Product Manager, CX Strategy

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 a Product Manager of CX Program Strategy, you will be a key member of the CX Program Strategy team, creating vision & structure, analyzing data to unlock key insights about our customer experience, and driving tangible progress within critical CX initiatives. Your work will require an optimal balance of organization, critical thinking, and creativity, deftly switching between altitudes of detail and perspectives depending on the needs of each task or project. This role will require excellent stakeholder management skills and the ability to collaborate across the CX team as well as cross-functional teams throughout HBO Max, including Product, Program Management, UX, Engineering, Marketing, Operations, and Research teams.

The Daily
• Work with Manager of CX Program Strategy to continually define and refine team priorities, guiding principles, and ways of working, and translate team mandates into clear action plans
• Conduct robust data analysis, visualization, and synthesis to uncover actionable insights across our subscribers' customer support experience and overall product experience
• Continuously refine approach and strategy for consolidating and presenting a holistic view of consumer feedback/expectations/perception as well as performance against existing goals/OKRs
• Support ongoing engagement model with cross-functional stakeholder teams to drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities
• Conduct data-driven explorations of emerging trends across subscriber groups and moments that matter within the HBO Max journey
• Research and analyze emerging trends in the broader CX space, keeping abreast of competitive, business, and technology developments within the CX/support product domains and using these findings to drive recommendations for product requirements and CX product roadmap

The Essentials
• 3-5 years of experience within Customer Experience, Business Analytics, Consulting, Project/Program Management, or a related field, preferably within a media company
• Experience collaborating with and influencing cross-functional business and technical teams, including leveraging superior communication and presentation skills to gain credibility and alignment across groups
• Fastidious, detail-oriented approach coupled with ability to synthesize and maintain a vision of the bigger picture
• Highly adept at using data to identify opportunities, define goals, measure progress, inform recommendations
• Excellent project management and organizational skills
• Highly adaptable working style that thrives in a dynamic, fast-paced environment
• Relentlessly positive, 'can't be stopped' attitude
• Strong interpersonal and overall communication skills, both written and oral
• Self-starter, creative problem solver, proactive, collaborative and resourceful
• Able to break down complex technical concepts into simple, consumer-friendly outputs
• Constant learner, driven to continuously improve and deepen expertise in customer support and product management methodologies, as well as the streaming media industry

Jobcode: Reference SBJ-gkeym4-3-141-202-54-42 in your application.