Sr. Product Manager, CX Learning & Development

Job Description

Your New Role…

As the Senior Product Manager, CX Learning & Development, you will be a key member of the Global Customer Experience (CX) Learning & Development team within Warner Bros. Discovery. You will have a leading role in defining and delivering the best possible customer experience for Warner Bros. Discovery products (HBO Max, Discovery+ and more) with a focus on customer retention efforts. You will work closely with the larger CX & Ops Team to leverage customer and agent feedback, research findings, and performance metrics to continuously identify ways to enrich and improve upon the CX Learning & Development Program. You will have the opportunity to develop effective and engaging learning experiences to propel a world-class CX Team forward.

Your Role Accountabilities…
• Develop and drive the implementation of a global customer sales & retention training program, including overseeing the regionalization for each market
• Design, develop, execute and manage learning curriculum and programs with in-person, online and everyday learning experiences through various tools and technologies with a focus on global customer save and retention efforts
• Monitor and gather insights on the progress of the customer retention efforts to identify trends, knowledge gaps, etc.
• Develop and manage incentive programs to help drive customer retention with customer support agents
• Leverage and test the effectiveness of various save levers (offers and other value propositions) to drive retention during support interactions
• Work closely with the CX Operations teams to align on processes and identify opportunities
• Drive and refine the continuous evolution of the CX Learning & Development Program, including: identifying key improvements for customer retention programs and continuously seeking/evaluating/deploying new, engaging training solutions.
• Manage the development of learning evaluations from end-to-end, creating the tools, deliverables and assessments necessary to certify CX agents in various knowledge, skills, or competency checks.
• Continuously monitor for quality and leverage diverse CX feedback and performance metrics sources to identify recommendations to improve all training programs
• 'Zoom-out' from individual support issues to recognize patterns and share opportunities for improvement with the CX team and larger Warner Bros. Discovery organization.
• Share key CX Learning and Development findings with cross-departmental teams and stakeholders.
• In addition to facilitating on-line training, be able to travel domestically and internationally to provide on-site training oversight, facilitation (team and train-the-trainer) and support, as well as to participate in planning efforts, when the need arises.

You Are:
• Passionate about building and cultivating a best-in-class customer experience
• Engaging and dynamic facilitator
• Highly adaptable and able to thrive in a dynamic, fast-paced environment
• Relentlessly positive and possess a 'can't be stopped' attitude
• Energetic, self-starter, creative problem solver, proactive, collaborative and resourceful
• Equally able to work independently and with a team
• Thorough, determined and committed to follow-through
• Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry

Qualifications & Experience…
• 5 years of experience preferred, leading sales and/or customer retention training or learning & development (or related field) preferably within a media company.
• Experience with the design, development and implementation of learning and development materials, both online and offline, preferred.
• Strong verbal and written communication skills to collaborate with stakeholders, vendors, and other team members
• Bachelor's degree in Education, Communication, or related field or demonstrated strength in such disciplines, preferred.
• Exceptional facilitation, presentation, and listening skills a must.
• Adaptable to respond quickly and positively to shifting demands and opportunities.
• Ability to work under tight deadlines and plan, organize, and carry out multiple, detailed tasks.
• Combination of training customer success, marketing/communications and business/analytical skills.
• Proficient using data to identify opportunities and inform recommendations.
• Excellent project management and organizational skills.
• Able to influence and motivate cross-functional teams.
• Able to prioritize requests to the benefit of Warner Bros. Discovery and our customers.
• Able to work autonomously, while still functioning in a team environment.
• Superior attention to detail.
• Experience working with customer support organizations and/or training curriculum is a plus.
• Experience with online collaboration tools a plus, cross-channel Consumer Engagement & Support applications and Lean/Agile methodologies, preferred.
• Experience delivering training through various channels and methods including virtual tools, preferred.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

The Legal Bits…
In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. $101,010.00 - $187,590.00 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 paid time off (PTO).

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.

If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@warnermedia.com.

Jobcode: Reference SBJ-g3mw14-3-133-112-22-42 in your application.