CX Ops Director - APAC

Job Description

Job Description:

The CX Director of Operations for the APAC region will be a key Leader on the Global Customer Experience team within Warner Bros Discovery, reporting to the head of Global CX Operations. She/He will have a leading role in building, cultivating, and running the day-to-day operations of WBD's CX Operations team in APAC - overseeing our in-house team of local CX support experts and contributing to the management, coordination, and quality of our partner contact center operations. The ideal candidate will be an empathetic, performance-oriented leader who is passionate about delivering a world class customer experience for WBD's streaming products. This individual will be highly technical, analytical, and have experience leading technical support oriented operations/teams. She/He excels at coaching, guiding, and developing teams, as well as challenging them to continuously raise the bar, redefining excellence. They will engage and partner cross-functionally within CX and across other WBD business groups to ensure information is shared out and/or pulled into CX as needed. This individual will have a record of successfully driving projects forward to achieve operational efficiencies, experiential excellence, and streamlined processes. She/he will be passionate about growing, cultivating, and executing on an excellence-driven CX operational strategy, as we continue to grow and scale our CX operations to support the needs of WBD's growing, 24/7 global streaming business.

Primary Responsibilities:

Leadership and People Management
• Collaborate with our CX Partner Performance Team, CX Leadership, local management, and external contact center partners to establish an engaging and performance-driven incentive structure, to help drive a culture of continuous improvement
• Build and optimize a multi-partner, holistic support channel strategy to effectively operate at scale
• Onboard a team of Tier 3 Support Techs to partner with frontline support teams and ensure any and all customers needs are addressed and well handled
• Lead and manage internal, in-region Tier 3 Support Techs to support our growing streaming businesses
• Take full responsibility for our APAC CX Ops and team performance, as well as overall well-being and team engagement
• Cultivate the strongest possible end-to-end CX Operations team through effective ongoing hiring, coaching, development, performance management, discipline, rigor, and a One Team mindset
• Coach Managers on their own development, as well as the development of their directs - doing so thoughtfully, with supportive enthusiasm, and great care
• Contribute and ensure a productive, engaging, and welcoming work environment that's aligned with WBD's guiding principles
Operational Excellence
• Fully own, drive, and be accountable for CX Support Operations in APAC, actively driving improvements to our workflows and processes in order to meet SLAs and KPIs, while controlling costs and upholding established high CX standards of quality and excellence
• Partner with CX Partner Performance and CX Leadership to manage the performance of third party contact center partners, holding them accountable when performance targets are missed and working with them closely to uphold a shared commitment towards continuous improvement
• Partner with CX leadership to develop clear success metrics and visibility into results against key priorities, and after retros to ensure we have a continuous view and understanding of both wins and improvement opportunities
• Lead planning activities related to the preparation of operating budgets and forecasting plan; ensure adequate staffing to maintain service levels and employee satisfaction
• Partner with extended CX Tools & Technology Team to identify new CX tooling, CRM, channels, and other technology needs to help the operation run more successfully
• Work closely with CX Learning & Development to identify training needs and determine strategy/schedule for trainings, onboarding, QA audits
• Collaborate with CX Data & Insights team to ensure lie of sight into contact trends and team performance
• Partner closely with CX Leadership, CX Content Strategy, and local Comms partners to ensure the quality of communications and tone of voice across CX interactions align with overarching guidelines and strategy
• Closely collaborate with CX Release Planning and Learning/Development Leads to ensure APAC CX Operations are equipped and prepared to support upcoming partner, programming, marketing, and product release efforts
• Lead and establish effective staffing approach/processes to crisis manage during service disruptions, outages and high impact events
• Develop a process to inspire/drive the frontline team to proactively identify issues, problem-solve, and work with Global Special Operations to drive escalations through to resolution. Proactively seek opportunities to iterate, finding new ways to continuously improve and provide the best possible experience for consumers and partners. Not afraid to roll up sleeves and dig in to get things moving
• Align with CX leadership and external partners to ensure ideal mix of people, processes, and technology are in place to stay ahead of business growth to ensure CX Operations are positioned for success in the APAC region
• Partner with other CX regional Ops leads to coordinate activities and support across multiple time zones
• Build and maintain strong working relationships with external partners and internal stakeholder teams to achieve overall operational excellence, including: Marketing, Program Management, Product, Legal, Communications, and more.
• Support operational coverage and oversight needs outside of normal business hours for key events/premieres, service disruptions, live events, and more.
• Travel required to provide on-site oversight/support and participate in planning efforts, as needed (approx 10-20%)

Analysis and Reporting
• Analyze a variety of data sources to develop, action upon and manage KPIs/SLAs relevant to upholding the CX team goals and mission
• Track, analyze, and report performance data (i.e. SLAs, financial KPIs)
• Craft and manage processes to provide real-time/post-release CX readouts, and stakeholder focused updates/comms providing timely visibility to any immediate issues/wins for the extended Engineering/Release Teams
• Create a structure and process to analyze customer contact data and use that information to drive improvements for CX Operations
• Partner with CX Data & Insights to transform CX support data and feedback into actionable customer insights to make recommendations to further drive loyalty and improve the overall customer experience

REQUIREMENTS

Skills/Abilities:
• Experience leading high performing support teams
• Experience leading multi-vendor support environments in the APAC region
• Experience building, and operationalizing a team occering support through multiple live channels at scale (voice, chat, messaging, Social, etc)
• Combination of technology, customer success, operational management skills
• Proficient and comfortable using data to define goals, measure progress, identify opportunities and inform recommendations
• Excellent project management and organizational skills
• Able to influence cross-functional teams
• Superior attention to detail
• Strong listening and communication skills
• Ability to thrive in an entrepreneurial, fast-paced environment


[more...]

Jobcode: Reference SBJ-r046x8-18-218-63-176-42 in your application.