, you will play a critical role in shaping the learning and development strategy for our customer service operations. **About Netflix** At Netflix, we are revolutionizing the way people consume entertainment. Our mission is to provide the best possible viewing experience for our subscribers, and we're committed to excellence, simplicity, and getting our customers back to streaming. Our L&D team is dedicated to providing world-class training and development programs that support the growth and success of our customer service teams. **Job Summary** As an Application Supervisor, you will be responsible for managing the learning and development needs of our outsourced call centers in the region. You will work closely with our L&D team, customer service leaders, and external partners to design, develop, and deliver training programs that meet the needs of our customers and drive business results. Your expertise will be essential in shaping the learning and development strategy for our customer service operations, and you will have the opportunity to make a significant impact on our business. **Key Responsibilities** * Program Management: + Outline, document, and maintain the scope of all local L&D projects. + Create, manage, and maintain project plans. + Develop a trusting partnership with outsourced call center partners in the region and be a point of contact for all trainers in these facilities, responsible for successful training rollouts and launches. * Learning Content Development/Educational Design: + Conduct gap analysis for performance and training opportunities, or improvements to identify local and global curriculum needs for tool-based technical and behavioral soft skills. + Prioritize the importance of identified gaps, document and present strategies, findings, and recommendations to address performance gaps. + Develop regular and accurate locally and globally valid training curriculum. + Expand solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer applicable, hard, and efficient learning experiences. + Develop essential course collateral, including facilitator and learner materials, presentation media, task aids, and knowledge checks. * Facilitation: + Deliver training material in face-to-face and virtual environments to leadership audiences and pilot any newly designed curriculum. + Run train-the-trainer programs for call center trainers. + Educate and develop call center leaders to co-facilitate the delivery of learning material. * Stakeholder Management: + Build and foster strong partnerships with regional CS colleagues at Netflix and be an effective voice of the local L&D team. + Be an active partner to the global CS business by participating in learning opportunities, priorities, and impact. + Collaborate with other business leaders and transform operational opportunities into L&D opportunities. **Requirements** * 3+ years of experience designing soft skills and equipment learning solutions, including onboarding programs focused across a range of levels (call center agents, senior call center representatives, rising leaders, and senior leader audiences). * Enjoy designing and facilitating learning services that range from a 15-minute learning to multi-week classroom programs. * Experience creating learning's, working with LMSs, and virtual learning strategies and tools is highly desirable. * Strong facilitation experience in various teacher-led programs for various audiences and training skills. * Project management experience, ability to collaborate with a team and stakeholders, communicate effectively, and be attentive to detail. * Ability to work in a fast-paced, outcomes-oriented, data-driven environment. * High degree of independence and ability to work and manage own time efficiently. * Bachelor's degree in instructional design or a related field, Master's degree a plus. * Fluent in Portuguese and English. Spanish is a plus. * Experience working in a cross-cultural global environment is a plus. * Enjoy content/knowledge management is a plus. * Enjoy designing education curriculum for service, retail, or call center managers/leaders is a plus. * Enjoy with innovative facilitation tools is a plus. **What We Offer** * Competitive salary: $25 to $35 per hour * Opportunity to work with a global leader in the entertainment industry * Collaborative and dynamic work environment * Professional development opportunities * Comprehensive benefits package * Flexible work arrangements **How to Apply** If you're a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Note:** We are an equal opportunities employer and welcome applications from diverse candidates. Apply for this job