CX Global Product Launch Specialist

Job Description

We are seeking a senior level Launch Readiness Specialist to join the Global Customer Experience (CX) team within Warner Bros. Discovery, responsible for supporting CX global launch es and supporting broade r quality initiatives. This role serves as the point of contact for CX throughout global launches and events, preparation processes, driving cross-team collaboration, and ensuring readiness across CX and partner teams. Working closely with Global CX, Marketing, and Product stakeholders, the specialist will i dentify opportunities to improve the global support experience and proactively support efforts for existing and future WBD streaming products. Success in this role requires a deep understanding of CX and product operations, strong risk management instincts, and a proactive approach to planning and communication, including a nticipating needs, preparing documentation and workbacks, and ensuring CX enablement for every launch to deliver seamless experiences to customers across regions.
Your Role Accountabilities
• Act as the lead liaison across CX and cross-functional teams involved in global programs, enabling CX to operate efficiently at scale through process optimization, strategic initiative support, and onboarding of collaboration tools.
• Build and maintain strong working relationships with internal teams including Global Customer Support, Product, Engineering, Marketing, Program Management, Legal, Operations, and Corporate Communications-with potential expansion to external partners.
• Steer the cross-functional teams to ensure successful delivery and CX alignment.
• Support standard CX launch preparation activities, including product releases, regional launches, partner integrations, and promotional campaigns.
• Understand the end-to-end customer experience for a launch, with the ability to translate this understanding into support material preparation. This includes what external partners need to know to prepare for a launch to what customers will ask when they experience the launch.
• D evelopment and continuous evolution of global CX launch readiness processes , including frameworks, roles and responsibilities across CX pillars, stakeholder engagement models, tooling needs, and performance measurement.
• Implement ongoing quality assessment programs to monitor and evaluate customer support agent performance, leveraging live and recorded interactions to ensure accuracy and identify coaching opportunities.
• Conduct customer feedback analysis as part of quality assurance efforts, identifying trends and opportunities to improve customer interactions and operational effectiveness.
• Monitor and optimize key customer journeys , identifying areas for innovation and improvement from pre-launch through post-launch support.
• Collaborate with the Instructional Design team to ensure training materials are current, accurate , and aligned with product updates and customer handling best practices.
The Essentials:
• Bachelor's degree in business , Analytics, Communications, or a related field-or demonstrated strength in these disciplines.
• 3 years of experience i n Program Management, Project Management, Customer Success, Marketing, or a related field, preferably within a media or entertainment company.
• Proven ability to lead and manage multiple concurrent initiatives of varying complexity and priority.
• Strong background in customer success, program/project management, marketing/communications, and business/analytical disciplines.
• Experience working with global customer support organizations and cross-functional teams across regions.
• Demonstrated success owning relationships and leading partnership efforts with external partners and clients.
• Strong understanding of agile development, CI/CD pipelines, and release management tools (e.g., Jira, Confluence, Git).
• Excellent communication and stakeholder management skills, with the ability to influence and inspire cross-functional teams.
• Experience implementing quality assurance programs and analyzing customer feedback to inform operational improvements.
• Ability to adapt working hours to meet global business needs, with flexibility to travel as required .

Skills and Experience
• Passionate about building and cultivating a best-in-class customer experience , with a CX-first mindset that drives every decision.
• A relentlessly positive attitude and a ''can't be stopped'' approach to problem-solving and execution.
• A self-starter who is proactive, resourceful, and thrives in a dynamic, fast-paced environment.
• A creative problem solver who can break down complex technical concepts into simple, consumer-friendly outputs.
• Equally comfortable working independently or collaboratively , with the ability to build trust and momentum across teams.
• Able to influence and motivate CX and cross-functional teams , driving alignment and shared ownership of outcomes.
• Thorough, determined, and committed to follow-through , ensuring nothing falls through the cracks.
• Analytically driven , with a high degree of comfort evaluating data and acting on insights to improve customer experience and operational effectiveness.
• An excellent project manager and communicator (written and oral), with strong organizational skills, attention to detail, and a commitment to meeting deadlines.
• A constant learner , driven to continuously improve and deepen expertise in customer support, product management methodologies, and the streaming media industry.
• Operational agility -able to pivot quickly when priorities shift and adapt to changing timelines and business needs.
• A training and enablement focus -ensuring CX teams are equipped with the right tools, content, and knowledge to s/ucceed.
• A global mindset-comfortable working across time zones and supporting global business needs with flexibility and cultural awareness.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-6kbv78-216-73-216-5-42 in your application.