```html
About talentflow – Pioneering Global Entertainment Experiences
talentflow is a world‑renowned leader in streaming entertainment, delivering unforgettable moments to millions of viewers every day. Our mission is to redefine how people enjoy content by combining cutting‑edge technology with a relentless focus on customer delight. As we continue to expand our global footprint, we are looking for visionary talent to join our Learning & Development (L&D) team and shape the future of customer service excellence.
Why This Role Matters
In today’s fast‑paced digital landscape, the quality of every subscriber interaction can make the difference between a casual viewer and a lifelong fan. As the Senior Learning & Development Manager for our Latin America (LatAm) Customer Service (CS) operations, you will be the strategic architect behind the training programs that empower call‑center agents, team leads, and senior managers to deliver world‑class support. Your work will directly influence customer satisfaction, operational efficiency, and the overall brand reputation of talentflow.
Key Responsibilities
- Program Management: Define, document, and maintain the scope of all regional L&D initiatives. Create detailed project plans, timelines, and deliverables while ensuring alignment with broader CS strategy.
- Stakeholder Collaboration: Partner with outsourced call‑center partners, internal CS leaders, and cross‑functional teams to guarantee seamless rollout of training programs and consistent messaging across all touchpoints.
- Learning Content Development: Conduct comprehensive needs analyses, identify performance gaps, and design curriculum that blends instructor‑led, digital, e‑learning, and blended solutions.
- Curriculum Creation: Work closely with Subject Matter Experts (SMEs) to develop accurate, culturally relevant training materials, including facilitator guides, learner handouts, slide decks, job aids, and assessments.
- Facilitation & Delivery: Lead both virtual and in‑person training sessions for leadership audiences, pilot new curricula, and run train‑the‑trainer programs for call‑center supervisors.
- Vendor & Partner Management: Coordinate with external training providers and call‑center vendors to monitor performance, gather feedback, and continuously improve learning outcomes.
- Data‑Driven Evaluation: Establish metrics, conduct impact analyses, and report on the effectiveness of learning interventions, using data to drive iterative improvements.
- Governance & Process Design: Build L&D governance frameworks—including data collection, intake processes, and evaluation models—to ensure consistency and scalability across the region.
- Culture Advocacy: Serve as a champion for talentflow’s core values—excellence, simplicity, and customer obsession—embedding them into every learning experience.
Essential Qualifications
- Minimum 3 years of experience designing soft‑skill and technical training solutions for call‑center environments, including onboarding, leadership development, and performance‑boosting programs.
- Proven track record of creating and facilitating learning experiences ranging from short micro‑learning modules to multi‑week classroom courses.
- Hands‑on experience with Learning Management Systems (LMS) and virtual training platforms; familiarity with e‑learning authoring tools is a strong plus.
- Demonstrated ability to manage complex projects, collaborate with diverse stakeholders, and communicate clearly in both English and Portuguese.
- Bachelor’s degree in Instructional Design, Education, Human Resources, or a related field; a master’s degree or relevant certifications (e.g., CPLP, ATD) are advantageous.
- Fluency in English and Portuguese; Spanish proficiency is a plus.
Preferred Skills & Competencies
- Experience working in a multicultural, global organization with distributed teams.
- Strong analytical mindset with the ability to translate data insights into actionable learning strategies.
- Creative problem‑solving skills and a passion for innovative facilitation techniques.
- Comfortable navigating fast‑changing environments, managing ambiguity, and taking calculated risks.
- Excellent written and verbal communication skills, with a talent for storytelling that engages learners.
What You’ll Gain – Career Growth & Learning Opportunities
talentflow invests heavily in the professional development of its employees. In this role, you will:
- Gain exposure to a high‑visibility function that directly impacts millions of customers worldwide.
- Collaborate with senior leaders across product, technology, and operations, expanding your strategic influence.
- Access a robust internal learning ecosystem, including mentorship programs, certifications, and cross‑functional training.
- Lead initiatives that shape the future of customer experience, positioning you as a thought leader in L&D.
- Enjoy clear pathways for advancement, with opportunities to move into regional L&D leadership or broader talent development roles.
Work Environment & Culture at talentflow
Our culture is built on three pillars: Excellence, Simplicity, and Customer Obsession. We foster an inclusive, collaborative atmosphere where ideas are welcomed and innovation thrives. Whether you work remotely from anywhere in Mexico or join us in our vibrant office spaces, you’ll be part of a team that values:
- Transparency: Open communication channels and candid feedback loops.
- Autonomy: Empowerment to own projects, set priorities, and deliver results.
- Continuous Improvement: A growth mindset that encourages learning from successes and setbacks alike.
- Diversity & Inclusion: A commitment to building a workforce that reflects the global audiences we serve.
Compensation, Perks & Benefits
talentflow offers a competitive hourly rate ranging from $25 to $35 per hour, commensurate with experience and location. In addition to base pay, you’ll receive:
- Comprehensive health, dental, and vision coverage.
- Generous paid time off and holiday schedules.
- Retirement savings plans with company matching contributions.
- Flexible work arrangements, including remote‑first options.
- Professional development stipend for certifications, conferences, and courses.
- Employee wellness programs, including mental‑health resources and fitness subsidies.
- Access to talentflow’s streaming platform for personal enjoyment.
How to Apply
If you are passionate about shaping learning experiences that drive real business impact, we want to hear from you. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited to join talentflow.
Join talentflow – Where Your Talent Powers Global Entertainment
At talentflow, every interaction matters. By joining our Learning & Development team, you’ll play a pivotal role in delivering the seamless, delightful experiences our subscribers expect. Take the next step in your career and become part of a forward‑thinking organization that values your expertise, encourages innovation, and celebrates success.
``` Apply for this job