CX Senior Specialist - Launch Readiness

Job Description

CX Senior Specialist - Launch Readiness (LDD)

The CX Senior Specialist-Launch Readiness Learning, Development, Delivery (LDD) position 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 CX global and regional launch/release effort enablement, primarily the Asia Pacific region along with other global launch efforts. The CX Senior Specialist-Launch Readiness Learning, Development, Delivery (LDD) will work closely with the larger Global CX and Marketing Teams to continuously identify ways to enrich and improve upon the global CX program, including working with senior cross-team and partner stakeholders. This individual will act as the chief advocate throughout all global and regional launches and events – defining streamlined, efficient CX prep processes along with leading cross-team and new frontier CX efforts, for existing and future WBD streaming products.

Your Role Responsibilities
• Lead the development and continuous evolution of global CX team and GTM support prep processes including managing launch readiness frameworks, roles and responsibilities amongst the CX pillars, 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, inclusive of influencing decisioning based on general knowledge of workforce, customer experience scenario planning and viable CX tech solutions
• Act as the ongoing lead liaison within CX plus cross-functional/stakeholder teams involved with global and regional programs and cross-team/new frontier CX efforts to enable the global CX team to operate quickly and efficiently at scale, including: scaling existing or establishing new release/launch prep processes to fit a growing global and regional engagement model, new strategic initiatives and business priorities involving multiple CX pillars, onboarding and managing online collaboration tools for cross CX pillar workstreams, and the CX team's cross-pillar and support roadmap
• Define and manage CX Release Planning and Partner CS team OKR and key performance indicators
• Responsible for building, maintaining and driving strong working relationships with cross-departmental teams, including Global CS teams, Product, Engineering, Marketing, Program Management and Operations, Legal, and Corp Comms with potential to expand to external partners
• 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
• Additional responsibilities may include BAU launch CX prep: product release, regional launch, partner, promos
• Work closely with the broader LDD team to analyze customer interactions and actively engage in the feedback loop, ensuring optimal customer journey post-launch through continuous improvement efforts.

Skills and Expereince
• Solid experience within Program and/or Project Management, Customer Success, Marketing (or related field) preferably within a media company
• Combination of customer success, program and/or project management, marketing/communications and business/analytical skills
• 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 working with a global customer support organization and advertising agencies is a plus
• Experience with online collaboration tools (AirTable, JIRA, Confluence, SalesForce) and expert in Microsoft Excel a plus
• 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
• Adapt working hours to global business needs, with flexibility to travel

Hybrid Working - This role is advertised as a Hybrid work model, that combines remote and in-office work, following our current company policy and to be agreed with your Line Manager. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement where this is essential to business needs and upon reasonable notice to you.

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-gp9vvx-18-117-75-218-42 in your application.