**Experienced Full Stack Application Manager – Web & Cloud Application Development for Customer Service Operations**

Are you a seasoned professional with a passion for application management and a knack for driving innovation in customer service operations? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! At Netflix, we're revolutionizing the way people consume entertainment worldwide. Our Customer Service (CS) team is at the forefront of this revolution, providing exceptional interactions for our subscribers across the globe. As a key member of our Latham CS Mastering & Improvement (L&D) team in Alphaville, you'll play a critical role in shaping the learning and development strategy for our outsourced call centers. **About the Role** We're seeking an experienced Application Manager to join our L&D team, responsible for managing the learning needs of our outsourced call centers. As a strong partner to both our Latham team and global CS Learning and Development team, you'll be responsible for developing effective and engaging learning reports for top-performing call center agents and leaders in the industry. **Key Responsibilities** * Program Management: + Outline, document, and maintain the scope of all local L&D projects. + Create, manage, and maintain task plans. + Develop a trusting partnership with outsourced call center partners in the region and serve as a valuable point of contact for all trainers in these facilities, responsible for successful training rollouts and launches. * Learning Content Development/Educational Design: + Using a variety of inputs, 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. + Study content and/or collaborate with subject matter experts (SMEs) and other cross-functional stakeholders to develop regular and accurate locally and globally valid training curriculum. + Expand solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer relevant, tough, and efficient learning experiences. + Develop essential course collateral including facilitator and learner materials, presentation media, task aids, and knowledge checks. + Finalize materials through reviews, pilot tests, etc., and be able to measure and demonstrate the impact of these training programs. * Facilitation: + Provide learning 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. * Vendor Management and Relationship Building: + Partner with the education and operational teams of our outsourced call center providers in the region and contribute to the overall performance of the CS business. + Guide these teams to achieve success with the right path, support, and tasks. + Be able to build and drive L&D governance for the vendors: data analysis, vendor support team structure, intake framework, evaluation framework, etc. * 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 overall CS business by participating in learning opportunities, priorities, and impact. + Collaborate with other business leaders and transform operational opportunities into L&D opportunities. **What You'll Need** * 3+ years of experience designing soft skills and technical 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 experiences that range from 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 instructor-led programs for diverse audiences and training skills. * Project management experience, ability to collaborate with a team and stakeholders, communicate effectively, and be attentive to detail. * Enjoy working in a fast-paced, outcomes-oriented, data-driven environment. * High level 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 range of $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 to take your career to the next level, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. **Note:** We are an equal opportunities employer and welcome applications from diverse candidates. Apply for this job