Sr. Manager, Learning & Development, Customer Service -id-6558

January 31, 2025

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

Our members need our help from time to time, and that's where our Global Customer Service (CS) organization focuses on providing amazing interactions with our members and non-members around the world. Our goal is excellence, simplicity, and getting our members back to streaming and gaming.

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Netflix is looking for a Senior Manager, Learning and Development to lead the Global CS Learning & Development (L&D) team, based in its Los Gatos office. This role will lead our efforts to address the global learning needs of the outsourced call centers that make up our Global CS Operations in APAC, EMEA, and LATAM and be the overall team lead/head of all learning and development for Customer Service.

Our Global CS L&D team provides leadership, customer service, and tools training that directly impacts our agents, customers, and the business. This role reports to the Director of Knowledge Management within Customer Service and will lead all learning and development efforts globally within Customer Service which includes all Regional Learning and Development Managers, a Manager for Global Curriculum, a Program Manager for Learning Technology, and a Digital Learning Developer; who have the opportunity to create the most effective and engaging learning experiences for the best call center agents and leaders in the industry.

Responsibilities

The leader of our Customer Service Learning and Development team is responsible for the overall strategy and direction of the global and regional learning offering, deployment and delivery, and the digital learning infrastructure within the CS network including internal CS teams and our outsourced agents, senior agents, trainers, and team leaders.

This includes centralized training development, operations, regional connection, and coordination. The team closely partners with several stakeholders within Customer Service to design and develop learning solutions and streamline regional delivery. It also understands global and regional needs to inform the team's overall L&D strategy.

In addition, the team is also responsible for the overall technology and digital infrastructure of the larger CS Learning and Development team including LMS management, digital learning asset development, and tooling improvements.

The role is responsible for all standard onboarding, continuous learning and ongoing global learning needs of the CS business, supporting Netflix-specific global rollouts and changes and globally relevant improvement opportunities.

Some specific responsibilities but not limited to are as follows:

Lead, coach, and develop a team of learning and development leaders, fostering a culture of collaboration, continuous learning, innovation, and excellence.
Building a learning strategy in line with the Customer Service business needs
Build and scale the technical learning infrastructure in line with the business needs
Track and report upon Learning KPIs
Support the development of learning-based deliverables that strengthen Customer Service's overall performance
Build a culture that supports our primary aim to make the Netflix experience even better
Build and maintain a high-performance culture where employees are highly engaged and motivated
Build strong bridges and tight partnerships with cross-functional partners

Requirements for the Role

You are experienced in leading matrix-oriented teams; supporting global and regional priority-sets.
You have excellent influencing, stakeholder engagement, presentation, and communication skills.
You are a selfless team player and tactfully know how to engage with stakeholders from different cultural backgrounds and geographies.
You stay flexible and adapt quickly to changing situations. You are a proactive problem solver who knows how to navigate ambiguity.
You are resourceful and can think of creative solutions for problems without easy and straightforward answers.
You have strong prioritization skills. You can balance multiple projects simultaneously while also guiding your time and team's focus on the most impactful items.
You are experienced in working with ambiguity and constant change and can navigate local and functional dynamics.

Experience

10+ years of experience leading global and regional Learning and Development leaders and teams.
Knowledge and proficiency in digital learning tooling and technologies, LMS platforms.
Experience with using data to assess training needs and report on training initiatives.
Highly experienced in designing and implementing complex global strategies.
Familiarity with the nuances of various regions, including main players in the learning fields.
Excellent influencing, presentation, and communication skills.
Experience collaborating with stakeholder teams, business leaders, and subject matter experts to design innovative learning solutions.
Experienced working within an agile and design thinking model.
Customer Service Learning and Development experience is preferred.

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100,000 - $350,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here

Netflix is a unique culture and environment. Learn more here.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

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