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Senior Executive, Learning Development

1 week ago

Petaling Jaya, Selangor, Malaysia Warner Bros. Entertainment Full time

Career Opportunities at Warner Bros. Discovery

We're committed to creating a world-class CX team that delivers exceptional customer experiences. To achieve this, we're looking for a highly skilled Senior Executive, Customer Experience Training & Quality (APAC). As part of our Global Customer Experience (CX) Learning, Development, Delivery team, you'll develop, localize, and deliver a superior global training curriculum tailored for events, releases, and launches across the APAC territories. This position offers the unique opportunity to craft effective learning experiences that advance our CX team, ensuring alignment with regional needs.

Accountabilities

  • Develop and execute the learning strategy for APAC, ensuring alignment with global standards.
  • Collaborate with the CX team to align training initiatives with business objectives and market-specific requirements.
  • Create innovative training programs suitable for APAC and applicable globally.
  • Analyze customer interaction data to identify learning opportunities and adjust training accordingly.
  • Engage in calibration sessions and monitoring to maintain training standards and advocate performance.
  • Work with CX teams to update training materials with the latest processes and information for all events and product launches.
  • Promote a culture of continuous learning and support across regions.
  • Develop relationships with external partners to achieve CX goals.
  • Evaluate training effectiveness using KPIs and analytics.
  • Provide detailed reports on training outcomes to management.
  • Stay current with L&D trends to improve educational content and methodologies.
  • Gather feedback from training sessions for program enhancement.
  • Maintain culturally sensitive and inclusive L&D initiatives.
  • Facilitate Train the Trainer sessions and direct advocate training as needed.

Requirements

  • Proven experience in developing comprehensive L&D programs.
  • Expertise in adult learning and instructional design principles.
  • Proficient in virtual and in-person team collaboration.
  • Excellent interpersonal, communication, facilitation, and presentation skills.
  • Strong analytical abilities with a focus on data-driven decision making.
  • Highly organized, capable of managing multiple priorities under tight deadlines.
  • Able to work independently and collaboratively, adapting quickly to changes.
  • Willingness to travel for business needs.
  • Fluent in English and preferably in Indonesian, Mandarin, or Thai.
  • Bachelor's degree in Education, Communication, Marketing, or a related field.
  • Minimum 3 years of experience in training delivery within a customer service, call centre or media environment.