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About careerzynith – Pioneering Entertainment for a Connected World
careerzynith is redefining how millions of people around the globe experience entertainment. With a relentless focus on innovation, simplicity, and customer delight, careerzynith delivers seamless streaming experiences that bring stories to life in every living room, on every device. Our Customer Experience (CX) organization is the heart of this mission, ensuring that every subscriber receives world‑class support, whether they are troubleshooting a playback issue or exploring new content.
Why This Role Matters
As the Learning & Development (L&D) Manager for our Call Center Operations, you will be the strategic partner that empowers our outsourced contact‑center teams in Latin America to deliver exceptional service. You will design, build, and execute learning solutions that drive performance, boost agent confidence, and ultimately keep our members streaming happily.
Key Responsibilities
Program Management
- Define, document, and maintain the scope of all regional L&D initiatives for the LatAm contact‑center network.
- Create, track, and update detailed project plans, ensuring milestones are met on time and within budget.
- Serve as the primary point of contact for outsourced call‑center partners, coordinating training roll‑outs, launches, and post‑implementation reviews.
- Collaborate closely with the broader CX L&D team and internal stakeholders to align learning priorities with business objectives.
Learning Content Development & Instructional Design
- Conduct comprehensive needs‑analysis using performance data, stakeholder interviews, and gap‑identification techniques.
- Prioritize identified learning gaps and develop actionable roadmaps that address both technical and behavioral skill requirements.
- Partner with subject‑matter experts (SMEs) to design curriculum that is culturally relevant, scalable, and adaptable for both local and global audiences.
- Produce a variety of learning assets—including facilitator guides, learner workbooks, slide decks, job aids, and knowledge checks—across multiple delivery modalities (in‑person, virtual instructor‑led, e‑learning, blended).
- Validate content through pilot testing, gather feedback, and iterate to ensure measurable impact on performance.
Facilitation & Train‑the‑Trainer
- Deliver engaging training sessions—both face‑to‑face and virtual—to leadership audiences, new hires, and seasoned agents.
- Lead train‑the‑trainer programs that enable site managers to co‑facilitate and sustain learning initiatives.
- Utilize interactive techniques, real‑world scenarios, and performance‑based assessments to reinforce skill acquisition.
Stakeholder & Partner Management
- Build strong, trust‑based relationships with regional CX leaders, operations managers, and external outsourcing partners.
- Act as the voice of the local L&D team in cross‑functional forums, championing learning opportunities that drive business outcomes.
- Translate operational challenges into targeted learning solutions, ensuring alignment with strategic priorities.
Data‑Driven Governance & Continuous Improvement
- Establish and maintain L&D governance frameworks—including data collection, reporting structures, intake processes, and evaluation metrics.
- Analyze training effectiveness using key performance indicators (KPIs) such as first‑call resolution, average handling time, and customer satisfaction scores.
- Provide regular insights and recommendations to senior leadership to inform future learning investments.
Essential Qualifications
- Minimum 3 years of experience designing and delivering learning solutions for contact‑center environments, including onboarding programs for agents, supervisors, and senior leaders.
- Proven track record of creating and facilitating learning experiences ranging from short micro‑learning modules to multi‑week classroom programs.
- Strong facilitation skills with the ability to adapt delivery style to diverse audiences and learning objectives.
- Demonstrated project‑management expertise—ability to manage multiple initiatives simultaneously, meet deadlines, and communicate progress clearly.
- Bachelor’s degree in Instructional Design, Education, Human Resources, or a related field (Master’s degree a plus).
- Fluency in Portuguese and English; Spanish proficiency is a distinct advantage.
- Experience working in a multicultural, global environment, preferably within a fast‑paced technology or entertainment company.
Preferred Qualifications & Additional Skills
- Hands‑on experience with Learning Management Systems (LMS) such as Cornerstone, SAP SuccessFactors, or Docebo.
- Familiarity with modern instructional design tools (Articulate Storyline, Rise, Adobe Captivate) and rapid‑authoring platforms.
- Knowledge of data‑driven learning analytics and ability to translate metrics into actionable insights.
- Experience designing curriculum for service, retail, or call‑center leadership development.
- Comfort with innovative facilitation technologies—virtual whiteboards, simulation tools, and collaborative platforms.
- Strong written and verbal communication skills, with an emphasis on clear, concise documentation.
Core Competencies for Success
- Strategic Thinking: Ability to see the big picture, align learning initiatives with business goals, and anticipate future skill needs.
- Collaboration: Proven ability to work cross‑functionally, build consensus, and influence without direct authority.
- Analytical Mindset: Comfortable interpreting performance data, identifying trends, and recommending evidence‑based solutions.
- Adaptability: Thrive in a dynamic environment where priorities shift quickly and new challenges emerge regularly.
- Customer‑Centricity: Deep empathy for both internal stakeholders and external customers, driving learning that directly improves the end‑user experience.
Career Growth & Development Opportunities
careerzynith invests heavily in the professional growth of its employees. As an L&D Manager, you will have access to:
- Mentorship from senior leaders in the global CX and People Operations functions.
- Opportunities to lead multi‑regional learning programs and influence the strategic direction of careerzynith’s worldwide support organization.
- Continuous learning allowances for certifications (e.g., CPLP, ATD, SHRM) and attendance at industry conferences.
- A clear career path toward senior L&D leadership roles, such as Director of Learning & Development or Global CX Enablement Lead.
Work Environment & Culture at careerzynith
Our culture is built on freedom, responsibility, and a relentless pursuit of excellence. At careerzynith you will experience:
- A collaborative, inclusive atmosphere where diverse perspectives are celebrated.
- Hybrid work options—combine the energy of an office hub with the flexibility of remote work.
- Regular “innovation days” that encourage teams to experiment, share ideas, and prototype new solutions.
- Transparent communication channels, frequent feedback loops, and a culture of candid, constructive dialogue.
Compensation, Perks & Benefits
careerzynith offers a competitive compensation package that reflects the value you bring:
- Hourly rate ranging from $25 to $35 based on experience, expertise, and location.
- Comprehensive health, dental, and vision plans.
- Generous paid time off, parental leave, and flexible scheduling.
- Retirement savings options with company matching.
- Employee assistance programs, wellness resources, and access to a global entertainment library.
- Opportunities for performance‑based bonuses and stock‑option grants.
How to Apply
If you are passionate about shaping learning experiences that directly impact customer satisfaction, and you thrive in a fast‑moving, data‑driven environment, we want to hear from you. Join careerzynith’s CX L&D team and help us deliver the world‑class support our members deserve.
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