Netflix is one of the world's leading entertainment services, with over 300 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.

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; our Global Customer Service (CS) organisation is at the heart of this, ensuring every interaction is an amazing one – simple, excellent, and designed to get our members back to streaming what they love.

We’re looking for a talented and passionate L&D Program Manager to join our EMEA CS Learning & Development (L&D) team in Amsterdam. Our Global CS L&D team is vital to fostering a culture of continuous learning and delivering impactful training that directly influences our agents, leaders, and ultimately, our members' experience.

Responsibilities

At Netflix, we empower individuals to take ownership and make wise decisions. As an L&D Program Manager, you’ll be responsible for your projects, driving L&D excellence and innovation.

Learning Experience Design: Creating Meaningful Learning Solutions. Research and develop consistent, accurate training curricula (ILT, virtual, eLearning, blended), including facilitator and learner materials, presentation media, design applications, job aids, and knowledge checks for a global and regional audience. Leverage instructional design expertise and AI tools to personalise learning experiences, automate content creation and create efficiencies, and measure program impact through reviews, pilots, etc. Generate brand excitement by skillfully incorporating compelling visuals and multimedia elements in your learning solutions. Your creative approach will ensure that content is not only informative but also visually impactful.
Content Strategy & Curation: Think and Solution Holistically Develop and execute a regional content strategy aligned with our global knowledge journey framework. Manage a shared content repository and curate learning resources—including soft skills—to support diverse needs. Collaborate with vendors and global teams to ensure quality and global alignment.
Program Management: Lead with Judgment and Passion Manage a portfolio of learning programs as the primary point of contact. Define, document, and maintain the program's scope, in line with the business needs and a deep understanding of the “why”, and promote innovation. Create, scope, and track roadmaps and action plans, and use data to demonstrate ROI. Build strong relationships within the Knowledge Management Team as well as across global and regional (cross-functional) teams to ensure alignment around key priorities. Use data to demonstrate the impact of training programs.
Vendor Management: Foster Collaborative Partnerships Partner with outsourced call centre providers (BPOs) in the region and be the POC for all trainers. Serve as the lead for successful training rollouts and launches, managing governance through monthly meetings, workshops, and summits. Inspire and support our external L&D team with strong communication skills and selflessness.
Facilitation: Train and Inspire Deliver compelling training for leadership audiences and pilot curricula in both face-to-face and virtual environments. Lead train-the-trainer (TTT) programs and proactively coach call centre leaders to co-facilitate.
Curriculum-level Needs Assessment: Cultivate Curiosity and Innovation Perform learning gap analyses to identify performance and training opportunities. Look beyond the obvious to identify systemic issues and recommend data-informed, innovative solutions for technical and behavioural curriculum needs for our global- and regional portfolio. Present findings with clarity and conviction.

Must-have Qualifications

What you'll bring to the Dream Team

5+ years of experience designing and facilitating impactful learning solutions (including onboarding programs for a variety of roles and levels).
Technical expertise: proficiency with multimedia tools (Adobe Creative Suite, Figma, Canva), authoring tools (Articulate Rise), and LMS platforms (Docebo preferred).
Project leadership: demonstrated expertise in navigating ambiguity and driving global initiatives to completion with meticulous attention to detail.
Operational agility: experience thriving in fast-paced, data-driven environments; experience in content/knowledge management is a plus.
Global communication & stakeholder management: exceptional ability to collaborate across cultures and communicate candidly with diverse stakeholders.
Personal effectiveness: a high level of independence and self-discipline, with a strong ability to manage your own time effectively and prioritise for maximum impact.

Nice-to-have Qualifications

Experience with AI tools in L&D or designing training for service/call centre leaders.

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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Program Manager, Learning and Development, Customer Service, EMEA