Product Manager - CX Tools & Technology

Job Description

Product Manager (CX CRM) - CX Tools & Technology

Your New Role…

As the Product Manager, CX Tools & Technology, you will be a key member of the Customer Experience(CX) Tools and Technology team within Warner Bros. Discovery. You will have a leading role in defining and delivering the best possible customer experience for HBO Max and other Warner Bros. Discovery products with a focus on crafting a best-in-class customer support program.

You will work closely with the larger CX Product Management Team to leverage customer support feedback, research findings, and data analytics to continuously identify ways to enrich and improve upon the customer support experience. This individual's primary focus will be on enhancing and maintaining our CX tooling in order to optimize and improve the user experience for our customer advocates and other internal stakeholders.

Your Role Accountabilities…
• 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 with a primary focus on CX advocate tooling
• Define the desired customer experience and work with cross-functional teams (UI/UX, copywriting, development, QA) to ensure successful design, delivery and execution of CX solutions
• Leverage and decipher a combination of quantitative and qualitative CX data to design the desired customer experience across support products, both Agent and Consumer-facing
• Work closely with the CX Product, Development and UX/UI teams on requirements and wireframe/design development, ensuring a balanced delivery of CX, business and operational excellence and feasibility
• Lead sprint planning, manage feature prioritization and identify delivery dependencies for your respective CX product space
• Communicate status, blockers, risks, mitigation strategies to next level manager and partner teams, as needed
• Analyze, understand and communicate the performance of CX/support products against established objectives and goals
• Share key customer support findings with cross-departmental teams and stakeholders, 'Zooming-out' from individual support issues to recognize patterns and share opportunities for improvement with the CX Team and larger organization
• Build and maintain strong working relationships with cross-departmental teams, including Engineering, Marketing, Research, Analytics, Program Management and Operations

Qualifications & Experience…
• 3+ years of experience, highly preferred with software development and integration work, ideally supporting a global customer support organization with multiple languages and regions
• Knowledge of Salesforce Service Cloud architecture components and best practices is highly preferred
• Ability to define and communicate solutions (both functional and technical components) and break them down into tactical deliverables
• Bachelor's degree in Business, Analytics, Marketing, Economics, Information Systems, or related field or demonstrated strength in such disciplines, highly preferred
• 3+ years of experience within Product Management, Customer Success, or software development, highly preferred
• Knowledge of UX/UI best practices is a plus
• Combination of technology, customer success, marketing/communications and business/analytical skills
• Proficient using data to identify opportunities and inform recommendations
• Excellent project management, organizational and attention to detail skills
• Ability to effectively influence cross-functional teams
• Able to prioritize requests to the benefit of our customers
• Able to work autonomously, while still functioning in a team environment
• Strong interpersonal and overall communication skills, both written and oral
• Experience working with customer support organizations and/or training curriculum is a plus
• Experience with online collaboration tools a plus, cross-channel Consumer Engagement & Support applications and Lean/Agile methodologies and JIRA/Youtrack a plus
• Passionate about building and cultivating a best-in-class customer experience
• Highly adaptable and able to thrive in a dynamic, fast-paced environment
• Relentlessly positive and possess a 'can't be stopped' attitude
• Self-starter, creative problem solver, proactive, collaborative and resourceful
• Thorough, determined and committed to follow-through
• Analytically driven, with a high degree of comfort evaluating and acting on data
• Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry

Jobcode: Reference SBJ-d5n6y1-3-139-59-149-42 in your application.