Senior Product Manager, CX Global Channel Excellence
Every great story has a new beginning, and yours starts here.
Welcome to Warner Bros. Discovery... the stuff dreams are made of.
Who We Are...
When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Your New Role
As a Senior Product Manager, CX Global Channel Excellence, you will be a key member of the Global Customer Experience (CX) Learning & Development team within Warner Bros. Discovery. You will have a role in helping to define and deliver a training and quality customer experience for HBO Max, HBO GO, discovery+ and more. You will establish a best in class support channel experience through training and quality, including refresher trainings for continuous improvement. You will work closely with the larger CX & Ops Team to leverage customer and agent feedback, research findings, and performance metrics to continuously identify ways to enrich and improve upon each support channel. You will have the opportunity to develop effective and engaging learning experiences to propel a world-class CX Team forward.
Your Role Accountabilities
1. Establish, guide and localize the creation of training curriculum and quality standards for each support channel
2. Identify and develop training & quality improvements and updates for new hire/existing training programs and continuously seeking/evaluating/deploying new, engaging training solutions
3. Partner with CX pillars to develop, execute and manage learning curriculum and programs for region specific training, such as continuous improvement/channel success initiatives, amongst other efforts to support new needs that may arise
4. Analyze the effectiveness of learning and development programs to create a culture of continuous development while working closely with L&D leads and Operations leads to uncover and partner in curriculum-related opportunities, needs and initiatives
5. Apply adult learning principles to develop and maintain training materials and resources, including facilitator and agent materials, presentations, supporting content/media, job aids, knowledge checks and other related L&D artifacts.
6. Create a global QA framework that can be localized for each region including identifying the appropriate quality evaluation methods
7. Partner with contact centers to ensure QA calibrations are aligned and effective for each channel
8. Develop and execute global refresher trainings and/or reference materials for continuous improvement across all channels.
9. Continuously review, monitor and identify training opportunities within all global support channels to ensure we're on track to meet or exceed KPIs
10. Facilitate train the trainers and training classes where needed
Qualifications & Experience• Extensive experience with development and implementation of learning and development materials, applying adult learning and instructional design principles• Ability to lead, motivate and develop a team to achieve goals that contribute to the growth of the organization• Experience with creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility• Strong verbal and written communication skills to collaborate with stakeholders, vendors, and other team members• Adaptable to respond quickly and positively to shifting demands and opportunities.• Ability to work under tight deadlines and plan, organize, and carry out multiple, detailed tasks.• Combination of training customer success, marketing/communications and business/analytical skills.• Proficient using data to identify opportunities and inform recommendations.• Excellent project management and organizational skills.• Able to influence and motivate cross-functional teams in a positive manner• Able to prioritize requests to the benefit of Warner Bros. Discovery and our customers.• Able to work autonomously, while still functioning in a team environment.• Superior attention to detail.• Exceptional facilitation, presentation, and listening skills a must.• Experience with online collaboration tools a plus, cross-channel Consumer Engagement & Support applications and Lean/Agile methodologies
You Are:• Passionate about building and cultivating a best-in-class customer experience through training and quality• An engaging and dynamic facilitator• Highly adaptable and able to thrive in a dynamic, fast-paced environment• Relentlessly positive and possess a 'can't be stopped' attitude• Energetic, self-starter, creative problem solver, proactive, collaborative and resourceful• Equally able to work independently and with a team• Thorough, determined and committed to follow-through• Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry• Flexible to support a global team
Education/Work Experience:• Bachelor's degree in Education, Communication, Marketing or related field or demonstrated strength in such disciplines• 5+ years of experience leading learning & development (or related field) preferably within a media company.• Experience delivering training through various channels and methods including virtual tools
How We Get Things Done...
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
The Legal Bits...
In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. $101,010.00 - $187,590.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at [email protected].