Global Curriculum Developer, Customer Service

Job description

At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need our help from time to time, and that’s where our Global Customer Service (CS) organization focuses providing amazing interactions with our subscribers around the world. Our goal is excellence, simplicity and getting our members back to streaming. Netflix is looking for a talented Curriculum Developer to join our Global CS Learning & Development (L&D) team in Los Gatos, California. This role will support the outsourced call centers that make up our Global CS Operations in APAC, EMEA, and The Americas with their learning needs. Our Global CS L&D team provides leadership, customer service, and tools training that has a direct impact on our agents, our customers, and the business. This role reports to the Learning & Development Manager, Global Curriculum and will have the opportunity to develop effective and engaging learning experiences for the best call center agents and leaders in the industry. **Responsibilities** **Curriculum-level Needs Assessment** Using a variety of inputs, perform gap analysis to address performance problems and drive innovation. Prioritize the identified gaps and recommend curriculum-based interventions for technical and behavioral soft skills. As a strategic partner to the CS business, document and present methods, findings, and recommendations to address performance gaps. **Instructional Design** Research content and collaborate with cross-functional subject matter experts to design and develop accurate, globally consistent training content (e.g., facilitator and student materials, presentation media, job aids, and knowledge checks). Develop solutions (e.g., instructor-led, virtual, elearning, blended, etc.) that provide relevant, challenging, and productive learning experiences. Finalize materials through reviews, pilot tests, etc. **Program Management** Define, document, and maintain the scope of the project. Perform risk assessment and mitigation. Create, track, and maintain project plans. Communicate clearly inside and outside the team. Develop a trusting partnership and work closely with global and regional partners and stakeholders to ensure alignment around key priorities. **Continuous Innovation and Demonstrating Training Impact** Be an avid learner and stay up to speed on the newest trends in digital learning and interactive learning paths. Use data to demonstrate the impact of the Learning & Development programs rolled out globally. **Facilitation** Deliver learning material in face-to-face and virtual environments to leadership audiences and to pilot any newly designed curriculum. Run train-the-trainer programs for regional Learning and Development Program Managers. 
·  Bachelor’s Degree in instructional design or related degree, Master’s Degree a plus.
·  5+ years experience designing soft skills and tools learning solutions for a variety of job levels from entry level to senior leadership. 
·  Experience designing and developing a broad variety of learning offerings, from a 15-minute elearning to multi-week classroom experiences. 
·  Experience using eLearning authoring tools (Captivate and Elucidat preferred) and working with LMS platforms. Any other digital learning tool experience is a big plus.
·  Solid facilitation experience of various instructor-led programs for various audiences and coaching skills.
·  Project management experience, ability to collaborate with a team and stakeholders, communicate effectively, and pay attention to detail.
·  Experience working in a fast-paced, results-oriented, data-driven environment.
·  High level of independence and ability to work and manage own time effectively.
·  Experience working in a cross-cultural international environment is a plus.
·  Experience in content/ knowledge management is a plus.
·  Experience designing for service, retail, or call center positions a plus.
·  Certifications in MBTI, DiSC, leadership 360 assessments, etc. a plus.