Global Customer Experience Operations Manager

4 weeks ago


London, Greater London, United Kingdom Warner Media, LLC. Full time
About the Role

Warner Bros. Discovery is seeking an experienced Customer Experience Operations Manager to join its Global Customer Experience (CX) Strategy & Ops team in a key leadership role.

This individual will be a core contributor within the EMEA CX Ops team, collaborating cross-functionally and across all levels to ensure our support operations align with the broader Global CX team goals and vision.

Key Responsibilities
  1. Team Leadership: Manage and empower our EMEA focused Support Advocates to consistently meet and exceed expectations.
  2. Knowledge Sharing: Maintain, evolve, and ensure the team relays expert knowledge of WBD products/services to consumers, simplifying and strengthening their overall experience.
  3. Cross-Functional Collaboration: Regularly collaborate with the broader EMEA and Global CX Team, CX writers, and other internal partners to ensure the team is equipped with 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.
About Warner Bros. Discovery

Warner Bros. Discovery is a global leader in the entertainment industry, offering career-defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best self.



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