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About careerzynith – Pioneering the Future of Global Entertainment
careerzynith is a world‑renowned leader in streaming entertainment, delivering unforgettable stories to millions of viewers across every continent. Our mission is to redefine how people experience media by combining cutting‑edge technology, bold creativity, and an unwavering commitment to customer delight. As a fast‑growing, data‑centric organization, careerzynith invests heavily in the people who power its success – from front‑line agents to senior strategists. Join a vibrant community where innovation meets impact, and where every employee is empowered to shape the next chapter of global entertainment.
Role Overview – Learning & Development Program Manager (L&D)
careerzynith is seeking a seasoned Learning & Development (L&D) Program Manager to lead the design, delivery, and continuous improvement of training initiatives for our outsourced call‑center partners in the LatAm region. This role sits within the Regional CS L&D team in Alphaville and reports directly to the LatAm Learning & Development Manager. You will act as the strategic bridge between internal stakeholders and external training providers, ensuring that every learning experience drives measurable performance gains for both agents and the business.
Key Responsibilities
Program Management
- Define, document, and maintain the scope of all regional L&D initiatives, creating detailed project plans and timelines.
- Establish and nurture strong relationships with outsourced call‑center partners, serving as the primary point of contact for all training‑related activities.
- Coordinate cross‑functional collaboration with internal CS, Operations, and Product teams to align learning objectives with business priorities.
- Monitor project milestones, manage risks, and ensure on‑time delivery of training rollouts.
Learning Content Development & Instructional Design
- Conduct comprehensive needs‑analysis using performance data, stakeholder interviews, and gap‑identification techniques.
- Design and develop curriculum for technical, behavioral, and soft‑skill training, prioritizing high‑impact learning gaps.
- Partner with subject‑matter experts (SMEs) to create accurate, culturally relevant content for both local and global audiences.
- Produce a variety of learning assets, including facilitator guides, learner workbooks, slide decks, job aids, and knowledge checks.
- Validate content through pilot testing, gather feedback, and iterate to maximize learning effectiveness.
Facilitation & Train‑the‑Trainer Delivery
- Deliver engaging instructor‑led and virtual training sessions to leadership audiences, ensuring consistent messaging and skill transfer.
- Lead train‑the‑trainer programs that empower local managers to co‑facilitate and sustain learning initiatives.
- Utilize adult‑learning principles and interactive techniques to maintain high participant engagement.
Partner Enablement & Governance
- Collaborate with outsourced call‑center operations to embed L&D best practices into daily workflows.
- Develop governance frameworks for data analytics, feedback loops, intake processes, and evaluation metrics.
- Provide actionable insights to partners, guiding them toward continuous performance improvement.
Stakeholder Management & Business Impact
- Build and sustain strong partnerships with regional CS leaders, acting as the voice of the L&D team.
- Identify learning opportunities that align with broader business objectives, translating operational challenges into targeted development solutions.
- Present program outcomes and ROI to senior leadership, highlighting measurable improvements in agent performance, customer satisfaction, and operational efficiency.
Essential Qualifications
- Minimum 3 years of experience designing and delivering blended learning solutions for call‑center or customer‑service environments.
- Proven track record of creating onboarding, up‑skill, and leadership development programs that span from short micro‑learning modules to multi‑week classroom courses.
- Strong instructional design background with a Bachelor’s degree in Instructional Design, Education, or a related field (Master’s degree a plus).
- Fluent in Portuguese and English; Spanish proficiency is a distinct advantage.
- Demonstrated ability to manage complex projects, coordinate cross‑functional teams, and meet tight deadlines.
- Excellent communication, presentation, and facilitation skills, with a keen eye for detail.
Preferred Qualifications & Additional Skills
- Experience with Learning Management Systems (LMS) such as Cornerstone, SAP SuccessFactors, or similar platforms.
- Familiarity with virtual classroom tools (e.g., Zoom, Microsoft Teams, Webex) and e‑learning authoring software (Articulate Storyline, Adobe Captivate).
- Background in data‑driven decision making, including the ability to analyze performance metrics and translate insights into actionable learning interventions.
- Exposure to multicultural, globally distributed teams and the ability to adapt content for diverse audiences.
- Passion for emerging learning technologies, such as micro‑learning, gamification, and AI‑enhanced personalization.
Core Competencies for Success
- Strategic Thinking: Ability to see the big picture, align learning initiatives with business goals, and anticipate future skill needs.
- Analytical Acumen: Proficiency in interpreting data, identifying trends, and measuring the impact of training programs.
- Collaboration: Strong partnership skills to work effectively with internal stakeholders, external vendors, and regional teams.
- Adaptability: Comfort thriving in a fast‑paced, dynamic environment where priorities can shift quickly.
- Self‑Management: High degree of independence, with the ability to prioritize tasks and manage time efficiently.
Career Growth & Learning Opportunities
careerzynith 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 and exposure to global best practices.
- Opportunities to lead high‑visibility projects that directly influence the performance of thousands of agents.
- Continuous learning resources, including tuition reimbursement, certifications, and internal knowledge‑sharing communities.
- A clear career path toward senior L&D roles, regional leadership positions, or cross‑functional moves into People Operations, Talent Management, or Organizational Development.
Compensation, Perks & Benefits
careerzynith offers a competitive compensation package that reflects market standards and individual experience. While exact figures may vary by location, candidates can expect:
- Hourly rate ranging from $25 to $35, with performance‑based bonuses.
- Comprehensive health, dental, and vision coverage.
- Generous paid time off, parental leave, and flexible work arrangements.
- Retirement savings plans with company matching contributions.
- Employee assistance programs, wellness initiatives, and access to on‑site amenities where applicable.
- Opportunities for remote work, especially for candidates located throughout Mexico.
Work Environment & Culture at careerzynith
Our culture is built on freedom, responsibility, and a relentless focus on the customer. At careerzynith you will find:
- A collaborative, inclusive atmosphere where diverse perspectives are celebrated.
- Open communication channels that encourage candid feedback and continuous improvement.
- Cutting‑edge technology and data‑driven decision making that empower teams to innovate.
- Recognition programs that celebrate individual and team achievements.
- A commitment to work‑life balance, with flexible scheduling and remote‑friendly policies.
How to Apply
If you are passionate about shaping learning experiences that drive real business outcomes, thrive in a fast‑moving global environment, and are ready to make a tangible impact on careerzynith’s customer‑service excellence, we want to hear from you. Submit your resume and a compelling cover letter outlining your relevant experience and why you are the ideal fit for this role.
Join careerzynith – Transform Entertainment, Transform Careers
At careerzynith, your work will directly influence the quality of entertainment experiences for millions of viewers worldwide. By empowering our call‑center teams with the right skills and knowledge, you will help us deliver seamless, delightful service that keeps audiences coming back for more. Take the next step in your career and become a catalyst for change at a company that values innovation, growth, and the power of storytelling.
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