**Experienced Application Supervisor – Learning & Development (L&D) Program Management for Call Center Operations**

Are you a seasoned professional with a passion for designing and implementing effective learning programs? Do you have a knack for building strong relationships with stakeholders and driving business results? If so, we want to hear from you! Netflix is seeking an experienced Application Supervisor to join our 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 call center operations. **About Netflix** At Netflix, we are revolutionizing the way people consume entertainment. Our mission is to provide a world-class entertainment experience that is accessible to everyone, everywhere. We are a global company with a diverse team of talented individuals who are passionate about innovation, creativity, and customer satisfaction. Our L&D team is dedicated to providing exceptional learning experiences that support the growth and development of our employees, and we are looking for a talented individual to join our team. **Key Responsibilities** As an Application Supervisor, you will be responsible for managing the learning and development programs for our call center operations. Your key responsibilities will include: * Program management: Outline, document, and maintain the scope of all local L&D tasks. Create, manage, and maintain task plans. Develop a trusting partnership with the outsourced call center partners in the region and be a valuable point of contact for all trainers in these outsourced facilities, responsible for successful training rollouts and launches. * Learning content development/educational design: Using a variety of inputs, conduct gap analysis for performance and learning 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. * 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 materials. * 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. **Essential Qualifications** To be successful in this role, you will need: * 3+ years of experience designing soft skills and tool-based 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 desired. * Stable 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. * 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. **Preferred Qualifications** While not required, the following qualifications would be highly desirable: * Experience working in a similar role or industry. * Familiarity with Netflix's products and services. * Strong understanding of adult learning principles and instructional design methodologies. * Experience with learning management systems (LMS) and virtual learning platforms. * Strong analytical and problem-solving skills. * Ability to work in a dynamic and fast-paced environment. **What We Offer** As a member of our team, you will have the opportunity to work with a talented group of professionals who are passionate about learning and development. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. Our team is committed to creating a positive and inclusive work environment, and we strive to provide exceptional customer service to our employees and stakeholders. **How to Apply** If you are a motivated and experienced professional who is passionate about learning and development, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We look forward to hearing from you! **Contact Information** For more information about this opportunity, please contact us at [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** Netflix is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement. **Note** Netflix is a global company with a diverse team of talented individuals. We are committed to creating a positive and inclusive work environment, and we strive to provide exceptional customer service to our employees and stakeholders. Apply for this job