Product Manager, CX Data & Insights

Job Description

As the Product Manager for CX Data & Insights, specializing in AI/ML &
Automation Initiatives, you will be critical in shaping our customer experience
strategy. Your primary focus will be to identify, leverage, and implement
AI/ML & automation opportunities to enhance our CX operations. You will act
as a vital bridge between CX, Tech, and Product teams, ensuring seamless
implementation and continuous improvement of CX data tools. This role
requires a self-starter mindset, the ability to self-manage workload across
different products, and the ability to work across a diverse technology suite
such as Salesforce, Snowflake, Databricks, and Looker.

Your Role Accountabilities:
• Extract actionable insights from CX data using existing or custom
analytics tools.
• Create impactful presentations for CX stakeholders leveraging both
quantitative and qualitative data.
• Address ad hoc data requests with timely and innovative data analysis
to support business decisions.
• Implement and maintain the usage of AI/ML tools across CX, ensuring
their accuracy and effectiveness.
• Liaise with CX, Tech, and Product teams to align AI/ML and automation
strategies and initiatives.
• Develop and maintain strong working relationships with cross-
functional teams to support CX initiatives.

Qualifications & Experience:
• 3-5 years relevant work experience
• Bachelor's degree in a relevant field or equivalent work experience in
customer experience and data analysis.
• Basic knowledge of CX Support data and metrics such as Contact
Volumes, Ops KPIs, and SLAs.
• Knowledge and experience with AI/ML technologies and their
applications in CX.
• Proficient in Python and SQL. Preferred experience with Salesforce and
Looker.
• Familiarity with statistical analysis such as probability theory,
regression analysis, and correlation analysis
• Ability to learn new technologies with relative ease and speed.
• Excellent written and verbal communication skills, with the ability to
effectively convey insights to technical and non-technical stakeholders.

Warner Bros. Discovery embraces the opportunity to build a workforce that
reflects the diversity of our society and the world around us. We take
seriously our responsibility to ensure equitable access to employment and
opportunities in a manner that upholds our human rights obligations.
Reasonable accommodation is available upon request for eligible candidates.

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, 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.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery's total compensation package for employees. Pay Range: $70,980.00 - $131,820.00 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 sick time and vacation.

Jobcode: Reference SBJ-gkj5x8-18-191-181-12-42 in your application.