Experienced Full Stack Learning and Development Program Manager - Customer Service Operations at Blithequark

Join the Future of Entertainment with Blithequark

Blithequark is revolutionizing the way people experience entertainment worldwide. Our customer service team is at the forefront of this mission, providing exceptional interactions for our subscribers globally. We're now looking for a skilled Learning and Development Program Manager to join our Customer Service Operations team in Latham, Alphaville. As a key member of our team, you'll play a crucial role in designing and implementing learning solutions that enhance the performance of our customer service agents and leaders.

About the Role

We're seeking a highly motivated and experienced Learning and Development Program Manager to lead our regional CS Learning and Development (L&D) team in Alphaville. This role will work closely with our outsourced call center partners and internal stakeholders to develop and implement effective learning solutions that drive business results. As a Learning and Development Program Manager at Blithequark, you'll have the opportunity to:

• Design and implement learning solutions that enhance the performance of our customer service agents and leaders
• Collaborate with cross-functional stakeholders to develop and implement learning strategies that drive business results
• Build and maintain strong relationships with our outsourced call center partners and internal stakeholders
• Develop and manage learning programs that promote a culture of continuous learning and improvement

Key Responsibilities

Program Management

• Outline, document, and maintain the scope of all local L&D tasks
• Create, track, and maintain project plans
• Develop a trusting partnership with outsourced call center partners and be a valuable point of contact for all trainers
• Work closely with the broader CS learning and development team and other key internal and regional partners to ensure alignment around key priorities and initiatives

Learning Content Development / Instructional Design

• Perform gap analysis for performance and training opportunities or improvements to identify local and global curriculum needs
• Prioritize the importance of diagnosed gaps, document and present strategies, findings, and recommendations to address performance gaps
• Research content and/or collaborate with subject matter experts (SMEs) and other cross-functional stakeholders to develop regular and accurate locally and globally valid training curriculum
• Develop solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that provide relevant, challenging, and efficient learning experiences

Facilitation

• Deliver learning material in face-to-face and virtual environments to leadership audiences and pilot any newly designed curriculum
• Run train-the-trainer programs for call center trainers
• Educate and develop call center leaders to co-facilitate the delivery of learning material

Dealer Management and Relationship Building

• Partner with the training and operational teams of our outsourced call center providers in the region and contribute to the overall performance of the CS business
• Guide these teams to achieve success with the right guidance, support, and projects
• Build and maintain L&D governance for the companies: data analysis, dealer support team structure, intake framework, evaluation framework, etc.

Stakeholder Management

• Build and foster strong partnerships with regional CS colleagues at Blithequark and be an effective voice of the local L&D team
• Be 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

Requirements

Essential Qualifications

• 3+ years of experience designing soft skills and equipment learning solutions, including onboarding programs centered across a range of levels (call center agents, senior call center agents, emerging leaders, and senior leader audiences)
• Experience designing and facilitating learning solutions that range from a 15-minute learning to multi-week classroom experiences
• Experience creating learning content, working with LMSs, and virtual learning strategies and tools is highly desired
• Strong facilitation experience in various teacher-led programs for diverse audiences and training skills
• Project management experience, ability to collaborate with a team and stakeholders, communicate effectively, and be attentive to detail
• Experience working in a fast-paced, outcomes-oriented, data-driven environment
• High level of independence and ability to work and manage own time efficiently
• Bachelor's degree in instructional design or a related field; Master's degree a plus
• Fluent in Portuguese and English; Spanish is a plus
• Experience working in a cross-cultural global environment is a plus
• Experience with content/knowledge management is a plus
• Experience designing training curriculum for service, retail, or call center managers/leaders is a plus
• Experience with innovative facilitation tools is a plus

What We Offer

At Blithequark, we offer a dynamic and supportive work environment that encourages growth and development. Our compensation package is designed to attract and retain top talent, and includes:

• Competitive salary: $25 to $35 per hour
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Flexible work arrangements, including remote work options
• Comprehensive benefits package

How to Apply

If you're a motivated and experienced Learning and Development professional looking for a new challenge, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your resume and a cover letter outlining your qualifications and experience.

Apply now and join the future of entertainment with Blithequark!