Senior Customer Experience Manager
1 week ago
Job Summary:
We are seeking a seasoned Senior Customer Experience Manager to join our Global Customer Experience (CX) Strategy & Ops team in EMEA.
About Us:
Warner Bros. Discovery is a global leader in storytelling, bringing our characters to life and creating what's next. Our diverse teams of creatives, technologists, and innovators collaborate across the globe to deliver career-defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves.
The Role:
This key leadership position plays a vital role in ensuring our support operations align with the broader Global CX team goals and vision. As a core contributor within the EMEA CX Ops team, you will collaborate cross-functionally and across all levels to empower our EMEA focused Support Advocates, maintaining expert knowledge and simplifying customer experiences with our products, content, and services.
Key Responsibilities:
- Manage and empower EMEA focused Support Advocates to consistently meet and exceed expectations
- Maintain, evolve, and ensure expert knowledge is relayed to customers, even in tough conversations
- Collaborate with the broader EMEA and Global CX Team, CX writers, and internal partners to ensure the latest communication guidelines, tone of voice, product support best practices, and messaging
Requirements:
- Familiarity and experience providing support via CRM tools (Salesforce, Sprout, Spredfast/Khoros, Sprinklr, Zendesk, or others)
- Familiarity and comfort with consumer streaming devices such as Apple TV, Roku, iOS Device, Android TV/mobile, and more
- Able to adapt to the needs of a fast-growing 24/7 business, including flexibility to support new title premiers/launches/live events and participate in on-call coverage rotations
- Experience working with Lean/Agile methodologies and systems similar to PagerDuty/JIRA/Youtrack a plus
- Strong passion for WBD owned and/or operated programming, originals, and live sports
Benefits:
This role offers a Hybrid work model, combining remote and in-office work following our current company policy. We champion inclusion at Warner Bros. Discovery and provide accommodations for qualified candidates with disabilities. Estimated salary: €60,000 - €80,000 per annum, depending on experience and location.
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