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About careeraxis – Pioneering the Future of Global Entertainment
careeraxis is redefining how millions of viewers around the world experience entertainment. With a relentless focus on innovation, simplicity, and customer delight, we deliver streaming experiences that inspire, entertain, and connect people across cultures. Our commitment to excellence extends beyond the screen – it starts with the people who power our service, from frontline agents to senior leaders. As a market‑leading streaming platform, careeraxis invests heavily in its talent, fostering a culture where curiosity, collaboration, and continuous learning thrive.
Position Overview
We are seeking a dynamic Learning & Development (L&D) Program Manager to join our Latin America (LatAm) Customer Service (CS) Learning & Development team based in Alphaville. This full‑time role will own the end‑to‑end learning strategy for our outsourced call‑center partners, ensuring that every agent, team lead, and manager receives the training, tools, and support needed to deliver world‑class service. The ideal candidate blends strong program‑management expertise with a passion for instructional design, stakeholder collaboration, and data‑driven decision making.
Key Responsibilities
Program Management & Execution
- Define, document, and maintain the scope of all regional L&D initiatives, creating detailed project plans, timelines, and deliverables.
- Serve as the primary point of contact for outsourced call‑center partners, coordinating training rollouts, launches, and post‑implementation reviews.
- Collaborate closely with the broader CS L&D team and cross‑functional partners to align learning priorities with business objectives.
- Track project milestones, manage budgets, and report status to the LatAm Learning & Development Manager.
Learning Content Development & Curriculum Design
- Conduct comprehensive needs analyses using performance data, stakeholder interviews, and gap assessments to identify both technical and behavioral learning opportunities.
- Partner with subject‑matter experts (SMEs) to design, develop, and localize training curricula that are culturally relevant for the Mexican market and scalable across the region.
- Produce a variety of learning assets—including facilitator guides, learner workbooks, slide decks, job aids, and knowledge checks—ensuring consistency and quality.
- Leverage blended learning approaches (in‑person, virtual instructor‑led, e‑learning, micro‑learning) to maximize engagement and retention.
- Pilot new content, gather feedback, iterate, and measure impact using key performance indicators (KPIs) such as first‑call resolution, average handle time, and CSAT scores.
Facilitation & Train‑the‑Trainer Delivery
- Deliver high‑impact training sessions—both virtual and face‑to‑face—to leadership audiences, frontline agents, and newly hired staff.
- Run train‑the‑trainer programs that empower local training leads to co‑facilitate and sustain learning initiatives.
- Adapt facilitation style to suit diverse audiences, from entry‑level agents to senior managers, ensuring relevance and engagement.
Stakeholder & Partner Management
- Build and nurture strong relationships with regional CS leaders, outsourced vendor managers, and internal business partners.
- Act as the voice of the local L&D team, advocating for learner needs while aligning with corporate strategy.
- Identify opportunities where operational challenges can be transformed into learning solutions, driving measurable performance improvement.
Data‑Driven Governance & Reporting
- Develop and maintain L&D governance frameworks—including data collection, learner support structures, intake processes, and evaluation models.
- Analyze training effectiveness using quantitative and qualitative data, presenting insights and recommendations to senior leadership.
- Continuously refine learning metrics to ensure alignment with business outcomes and ROI expectations.
Essential Qualifications
- Minimum 3 years of experience designing soft‑skill and technical training solutions for call‑center environments, including onboarding, leadership development, and performance‑enhancement programs.
- Proven track record of creating and facilitating learning experiences ranging from brief 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 (e.g., Articulate Storyline, Adobe Captivate) is a plus.
- Strong project‑management skills with the ability to juggle multiple initiatives, meet deadlines, and manage stakeholder expectations.
- Bachelor’s degree in Instructional Design, Education, Human Resources, or a related field; a Master’s degree or relevant certifications (e.g., CPLP, ATD) is advantageous.
- Fluency in Portuguese and English; proficiency in Spanish is a plus.
- Demonstrated ability to work independently, prioritize tasks, and thrive in a fast‑paced, data‑driven environment.
Preferred Qualifications & Additional Skills
- Experience operating within a multicultural, global organization and navigating cross‑cultural communication nuances.
- Background in content or knowledge‑management systems, including taxonomy development and information architecture.
- Familiarity with modern facilitation technologies such as virtual whiteboards, interactive polling, and immersive simulations.
- Exposure to analytics or data‑science concepts that enable you to translate performance data into actionable learning interventions.
- Passion for continuous improvement, innovation in instructional design, and staying current with emerging L&D trends.
Core Competencies for Success
- Strategic Thinking: Ability to align learning initiatives with broader business goals and anticipate future skill needs.
- Communication Excellence: Clear, concise, and persuasive communication with diverse audiences, both written and verbal.
- Analytical Mindset: Proficiency in interpreting data, identifying trends, and making evidence‑based decisions.
- Collaboration & Influence: Skilled at building consensus, negotiating priorities, and driving cross‑functional initiatives.
- Adaptability: Comfortable navigating ambiguity, shifting priorities, and evolving business landscapes.
Career Growth & Learning Opportunities
At careeraxis, your professional development is as important as the development you deliver to others. In this role, you will:
- Gain exposure to a global L&D function, working alongside senior leaders in a high‑visibility capacity.
- Lead large‑scale learning projects that directly impact millions of customers, building a portfolio of measurable business results.
- Access a robust internal learning ecosystem, including mentorship programs, certification sponsorships, and cross‑departmental rotations.
- Position yourself for future advancement into senior L&D leadership, regional operations management, or strategic talent development roles.
Work Environment & Culture at careeraxis
careeraxis fosters a culture of freedom and responsibility. Our teams operate with autonomy, empowered to experiment, iterate, and deliver outcomes that matter. Key cultural pillars include:
- Innovation: We encourage bold ideas and support rapid prototyping of new learning solutions.
- Inclusivity: Diverse perspectives are celebrated, and every voice is heard.
- Feedback‑Driven: Constructive, candid feedback is a daily habit that fuels personal and organizational growth.
- Work‑Life Harmony: Flexible scheduling, remote‑work options, and generous paid time off help you maintain balance.
Compensation, Perks & Benefits
careeraxis offers a competitive compensation package that reflects your experience, expertise, and market benchmarks. While exact figures vary by location, the role is positioned within the $25‑$35 per hour range, with potential performance‑based bonuses. Additional benefits include:
- Comprehensive health, dental, and vision coverage.
- Retirement savings plans with company matching.
- Generous parental leave and family‑support programs.
- Continuous learning stipend for certifications, conferences, and courses.
- Employee assistance programs, wellness initiatives, and access to streaming subscriptions.
How to Apply
If you are ready to shape the future of customer experience at a global entertainment leader, we want to hear from you. Submit your resume and a brief cover letter highlighting your most relevant achievements and why you are excited to join careeraxis.
Apply Now – Join careeraxis Today!
Closing Statement
careeraxis is more than a streaming platform; it is a community of innovators, storytellers, and problem‑solvers. By joining our Learning & Development team, you will play a pivotal role in empowering the people who bring our content to life for audiences worldwide. Take the next step in your career and help us deliver unforgettable experiences—one interaction at a time.
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