Sr. Product Manager, CX Data & Insights

Job Description

At WBD, w e won't chase the market ; we will define it. We bring audiences a product
that doesn't exist today, a nd we do it because no other company can deliver our
brands to consumers the way we can. We have the passion, the commitment , and
the support to be the best. Join our Warner Brothers Discovery team and show us
your best.

The Job
As the Sr Product Manager, CX Data & Insights, you will be a key member of the
Customer Experience (CX) Data team. You will have a leading role in defining and
delivering the best possible customer experience for HBO Max, Discovery+, and
many other Warner Brothers Discovery products with a focus on crafting a best-in-
class customer support program.
You will work closely with the larger CX Data & Insights team to build and improve
our customer support operations tooling and data ecosystem. You'll work with a
team to identify new ways to enrich and improve how we leverage data to deliver
the best customer experience possible. As a Sr Product Manager, you will help us
evolve our reporting and insights capabilities for our business partners globally. You
will act as the customer's chief advocate – championing key customer findings
throughout the product definition, development, release planning, and monitoring
processes, with an emphasis on our data architecture and ensuring we have
processes and structures in place to help improve and support our customer
advocate experience.

The Daily
• Support th e 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 reporting/analytics.
• Ensure our data architecture is fit for scale and implement enhancements that
allow our ecosystem to grow with our suite of products.
• Assist in the setup and integration of new data points for existing and/or new
product launches.
• Assist in the investigation of data anomalies and provide solutions that will
improve data accuracy.
• Lead the design, setup, and maintenance of new data tools and the evolution of
our data ecosystem.
• Manage and support the integration of new tooling technology datasets into our
WBD data lake.
• Lead our team in the implementation of cutting-edge data analytics
methodologies and technologies
• Support the maintenance of our Salesforce instance through the setup of quality
assurance practices that allow us to identify and action opportunities that
improve the richness of our data.
• W ork with cross-functional teams (UI/UX, CX Operations, development, QA) to
support the successful design, delivery , and execution of CX solutions.
• Support the analysis
of CX and Ops performance against established objectives
and goals.
• Help b uild and maintain strong working relationships with cross-departmental
teams, including Data Engineering, Product Analytics, Marketing, Program
Management, and Operations.

The Essentials
• Analytically driven, with a high degree of comfort evaluating and acting on data.
• Proficient using data to identify opportunities and inform recommendations.
• Ability to define and communicate technical solutions to both technical and non-
technical stakeholders.
• Combination of technology, customer success, marketing/communications , and
business/analytical skills.
• Excellent project management, organizational, and attention to detail skills.
• Able to prioritize requests to the benefit of WBD and our customers.
• Able to work autonomously, while still functioning in a team environment.
• Strong interpersonal and overall communication skills, both written and oral.
• Foundational understanding of Lean/Agile methodologies.
• Passionate about building and cultivating a best-in-class customer experience.
• Highly adaptable and able to thrive in a dynamic, fast-paced environment.
• Self-starter, creative problem solver, proactive, collaborative and resourceful.
• Thorough, determined and committed to follow-through.
• Constant learner, driven to continuously improve and develop expertise in
customer support and product management methodologies, as well as the
streaming media industry.

Nice to Have
• Bachelor's degree in closely related discipline, preferred.
• Experience creating, updating, auditing and reporting data in a database
environment, preferably CRM, preferred.
• Experience with Salesforce or other CRM, preferred.
• Experience with Tableau, Looker, or similar data visualization technologies,
preferred.
• Experience working in the streaming / entertainment industry, preferred.
• Experience with online collaboration tools and cross-channel Consumer
Engagement & Support applications is preferred.
• Experience working with customer support organizations and/or training
curriculum is a plus.

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@warnermedia.com.

Jobcode: Reference SBJ-r00346-18-116-51-117-42 in your application.