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) organization 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.
This role reports to the EMEA Manager Learning & Development in The Netherlands, and will have the freedom and responsibility to develop engaging learning experiences for the best call center agents and leaders in the industry.
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 excellence and innovation.
- Program Management: Lead with Judgment and Passion You'll define, document, and maintain the scope of all regional L&D projects, creating and tracking plans with precision. Your ability to build strong, valuable relationships across our global and regional cross-functional teams will be essential for alignment and success. You'll operate with a deep understanding of the "why," connecting your programs directly to our business goals.
- Vendor Management: Foster Collaborative Partnerships You’ll develop trusting partnerships with outsourced call center partners in the region and be a valuable point of contact for all trainers in these outsourced centers, responsible for successful training rollouts and launches. Manage our partners effectively according to our governance model, organizing monthly meetings, workshops, and summits to inspire and support our external L&D team. This requires strong communication and selflessness to support our extended team.
- Facilitation: Train and Inspire You’ll deliver compelling learning material in both face-to-face and virtual environments, primarily for leadership audiences and for piloting new curriculum. You'll run train-the-trainer programs for call center trainers and proactively coach and develop call center leaders to co-facilitate, leveraging your strong communication skills and passion for growth.
- Curriculum-level Needs Assessment: Cultivate Curiosity and Innovation You’ll use a variety of inputs, perform learning gap analysis for performance and training opportunities. You'll look beyond the obvious to identify systemic issues and proactively recommend innovative solutions for regional and global curriculum needs (technical and behavioral soft skills). Your recommendations will be data-informed, and you'll present your findings with clarity and conviction.
- Instructional Design: Creating Meaningful Learning Solutions Research content and/or collaborate with subject matter experts (SMEs) and other cross functional stakeholders to develop consistent and accurate regionally and globally valid training curriculum. Develop solutions (e.g., instructor-led, virtual, elearning, blended, etc.) that provide relevant, challenging, and productive learning experiences. Develop necessary course collateral including facilitator and learner materials, presentation media, design applications, job aids, and knowledge checks. Finalize materials through reviews, pilot tests, etc and being able to measure and demonstrate the impact of these training programs.
What You'll Bring To The Dream Team
Our Dream Team thrives on exceptional talent and a shared commitment to excellence. We value Judgment, Selflessness, Courage, Communication, Inclusion, Integrity, Passion, Innovation, and Curiosity.
- Bachelor’s Degree in instructional design or a related degree (Master’s Degree a plus).
- 5+ years of experience designing impactful learning solutions, including onboarding programs across various levels.
- Proven experience designing and facilitating learning offerings ranging from short e-learning modules to multi-week classroom experiences.
- Highly preferred: Experience creating eLearning, working with LMSs, and leveraging digital learning methods and tools.
- Solid and inspiring facilitation experience.
- Demonstrated project management expertise, navigating ambiguity and driving initiatives to completion.
- Exceptional ability to collaborate effectively with a global team and diverse stakeholders, communicating candidly and paying meticulous attention to detail.
- Experience thriving in a fast-paced, results-oriented, and data-driven environment, where you're empowered to take informed risks.
- A high level of independence and self-discipline, with a strong ability to manage your own time effectively and prioritize for maximum impact.
- Experience working in a cross-cultural international environment.
- Proficiency in English.
- Experience in content/knowledge management.
- Plus: Experience designing training curricula for service, retail, or call center managers/leaders.
- Plus: Experience with innovative facilitation and AI tools.
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.
