Analyst, Program Operations

Job Description

The Content Management Support Specialist is a key member of the regional Content Management Support team, providing essential day-to-day operational support to the broader Content Management functions and is located in one of WBD's 'Capability Centre' office locations.
This role ensures smooth execution of content readiness processes, helps monitor and report on performance, assists in issue triage and resolution, and supports continuous improvement initiatives for systems, workflows, and content delivery.
The ideal candidate has strong organizational skills, technical understanding of media workflows, and a proactive, detail-oriented approach to operational support in a fast-paced media environment.
Your Role Accountabilities:
1. SLA & Operational Metrics Support
Assist in tracking Service Level Agreement (SLA) performance for longform and ancillary content.
Compile and maintain reports on SLA metrics, delivery timelines, and issue trends.
Support documentation and follow-up on SLA-related actions and resolutions.
2. Workflow & Process Coordination
Monitor and track content as it moves through the customization and readiness stages.
Follow up with internal teams to ensure content assets are progressing through supply chain systems on time.
Log operational delays and assist with identifying root causes.
3. Content Readiness & Reporting
Maintain trackers and dashboards for upcoming content deliveries.
Generate reports on the status of content handoffs to Global Content Distribution and Creative teams.
Highlight risks or delays and escalate to the appropriate teams when needed.
4. Technical & Ticketing Support
Log, monitor, and triage content-related issues in ticketing systems (e.g., JIRA, ServiceNow).
Act as a first point of contact for downstream teams with issues related to content readiness.
Provide updates on issue resolution timelines and assist with coordination across teams.
5. Change & New Initiative Support
Support change management efforts including new systems, workflow updates, and process changes.
Assist with onboarding documentation and training materials related to new tools or workflows.
Help gather requirements and feedback for new initiatives.
6. Cross-Team Collaboration
Coordinate with GCM onboarding, longform, and ancillary teams to support their operational needs.
Liaise with engineering, tech support, and product teams to report system-related issues and suggest improvements.
Participate in team meetings and contribute to collaborative problem-solving.

Qualifications & Experiences:
2+ years of experience in media operations, content management, or supply chain support
Familiarity with media formats, content workflows, and asset management systems
Strong Excel or Google Sheets skills (pivot tables, conditional formatting, etc.)
Detail-oriented and organized, with the ability to manage multiple tasks and priorities
Strong written and verbal communication skills
Fluent in English and primary regional language
Preferred Qualifications
Experience with ticketing tools like JIRA or ServiceNow
Exposure to content localization and distribution workflows
Interest in continuous improvement and operational efficiency

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-74qzn8-216-73-216-222-42 in your application.