Manager, CX Solutions Services

Job Description

As the Manager, Solution Services for the CX Tools & Technology team, you will be a key member of the Customer Experience (CX) Tools & Technology team within WBD . You will have a leading role in defining and delivering the best possible customer experience for HBO Max, D+, and other WBD brands with a focus on crafting a best-in-class customer support program.
The Solution Services team is responsible for completing development projects to create and enhance a seamless support experience across a suite of CX tec hnologies in our ecosystem. This team assists with d evelopm ent, documentation, and QA for CX solutions . In addition , t hey work cross-functionally with internal engineering teams to help complete CX priorities that require integration with WBD systems. You will be responsible for leading and d eveloping a team based in Budapest, as well as working cross-fun ctio nally with gl obal CX and the broader streaming team.
Your Role Accountabilities:
• Demonstrate curiosity and a desire to learn about our platforms/tools, customers, business strategy, and industry trends.
• Lead, manage and drive the development and continuous evolution of products in the CX and support experience space, from identifying key improvements to existing approaches to evaluating and deploying innovative, next gen support solutions.
Team Leadership and Development
• Lead, mentor, and develop a team of Solutions Specialists, fostering a culture of innovation, accountability, and continuous improvement
• Establish clear performance objectives , provide regular coaching, and create individual development plans that align team capabilities with evolving business needs
• Build team expertise across the CX technology stack, ensuring knowledge sharing and cross-functional collaboration
• Manage and prioritize incoming requests for technical projects within the CX ecosystem, including enhancements, bug fixes, and technical debt across multiple concurrent initiatives
CX Solutions Optimization and Evolution
• Continu ously assess CX technology performance through data analysis, identifying opportunities for optimization, integration , and enhancement
• Inform sprint planning, manage feature prioritization, and identify delivery dependencies
• Develop project plans, timelines, allocate resources and ensure timely project
delivery
• Help lead technical requir ements definition and delivery of AI related projects/pilots within the CX ecosystem
• Research and analyze emerging trends in the CX and support marketplace, keeping abreast of competitive, business, and technology developments within the CX/support product domains
Cross-functional Partnership and Collaboration
• Identify and clearly c ommunicate dependencies, status, blockers, risks, mitigation strategies to next level manager and partner /stakeholder teams, as needed .
• Build and maintain strong working relationships with cross-departmental teams, including Engineering, Marketing, Research, Analytics, Program Management and Operations
• Solid written and verbal communication skills to create clear and concise r equirements, technical documentation, and Jira tickets
Operational Excellence
• Establish and monitor KPIs for technology performance, identifying trends and recommending improvements
• Ensure solutions are scalable, maintain high availability, and meet security/compliance requirements
• Identify potential risks and implement strategies for prevention and mitigation
• Conduct regular code reviews to maintain quality and coding standards
• Create and maintain comprehensive documentation for system configurations, workflows, and best practices

Skills and Experience
• 7 + years of experience working on development projects , with at least 3 + years of people management experience
• Able to work autonomously, while still functioning in a team environment.
• Strong interpersonal and overall communication skills in English , both written and oral.
• Passionate about building and cultivating a best-in-class customer experience.
• Experience utilizing Automation/ML/AI to enhance and optimize both internal and customer facing processes and experiences is a plus
• Salesforce /Zendesk (or other CRM) certifications is a plus
• Proficiency in multiple programming languages used for backend development, Apex and SOQL ideal
• Ability to design scalable and robust backend architectures, considering factors like performance, reliability and security
• E xperience with cloud platforms for deploying and managing backend services (AWS and GCP ideal)
• U nderstanding of backend security principles, encryption, authentication , and authorization
• Ex perience with DevOps practices for automated testing, continuous integration , and deployment

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-232bkm-18-97-14-84-42 in your application.