Senior Executive, Customer Experience Training & Quality APAC

Job Description

As the Senior Executive, Customer Experience Training & Quality (APAC), you will play a critical role within Warner Bros. Discovery's Global Customer Experience (CX) Learning, Development, Delivery team, focusing on supporting the Asia Pacific (APAC) region. Your responsibilities include developing, localizing, and delivering a superior global training curriculum specifically tailored for events, releases, and launches across the APAC territories. This position offers the unique opportunity to craft effective and engaging learning experiences that are vital in advancing a world-class CX team, ensuring alignment with the specific needs and dynamics of the APAC region.

Your Role Accountabilities
• Implement, execute and manage the learning and development strategy tailored for APAC, ensuring alignment with global standards.
• Collaborate with the CX team to align training initiatives with business objectives and market-specific requirements.
• Create and execute innovative training programs suitable for APAC and applicable globally.
• Analyze customer interaction data to identify learning opportunities and adjust training accordingly.
• Engage in calibration sessions and monitoring to maintain training standards and advocate performance.
• Work with CX teams to update training materials with the latest processes and information for all events and product launches.
• Promote a team culture of continuous learning and support across regions.
• Develop and sustain relationships with external partners to achieve CX goals.
• Use KPIs and analytics (e.g. AHT, CSAT etc.) to evaluate training effectiveness and make data-driven improvements.
• Provide detailed reports on training outcomes to management.
• Remain current with L&D trends to improve educational content and methodologies.
• Gather and integrate feedback from training sessions for program enhancement.
• Ensure L&D initiatives are culturally sensitive and inclusive.
• Facilitate Train the Trainer sessions and direct advocate training as needed.

Qualifications & Experience
• Proven experience in developing comprehensive L&D programs, both online and offline.
• Expertise in adult learning and instructional design principles.
• Proficient in virtual and in-person team collaboration.
• Excellent interpersonal, communication, facilitation, and presentation skills.
• Strong analytical abilities with a focus on data-driven decision making.
• Highly organized, capable of managing multiple priorities under tight deadlines.
• Able to work independently and collaboratively, adapting quickly to changes.
• Willingness to travel for business needs.
• Fluent in English and preferably in Indonesian, Mandarin, or Thai
• Bachelor's degree in Education, Communication, Marketing, or a related field.
• Minimum 3 years of experience in training delivery within a customer service, call centre or media environment, utilizing diverse methods and tools.

You Are
• Committed to excellence in customer experience.
• Resilient, proactive, and a skilled facilitator.
• Adaptable to a dynamic work environment.
• Capable of supporting global operations around the clock.
• A creative problem solver and energetic self-starter.
• Continuously driven to learn and excel in your field.

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-gw6bk2-3-147-63-208-42 in your application.