Customer Experience Global Special Ops Manager - APAC

Job Description

Customer Experience (CX) Global Special Ops Manager - APAC

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The Global Special Operations Manager is a key leader within the Global Customer Experience (CX) Strategy & Ops team. This role will deliver a relentless focus on providing exceptional technical support and escalation management for WBD products/services, while ensuring customer satisfaction and loyalty across all regions. The ideal candidate is an adept Operations Manager with a strong understanding of streaming media technology and troubleshooting methodologies. They have a sincere passion for resolving complex customer issues and driving continuous improvement in the support experience. They will directly oversee a team of Tier 3 Global Special Operations Technicians, empowering them to deliver world-class support.

Your Role Accountabilities...
• Manage and empower our Tier 3 Global Special Operations Technicians to ensure they're consistently meeting and exceeding expectations.
• Maintain, evolve, and ensure the team relays expert knowledge of WBD products/services to frontline advocates in a way that simplifies and strengthens their overall experience with our product, content, and service.
• Act as a Manager on Duty (MOD) to support other CX Ops efforts when needed.
• Actively monitor the support landscape to ensure that we're meeting our customers where they are and providing timely and effective solutions to their issues.
• Continuously refine and improve our escalation management and technical support strategy, as well as evolve our best practices via partnerships within the Global CX Teams.
• Regularly collaborate with the broader APAC and Global CX Team, as well as cross-functional teams including Tech Engineering, Marketing, Finance, and Product, to ensure the team is equipped with the latest product support updates, troubleshooting techniques, and messaging.
• Regularly capture and track relevant support KPIs -- sharing key insights, observations, success metrics, and opportunities for improvement.
• Hire, coach, and mentor a high-performing team of technical support experts.

Qualifications & Experience...
• Experience directly managing a technical support or escalation management team, preferably in the media or technology industry.
• Familiarity and experience providing technical support and troubleshooting across various platforms and devices.
• Exceptional communication skills, both written and verbal, with the ability to explain complex technical concepts in a clear and concise manner.
• Ability to maintain a positive, empathetic, and professional attitude/demeanor while representing WBD in a professional manner at all times, even in challenging situations.
• Familiarity and comfort with consumer streaming devices and troubleshooting methodologies.
• Continuously demonstrate a strong sense of accountability and autonomy for effectively completing all required tasks.
• Able to zoom out from individual issues and identify patterns and trends to drive proactive problem-solving and process improvement.
• Adapt to the needs of a fast-growing 24/7 business, including the flexibility to support new title premiers/launches/live events and participate in on-call coverage rotations.
• Experience working with Lean/Agile methodologies and systems similar to PagerDuty/JIRA/ServiceNow a plus.
• Strong passion for WBD owned and/or operated programming, originals, and live sports.
• Fluency in English and Mandarin is required

Work Schedule:

To support the needs of our APAC based customers, the regular hours for this role will range from 9 am - 6 pm, Saturday through Wednesday but will require flexibility to accommodate varying time zones and may include evenings. In addition, you will need to be flexible at times to accommodate special business needs and events occurring outside of their regular schedule.

Championing Inclusion at WBD
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, 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-g3eqmn-3-144-235-138-42 in your application.