Global Customer Experience Director
4 days ago
About Warner Bros. Discovery
Warner Bros. Discovery is a world-renowned media company, bringing to life iconic characters and beloved brands through its vast portfolio of content.
Job Title: Global Customer Experience Director
Key Responsibilities:
- Lead the development and evolution of global customer experience (CX) team processes, including launch readiness frameworks, roles, and responsibilities, stakeholder/partner engagement models, product/tool identification for improved launch preparedness, and program health/performance measurement.
- Define and influence the desired customer experience, working with cross-functional teams to ensure successful delivery of products, programming, and promotional releases for all WBD global streaming products, including decision-making based on workforce knowledge, customer experience scenario planning, and viable CX technology solutions.
- Act as the lead liaison within CX and cross-functional/stakeholder teams involved in 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, 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.
- Build and maintain 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.
Requirements:
- Solid experience in program/project management, customer success, marketing, or a related field, preferably within a media company.
- A combination of customer success, program/project management, marketing/communications, and business/analytical skills.
- Experience with online collaboration tools, such as AirTable, JIRA, Confluence, and SalesForce, and expertise in Microsoft Excel is a plus.
- The ability to quickly pivot and adapt to changing priorities and release dates.
- Flexibility to travel and adjust working hours to meet global business needs.
Estimated Salary: $120,000 - $180,000 per annum
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