Specialist, CX Learning & Development, Training & Continuity

Job Description

Specialist, CX Learning & Development, Training & Continuity (Streaming Product)

As a Specialist on Warner Bros. Discovery's Global Customer Experience (CX) Learning, Development, and Delivery team, you will play a key role in supporting training execution primarily across the EMEA region while also supporting global markets. You'll help localize and deliver training aligned with global standards, contribute to maintaining high-quality customer support, and assist with preparing teams for product launches and events.
Your Role Accountabilities:
• Support the delivery of regional and global training curriculum for EMEA launches, events, and product rollouts, ensuring they are tailored to local needs while maintaining alignment with global standards. This includes facilitating sessions, supporting in-region execution, and traveling domestically and internationally as needed to meet business demands.
• Create global training content to reflect regional language and cultural nuances, ensuring alignment with brand standards.
• Collaborate Across Teams: Collaborate with CX and cross-functional teams to identify knowledge gaps and training needs to align training initiatives with business goals, incorporating the latest updates and stakeholder input to ensure training remains accurate and impactful.
• Support Quality and Performance: Participate in quality assurance activities like calibration sessions and mystery contacts to validate that training is effectively translating into high-quality customer support.
• Use Data to Optimize Learning: Assist with analyzing customer interaction data (e.g., CSAT, AHT, and verbatim feedback) to track training effectiveness and inform continuous improvements.
• Foster a Learning Culture: Promote a collaborative and supportive environment that encourages shared learning and cross-regional knowledge exchange, strengthening team cohesion and capability.

Skills and Experience
• Instructional Design: Experienced in creating both online and in-person training using proven learning methods. Skilled at making content engaging and easy to understand, with strong presentation and facilitation abilities.
• Customer Experience Insight: Understands how to use customer feedback and support data to improve training and service quality. Focused on aligning learning with customer and business needs.
• Analytical Thinking: Comfortable working with data to find insights and improve training. Detail-oriented and able to solve problems using a thoughtful, data-driven approach.
• Localization Expertise: Fluent in English, with bonus fluency in Hebrew, Russian, or German. Able to adapt global content to fit local cultures while keeping it consistent.
• Mobility & Global Support: Open to traveling within the country or internationally to support training and business goals. Comfortable working virtually across time zones and regularly collaborating with a globally distributed team.
• 3+ years of experience in training or learning delivery, preferably in customer service, support operations, or media.
• Experience delivering training through various channels and methods, including virtual tools.

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-1229ym-216-73-216-62-42 in your application.