Associate Product Manager, CX Learning & Development

Job Description

We won't chase the market, we will define it. We will bring audiences a product that doesn't exist today. We will do it because no other company can deliver our brands to consumers the way we can. We have the passion, the commitment and the support to be the best. Join our HBO Max team and show us your best.

The Job

As the Associate Product Manager, CX Learning & Development, you will be a member of the Customer Experience (CX) Strategy & Ops team within HBO Max. You will help define and deliver the best possible customer experience for HBO Max with a focus on crafting a best-in-class Learning & Development program for the CX Team.

The Associate Product Manager, CX Learning & Development will work closely with the larger CX Strategy & Ops Team to evaluate and analyze customer and agent feedback, research findings, and performance metrics to continuously identify ways to enrich and improve upon the CX Learning & Development Program. You will have the opportunity to develop effective and engaging learning experiences to propel a world-class CX Team forward.

The Daily
• Assist in design, development and execution of learning curricula and programs with in-person, online and everyday learning experiences through various tools and technologies.
• Monitor and evaluate the effectiveness of learning and development programs to create a culture of continuous development.
• Contribute to the continuous evolution of the CX Learning & Development Program, including: identifying key improvements for new hire/existing training programs and continuously seeking/evaluating/deploying new, engaging training solutions.
• Assist in the development of learning evaluations from end-to-end, creating the tools, deliverables and assessments necessary to certify CX agents in various knowledge, skills, or competency checks.
• Contribute to the identification and recommendation of appropriate evaluation methods and provide subject matter expertise to CX leadership colleagues regarding monitoring and evaluation approaches. Support the evolution of the overall evaluation and certification strategy.
• Help CX Learning & Development Team continuously seek out and identify best-in-class trends in training and adult learning, as well as related strategies, techniques and technologies.
• Work closely with CX Product Management and Content Strategist to develop and manage all necessary Learning & Development materials and resources, including facilitator and agent materials, presentations, supporting content/media, job aids, knowledge checks and other related L&D artifacts.
• In collaboration with the CX Product Management and CX Operations teams, as well as the stakeholders and SMEs ensure relevant curriculum is accurate and consistently kept up to date.
• Continuously monitor and leverage diverse CX feedback and performance metrics sources to identify recommendations to improve all training programs and develop new offerings.
• Partner with Learning & Development and CX Leadership to surface L&D opportunities, help prioritize needs and develop recommendations on how best to address identified gaps.
• Work closely with CX Channel Success and Operations leads to uncover and lead curriculum-related opportunities, needs and projects.
• Collaborate with the CX Product and Operations leads to continuously uncover curriculum-related opportunities, needs and projects to support a best-in-class, white glove customer support program.
• 'Zoom-out' from individual support issues to recognize patterns and share opportunities for improvement with the CX Team and larger Warner Media Direct organization.
• Evangelize key CX Learning and Development findings with cross-departmental teams and stakeholders.
• Assist broader CX Product Team with maintaining strong working relationships with cross-departmental teams, including: Engineering, Marketing, Program Management and Operations.
• Be able to travel domestically and internationally to provide on-site training oversight, facilitation (team and train-the-trainer) and support, as well as to participate in planning efforts, when the need arises.

The Essentials
• Bachelor's degree in Education, Communication, or related field or demonstrated strength in such disciplines.
• 2-3 years of experience with Sales Training or Learning & Development (or related field) preferably within a media company.
• Experience with the design, development and implementation of learning and development materials, both online and offline.
• Strong facilitation, presentation, and listening skills.
• 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 work with cross-functional teams.
• Able to prioritize requests to the benefit of Warner Media and our customers.
• Able to work autonomously, while still functioning in a team environment.
• Strong interpersonal and overall communication skills, both written and oral.
• Superior attention to detail.
• Experience working with customer support organizations and/or training curriculum is a plus.
• Experience with online collaboration tools a plus, cross-channel Consumer Engagement & Support applications and Lean/Agile methodologies and JIRA/Youtrack a plus.
• Passionate about building and cultivating a best-in-class customer experience.
• 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 build 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.
• Experience delivering training through various channels and methods including virtual tools.

Jobcode: Reference SBJ-gmw8px-3-16-83-150-42 in your application.