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About careerzynith – Pioneering Global Entertainment Experiences
careerzynith is a world‑leading streaming and entertainment powerhouse that believes there is a better way to watch. With millions of subscribers across every continent, careerzynith delivers unforgettable stories, innovative technology, and a relentless focus on customer delight. Our mission is simple: provide flawless, personalized experiences that keep viewers coming back for more. To achieve that, we invest heavily in the people who power our customer service operations, and we are looking for a visionary Learning & Development (L&D) leader to shape the future of our call‑center training programs.
Role Overview – Learning & Development Program Manager (Call Center)
As the Learning & Development Program Manager for careerzynith’s Latin America (LatAm) Customer Service (CS) organization, you will own the end‑to‑end design, delivery, and continuous improvement of training solutions for our outsourced call‑center partners. Reporting to the LatAm Learning & Development Manager in Alphaville, you will collaborate with regional and global L&D teams, business stakeholders, and subject‑matter experts (SMEs) to ensure that every agent, team lead, and manager receives the knowledge, skills, and tools needed to excel.
Key Responsibilities
Program Management
- Define, document, and maintain the scope of all regional L&D initiatives, creating detailed project plans, timelines, and deliverables.
- Serve as the primary point of contact for outsourced call‑center partners, overseeing successful training roll‑outs, launches, and post‑implementation reviews.
- Coordinate closely with the broader CS L&D team and cross‑functional stakeholders to align training priorities with business objectives.
- Track program metrics, manage budgets, and report progress to senior leadership, ensuring transparency and accountability.
Learning Content Development & Instructional Design
- Conduct comprehensive needs analyses using performance data, stakeholder interviews, and gap assessments to identify both technical and behavioral learning requirements.
- Prioritize identified gaps, develop actionable learning strategies, and present recommendations to senior leaders.
- Partner with SMEs to design curriculum that is locally relevant yet globally consistent, covering topics such as product knowledge, soft‑skill communication, compliance, and advanced troubleshooting.
- Create a blended learning portfolio that includes instructor‑led workshops, e‑learning modules, virtual classrooms, micro‑learning videos, and interactive simulations.
- Develop supporting artifacts—facilitator guides, learner handbooks, slide decks, job aids, and knowledge checks—and iterate based on pilot feedback and impact measurements.
Facilitation & Train‑the‑Trainer Delivery
- Deliver engaging training sessions both in‑person and virtually to diverse audiences ranging from entry‑level agents to senior managers.
- Lead train‑the‑trainer programs that empower local training champions to co‑facilitate and sustain learning initiatives.
- Utilize adult‑learning principles, storytelling techniques, and interactive activities to maximize knowledge retention and behavior change.
Stakeholder & Partner Management
- Build strong, collaborative relationships with regional CS leaders, outsourced vendor managers, and global L&D partners.
- Act as the voice of the local L&D team, championing the needs of the call‑center workforce while aligning with careerzynith’s strategic priorities.
- Translate operational challenges into learning opportunities, turning performance data into actionable training solutions.
- Facilitate regular governance meetings, share performance dashboards, and drive continuous improvement cycles.
Essential Qualifications
- Minimum 3 years of experience designing and delivering learning solutions for call‑center or contact‑center environments.
- Proven track record creating onboarding programs, up‑skill curricula, and leadership development pathways for agents, team leads, and managers.
- Hands‑on experience with instructional design methodologies (ADDIE, SAM) and the ability to produce high‑quality learning assets.
- Strong facilitation skills with experience delivering both short‑duration micro‑learning and multi‑week classroom programs.
- Project‑management expertise, including the ability to manage multiple initiatives, meet deadlines, and communicate progress clearly.
- Bachelor’s degree in Instructional Design, Education, Human Resources, or a related field; a master’s degree is a plus.
- Fluency in Portuguese and English; Spanish proficiency is an advantage.
Preferred Qualifications & Additional Skills
- Experience working with Learning Management Systems (LMS) such as Cornerstone, SAP SuccessFactors, or Docebo, and familiarity with virtual classroom platforms (Zoom, Webex, MS Teams).
- Background in content or knowledge management, including taxonomy development and version control.
- Exposure to multicultural, globally distributed teams and the ability to adapt training approaches to diverse cultural contexts.
- Comfort with innovative facilitation tools—interactive whiteboards, gamified learning platforms, and AR/VR simulations.
- Demonstrated analytical mindset: ability to interpret performance data, conduct root‑cause analysis, and measure learning impact (Kirkpatrick, ROI).
- Self‑starter with a high degree of independence, capable of managing time effectively in a fast‑paced, results‑driven environment.
Core Skills & Competencies for Success
- Strategic Thinking: Align learning initiatives with broader business goals and anticipate future skill needs.
- Communication: Articulate complex concepts clearly to executives, vendors, and frontline agents alike.
- Collaboration: Build trust across cross‑functional teams, fostering a culture of shared ownership.
- Adaptability: Thrive in an environment where priorities shift quickly and new challenges emerge daily.
- Data‑Driven Decision Making: Leverage analytics to prioritize learning gaps and demonstrate ROI.
- Creativity: Design engaging, memorable learning experiences that inspire behavioral change.
Career Growth & Learning Opportunities at careerzynith
careerzynith invests heavily in the professional development of its employees. As a Learning & Development Program Manager, you will have access to:
- Mentorship from senior L&D leaders and global talent development experts.
- Opportunities to lead high‑visibility projects that influence millions of customers worldwide.
- Continuous education allowances for certifications (e.g., CPT, CPLP, PMP) and industry conferences.
- Cross‑regional mobility—potential to work with other careerzynith business units such as Product, Engineering, or Marketing.
- A clear promotion pathway toward Senior L&D Manager, Director of Learning, or Global Training Lead.
Work Environment & Culture
careerzynith’s culture is built on freedom, responsibility, and a relentless pursuit of excellence. Our teams operate in a collaborative, inclusive environment where ideas are welcomed and feedback is candid. You will join a diverse group of professionals who share a passion for entertainment, technology, and customer delight. Flexible work arrangements, hybrid office models, and a supportive community are hallmarks of the careerzynith experience.
Compensation, Perks & Benefits
While exact compensation will be tailored to experience and location, successful candidates can expect a competitive hourly rate of $30 USD, performance‑based bonuses, and a comprehensive benefits package that includes:
- Health, dental, and vision coverage.
- Generous paid time off and parental leave.
- Retirement savings plans with company matching.
- Employee assistance programs and wellness resources.
- Access to careerzynith’s entertainment library for personal enjoyment.
- Professional development budget and tuition reimbursement.
Why Join careerzynith?
If you are a dynamic learning professional who thrives on shaping the capabilities of a global customer‑service workforce, careerzynith offers the platform, resources, and cultural freedom to make a lasting impact. You will work at the intersection of entertainment, technology, and human performance—helping millions of viewers enjoy seamless streaming experiences every day.
Ready to Elevate Learning at careerzynith?
Take the next step in your career and become a catalyst for excellence in our call‑center ecosystem. Click the link below to submit your application, attach your resume, and share a brief cover letter that highlights your most relevant achievements.
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