Transforming Worldwide Entertainment through Exceptional Customer Experiences
At blithequark, we're passionate about revolutionizing the way people enjoy entertainment. Our global customer service (CS) organization is dedicated to delivering outstanding interactions for our subscribers worldwide. We're on a mission to achieve excellence, simplicity, and get our members back to enjoying their favorite content. To support this endeavor, we're seeking a skilled and experienced Learning and Development Program Manager to join our Latham CS Learning & Development (L&D) team.
About the Role
This pivotal position will focus on addressing the learning needs of our outsourced call centers that comprise our CS Operations Latham. As a strong partner to both our Latham team and global CS Learning and Development team, you'll have the opportunity to develop impactful and engaging learning experiences for top-notch call center agents and leaders in the industry.
Key Responsibilities
- Program Management:
- Define, document, and maintain the scope of all regional L&D projects.
- Create, track, and maintain project plans.
- Develop a trusting partnership with outsourced call center partners and be a valuable point of contact for trainers.
- Collaborate with the broader CS Learning and Development team and other key internal global and regional partners to ensure alignment around key priorities and initiatives.
- Learning Content Development / Instructional Design:
- Conduct gap analysis to identify regional and global curriculum needs for tool-based technical and behavioral soft skills.
- Prioritize and document strategies, findings, and recommendations to address performance gaps.
- Research content and collaborate with subject matter experts (SMEs) to develop consistent and accurate training curriculum.
- Design and develop essential course collateral, including facilitator and learner materials, presentation media, job aids, and knowledge checks.
- Finalize materials through reviews, pilot tests, and measure the impact of training programs.
- Facilitation:
- Deliver learning content in face-to-face and virtual environments to leadership audiences.
- Pilot newly designed curriculum and run train-the-trainer programs for call center trainers.
- Educate and develop call center leaders to co-facilitate the delivery of learning content.
- Vendor Management and Relationship Building:
- Partner with the training and operational teams of our outsourced call center providers.
- Guide these teams to achieve success with the right direction, support, and projects.
- Build and drive L&D governance for vendors, including data analysis, vendor support team structure, intake framework, and evaluation framework.
- Stakeholder Management:
- Build and foster strong partnerships with regional CS colleagues at blithequark.
- Act as an active partner to the overall CS business by participating in learning opportunities, priorities, and impact.
- Collaborate with other business leaders and transform operational opportunities into L&D opportunities.
Essential Qualifications
- 3+ years of experience designing soft skills and tool-based learning solutions, including onboarding programs for various levels of call center agents and leaders.
- Experience designing and facilitating learning experiences that range from 15-minute modules to multi-week classroom experiences.
- Strong facilitation experience in various instructor-led programs for diverse audiences.
- Project management experience, with the ability to collaborate with teams and stakeholders, communicate effectively, and be detail-oriented.
- Experience working in a fast-paced, results-oriented, data-driven environment.
- High level of independence and ability to manage time efficiently.
- Bachelor's degree in Instructional Design or a related field; Master's degree a plus.
- Fluent in Portuguese and English; Spanish a plus.
Preferred Qualifications
- Experience creating learning content, working with Learning Management Systems (LMS), and digital learning strategies and tools.
- Experience working in a cross-cultural global environment.
- Experience with content/knowledge management.
- Experience designing training curriculum for service, retail, or call center managers/leaders.
- Experience with innovative facilitation tools.
Career Growth and Learning Benefits
At blithequark, we're committed to helping you grow professionally and personally. As a Learning and Development Program Manager, you'll have the opportunity to develop new skills, work on challenging projects, and collaborate with a talented team. You'll also have access to ongoing training and development opportunities to stay up-to-date with the latest industry trends and best practices.
Work Environment and Company Culture
blithequark is a dynamic and innovative company that values creativity, collaboration, and customer satisfaction. Our culture is built on a foundation of respect, inclusivity, and teamwork. We're passionate about delivering exceptional customer experiences and strive to create a work environment that is engaging, supportive, and fun.
Compensation and Benefits
We offer a competitive compensation package that includes a salary range of $25 to $35 per hour, depending on experience. Our benefits package includes comprehensive health insurance, retirement savings plans, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and access to cutting-edge technologies.
Why Join blithequark?
If you're a motivated and experienced professional looking for a challenging and rewarding role, we want to hear from you. At blithequark, we're passionate about transforming the entertainment industry and delivering exceptional customer experiences. Join our team and be part of a dynamic and innovative company that's shaping the future of entertainment.
To apply for this exciting opportunity, please submit your application through our website. We can't wait to hear from you!
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