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About nexahire – Pioneering the Future of Global Entertainment
nexahire is a world‑renowned leader in streaming entertainment, delivering unforgettable experiences to millions of subscribers across the globe. Our mission is to redefine how people watch, discover, and share content, and we achieve this by fostering a culture of innovation, excellence, and relentless customer focus. As we continue to expand our footprint, we are looking for visionary talent to join our growing Learning & Development (L&D) team and help shape the next generation of service excellence.
Position Overview
We are seeking a seasoned Learning & Development Program Manager to lead the design, delivery, and continuous improvement of data‑entry and call‑center training initiatives for our outsourced customer‑service (CS) operations in Latin America. This full‑time role, based in Mexico City (with remote flexibility), offers a competitive hourly rate of $30 and the opportunity to make a direct impact on the performance of our frontline agents, team leads, and senior managers.
Key Responsibilities
- Program Management: Define, document, and maintain the scope of all regional L&D projects. Create detailed project plans, timelines, and status reports that keep stakeholders informed and aligned.
- Stakeholder Collaboration: Partner closely with outsourced call‑center partners, internal CS leadership, and global L&D teams to ensure training initiatives are strategically aligned with business priorities.
- Learning Content Development: Conduct comprehensive needs analyses, identify performance gaps, and translate findings into actionable curriculum designs that blend instructor‑led, digital, blended, and e‑learning modalities.
- Curriculum Creation: Work with subject‑matter experts (SMEs) to develop accurate, culturally relevant training materials—including facilitator guides, learner handouts, slide decks, job aids, and knowledge checks.
- Facilitation & Delivery: Deliver engaging training sessions—both in‑person and virtually—to leadership audiences, pilot new curricula, and run train‑the‑trainer programs for call‑center supervisors.
- Performance Measurement: Evaluate the effectiveness of learning solutions through pilot testing, feedback collection, and data‑driven impact analysis, continuously refining programs for maximum ROI.
- Governance & Reporting: Build and maintain L&D governance structures, including data analytics dashboards, intake processes, and evaluation frameworks that support transparent decision‑making.
- Continuous Improvement: Identify emerging trends in customer‑service training, propose innovative solutions, and champion best practices across the CS organization.
Essential Qualifications
- Minimum 3 years of experience designing soft‑skill and technical training solutions for call‑center environments, including onboarding programs for agents, team leads, and senior managers.
- Demonstrated ability to design and facilitate learning experiences ranging from short micro‑learning modules to multi‑week classroom courses.
- Proven track record of collaborating with SMEs and cross‑functional partners to create high‑quality, globally scalable curricula.
- Strong project‑management skills with a keen eye for detail, the ability to prioritize competing demands, and a results‑oriented mindset.
- Bachelor’s degree in Instructional Design, Education, Human Resources, or a related field (Master’s degree is a plus).
- Fluency in Portuguese and English; proficiency in Spanish is an added advantage.
- Experience working in a multicultural, fast‑paced environment with remote and outsourced teams.
Preferred Qualifications & Additional Skills
- Hands‑on experience with Learning Management Systems (LMS) and virtual training platforms (e.g., Cornerstone, SAP SuccessFactors, Moodle).
- Familiarity with instructional design methodologies such as ADDIE, SAM, or Agile Learning Design.
- Background in content or knowledge management, including taxonomy development and metadata tagging.
- Exposure to modern facilitation tools (e.g., Miro, Mural, Zoom breakout rooms) and interactive e‑learning authoring tools (Articulate Storyline, Adobe Captivate).
- Demonstrated ability to translate complex technical concepts into clear, learner‑centric language.
- Experience designing curricula for service, retail, or call‑center leadership development.
Core Skills & Competencies
- Analytical Thinking: Ability to interpret performance data, diagnose learning gaps, and propose evidence‑based solutions.
- Communication Excellence: Strong written and verbal communication skills, capable of influencing senior stakeholders and delivering compelling presentations.
- Facilitation Mastery: Confidence delivering engaging sessions to diverse audiences, adapting style to meet learner needs.
- Collaboration & Influence: Proven ability to build trusted relationships across functional, regional, and external partner teams.
- Adaptability: Comfortable thriving in a dynamic environment with shifting priorities and ambiguous requirements.
- Self‑Management: High degree of autonomy, effective time‑management, and the ability to meet deadlines without constant supervision.
Career Growth & Learning Opportunities
nexahire invests heavily in the professional development of its employees. As a Learning & Development Program Manager, you will have access to:
- Mentorship from senior L&D leaders across multiple continents.
- Opportunities to lead high‑visibility, cross‑regional projects that shape the future of customer‑service excellence.
- Continuous learning budgets for certifications (e.g., CPLP, ATD), conferences, and advanced instructional design training.
- A clear career ladder that can lead to senior L&D director roles, regional training leadership, or specialized expertise in digital learning transformation.
Work Environment & Culture at nexahire
Our culture is built on three pillars: Freedom, Responsibility, and Innovation. We empower teams to take bold actions, encourage open feedback, and celebrate diverse perspectives. At nexahire you will experience:
- A collaborative, inclusive environment where every voice matters.
- Flexible work arrangements, including remote‑first options and a hybrid office model in Mexico City.
- Regular team‑building events, virtual coffee chats, and global “Culture Days” that connect employees across time zones.
- Access to cutting‑edge technology and tools that enable you to experiment with new learning formats.
Compensation, Perks & Benefits
nexahire offers a competitive compensation package that reflects market standards and individual experience. While the base hourly rate is $30, total rewards may include:
- Performance‑based bonuses tied to learning impact metrics.
- Comprehensive health, dental, and vision coverage.
- Generous paid time off, parental leave, and holiday calendars.
- Retirement savings plans with employer matching contributions.
- Employee assistance programs, wellness stipends, and mental‑health resources.
- Professional development funds for courses, certifications, and conferences.
- Access to nexahire streaming subscriptions for personal enjoyment.
Application Process
Ready to shape the future of customer‑service learning at a global entertainment powerhouse? Follow these steps:
- Submit your updated resume and a concise cover letter highlighting your most relevant L&D achievements.
- Complete the online assessment that evaluates your instructional design acumen and problem‑solving approach.
- Participate in a virtual interview with the regional L&D manager, followed by a stakeholder interview with senior CS leadership.
- Receive a personalized feedback session and, if selected, an offer package tailored to your experience and location.
Why nexahire?
Joining nexahire means becoming part of a visionary organization that values creativity, data‑driven decision‑making, and the relentless pursuit of excellence. If you are passionate about empowering frontline teams, love turning data into actionable learning experiences, and thrive in a fast‑moving, multicultural setting, we want to hear from you.
Take the Next Step
Don’t miss the chance to influence the performance of thousands of agents and elevate the overall customer experience for millions of subscribers worldwide. Apply today and embark on a rewarding career where your expertise drives real business outcomes.
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