CXMO Learning, Development, Delivery Specialist - Global Channel Excellence (6 Mth Fixed Term Contract)

Your New Role

As a Learning & Development Specialist focused on Channel Support Quality, you are passionate about building a best-in-class customer experience and bring energy, curiosity, and a proactive mindset to everything you do. In this role, you will support the design, delivery, and continuous improvement of training and quality programs for HBO Max, discovery+, and more.

You thrive in a fast-paced global environment, are an engaging facilitator, and take pride in producing high-quality work. Working closely with L&D leads and Operations partners, you will help execute training curricula, maintain quality standards, and identify opportunities to improve the agent and customer experience across support channels. 

Responsibilities  

• Support the creation and localization of training curriculum and quality standards for assigned support channels 

• Develop, update, and maintain training materials including facilitator guides, agent resources, presentations, job aids, knowledge checks, and other L&D artifacts, applying adult learning principles throughout 

• Assist in the delivery of new hire and refresher training programs across virtual and in-person channels 

• Partner with L&D leads and Operations to identify curriculum gaps and contribute to continuous improvement initiatives 

• Support the execution of the global QA framework, including participating in calibration sessions with contact centers to ensure quality evaluations are consistent and effective 

• Analyze training effectiveness data and quality metrics to surface insights and recommend improvements 

• Facilitate train-the-trainer sessions and training classes as needed 

• Monitor support channel performance against KPIs and flag training opportunities to L&D leadership 

• Contribute to region-specific training efforts and channel success initiatives as needs arise 

The Essentials 

• Experience developing and implementing learning and development materials using adult learning and instructional design principles 

• Strong verbal and written communication skills for collaborating with cross-functional stakeholders and team members 

• Comfortable working with data to identify trends, surface opportunities, and support recommendations 

• Solid project management and organizational skills; able to manage multiple tasks and deadlines simultaneously 

• Adaptable and able to respond positively to shifting priorities in a fast-paced environment 

• Able to work both independently and collaboratively within a team environment 

• Attention to detail and commitment to follow-through 

• Strong facilitation and presentation skills 

• Experience with online collaboration and e-learning tools; familiarity with consumer support platforms a plus 

 Education/Work Experience: 

• Bachelor's degree in Education, Communication, Marketing, or a related field, or demonstrated strength in such disciplines 

• 1 to 3 years of experience in learning & development, training, or a related field; media or tech industry experience a plus 

• Experience delivering training through multiple channels and methods, including virtual tools 

• Familiarity with quality assurance frameworks and calibration processes preferred