Sr. Product Manager, CX Launch Readiness

Job Description

The Senior Product Manager, Global CX Launch Readiness will be a key member of the Global Customer Experience (CX) team within the Warner Bros. Discovery
organization. They will have a leading role in defining and delivering the best possible customer experience for WBD's streaming products, with a focus on ensuring the preparation and delivery of a best-in-class customer support experience for each release and launch event. The Senior Product Manager, Global CX Launch Readiness will work closely with the larger Global CX Product Management and Marketing Teams to leverage release and launch-related customer support feedback to continuously identify ways to enrich and improve upon the customer support release management program, including working with cross-team and partner stakeholders. This individual will act as the customer's chief advocate throughout all global release and launch processes – championing key customer findings leading up to and following each release for existing and future WBD streaming products. .

The Daily:
• Manage and lead the development and continuous evolution of global CX team support mobilization for each release, including: managing messaging and launch readiness frameworks, establishing Stakeholder/Partner engagement models, identifying products/tools needed to improve launch preparedness, and measuring overall program health/performance.
• Define and influence the desired customer experience and work with cross-functional teams (release, copywriting, development, QA) to ensure successful delivery of product, programming and promotional releases for all WBD global streaming products
• Own and understand the end to end customer experience for a launch, from backend through frontend updates, with ability to translate this understanding into inputs for support material preparation.
• Act as the ongoing lead liaison between CX and cross-functional/stakeholder teams involved with each release, keeping all teams informed, including: managing and communicating preparation of deliverables to support each release, liaising with release SMEs, identifying and planning for expected release scenarios, and managing CX ceremonies leading up to/during each release.
• Partner with CX Copywriters and larger CX Team to craft cross-channel customer support messaging, in support of new releases, sensitive escalations, special handle scenarios and ongoing customer needs
• Continuously monitor and analyze identified key performance indicators and consumer/agent feedback following each release, making sure findings and recommendations based on data are shared back with the broader product development teams
• Responsible for building, maintaining and driving strong working relationships with cross-departmental teams, including Release Management, Global CS teams, Quality Assurance, Engineering, Marketing, Program Management and Operations, Legal, and Corp Comms in addition to external partners
• Communicate status, blockers, risks, mitigation strategies to next level manager and internal and external partner teams
• Help synthesize customer feedback and additional customer metrics to provide quick turnaround readouts and insights for the larger teams
• Evangelize 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 WBDorganization. Includes identifying delivery dependencies for your respective CX product space
• 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 and using these findings to drive recommendations for product requirements and CX product roadmap

You Are:
• 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
• Equally able to work independently and build with a team
• Able to influence and motivate CX and cross-functional teams
• Thorough, determined and committed to follow-through
• Analytically driven, with high degree of comfort evaluating and acting on data-driven opportunities
• An excellent project manager and strong communicator (written and oral) who prioritizes organization, attention to detail and deadlines
• Able to break down complex technical concepts into simple, consumer-friendly outputs
• Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry

The Essentials:
• Able to lead multiple efforts and events of varying priorities to the benefit of our services and customers, while simultaneously being able to inspire and influence cross-functional teams as well as able to work autonomously, while still able to lead in a team environment
• Experience owning relationships and leading partnership efforts with external partners and clients
• Able to quickly pivot and be flexible if priorities and release dates change

Nice to have:
• Bachelor's degree in Business, Analytics, Marketing, Communications or related field or demonstrated strength in such disciplines, preferred
• 5-7 years of experience within Program and/or Project Management, Customer Success, Marketing (or related field) preferably within a media company, preferred
• Combination of customer success, program and/or project management, marketing/communications and business/analytical skills, preferred
• Experience working with a global customer support organization and advertising agencies is a plus
• Experience with online collaboration tools, cross-channel Consumer Engagement & Support applications JIRA/Confluence, and expert in Microsoft Excel a plus

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in New York City. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Warner Bros. Discovery's total compensation package for employees. Pay Range: $101,010.00 - $187,590.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).

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-d2v5my-52-15-63-145-42 in your application.