Sr. Product Manager, CX Learning & Development

Job Description

The Job

As the Senior Product Manager, CX Learning & Development, you will be a key member of the Customer Experience (CX) Strategy & Ops team within HBO Max. You will have a leading role in defining and delivering the best possible customer experience for HBO Max and HBO GO, with a focus on crafting a best-in-class Learning & Development program for the CX Team. You will work closely with the larger CX Strategy & Ops Team to leverage 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
• Design, develop, execute, and manage learning curriculum and programs with in-person, online, and everyday learning experiences through various tools and technologies.
• Analyze the effectiveness of learning and development programs to create a culture of continuous development.
• Drive and refine 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.
• Responsible for creating evergreen content and curriculum for the CX team, including onboarding, ongoing learning paths, and certifications.
• Manage 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.
• Identify appropriate evaluation methods and provide subject matter expertise to CX leadership colleagues regarding monitoring and evaluation approaches. Drive 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.
• 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 Product Management, CX Operations, stakeholders and SMEs to ensure the relevant curriculum is accurate and up to date.
• 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.
• Partner with cross-departmental teams to gather key insights around upcoming partner, programming, and product release efforts and translate them into key CX training deliverables and support preparation.
• 'Zoom-out' from individual support issues to recognize patterns and share opportunities for improvement with the CX Team and larger Warner Media Direct organization.
• Share key CX Learning and Development findings with cross-departmental teams and stakeholders.
• 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.
• 5+ years of experience leading 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.
• Exceptional facilitation, presentation, and listening skills a must.
• Adaptable to respond quickly and positively to shifting demands and opportunities.
• Combination of training customer success, marketing/communications, and business/analytical skills.
• Proficient in using data to identify opportunities and inform recommendations.
• Excellent project management and organizational skills.
• Able to influence and motivate cross-functional teams.
• Able to prioritize requests to the benefit of

Jobcode: Reference SBJ-g36y35-216-73-216-0-42 in your application.