Every great story has a new beginning, and yours starts here.

　　Welcome to Warner Bros. Discovery... the stuff dreams are made of.

　　Who We Are...

　　When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...

　　From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

　　Your New Role...

　　As the Product Manager, CX Tools & Technology, you will be a key member of the Customer Experience(CX) Tools and Technology team within Warner Bros. Discovery. You will have a leading role in defining and delivering the best possible customer experience for HBO Max and other Warner Bros. Discovery products with a focus on crafting a best-in-class customer support program.

　　You will work closely with the larger CX Product Management Team to leverage customer support feedback, research findings, and data analytics to continuously identify ways to enrich and improve upon the customer support experience. This individual's primary focus will be on enhancing and maintaining our CX tooling in order to optimize and improve the user experience for our customer advocates and other internal stakeholders.

　　Your Role Accountabilities...

　　Lead, manage and drive the development and continuous evolution of products in the CX and support experience space, from identifying key improvements to existing approaches to evaluating and deploying innovative, next gen support solutions with a primary focus on CX advocate toolingDefine the desired customer experience and work with cross-functional teams (UI/UX, copywriting, development, QA) to ensure successful design, delivery and execution of CX solutionsLeverage and decipher a combination of quantitative and qualitative CX data to design the desired customer experience across support products, both Agent and Consumer-facingWork closely with the CX Product, Development and UX/UI teams on requirements and wireframe/design development, ensuring a balanced delivery of CX, business and operational excellence and feasibilityLead sprint planning, manage feature prioritization and identify delivery dependencies for your respective CX product spaceCommunicate status, blockers, risks, mitigation strategies to next level manager and partner teams, as neededAnalyze, understand and communicate the performance of CX/support products against established objectives and goalsShare key customer support findings with cross-departmental teams and stakeholders, 'Zooming-out' from individual support issues to recognize patterns and share opportunities for improvement with the CX Team and larger organizationBuild and maintain strong working relationships with cross-departmental teams, including Engineering, Marketing, Research, Analytics, Program Management and Operations

　　Qualifications & Experience...

　　3+ years of experience, highly preferred with software development and integration work, ideally supporting a global customer support organization with multiple languages and regionsKnowledge of Salesforce Service Cloud architecture components and best practices is highly preferredAbility to define and communicate solutions (both functional and technical components) and break them down into tactical deliverablesBachelor's degree in Business, Analytics, Marketing, Economics, Information Systems, or related field or demonstrated strength in such disciplines, highly preferred3+ years of experience within Product Management, Customer Success, or software development, highly preferredKnowledge of UX/UI best practices is a plusCombination of technology, customer success, marketing/communications and business/analytical skillsProficient using data to identify opportunities and inform recommendationsExcellent project management, organizational and attention to detail skillsAbility to effectively influence cross-functional teamsAble to prioritize requests to the benefit of our customersAble to work autonomously, while still functioning in a team environmentStrong interpersonal and overall communication skills, both written and oralExperience working with customer support organizations and/or training curriculum is a plusExperience with online collaboration tools a plus, cross-channel Consumer Engagement & Support applications and Lean/Agile methodologies and JIRA/Youtrack a plusPassionate about building and cultivating a best-in-class customer experienceHighly adaptable and able to thrive in a dynamic, fast-paced environmentRelentlessly positive and possess a 'can't be stopped' attitudeSelf-starter, creative problem solver, proactive, collaborative and resourcefulThorough, determined and committed to follow-throughAnalytically driven, with a high degree of comfort evaluating and acting on dataConstant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry

　　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. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery's total compensation package for employees. Pay Range: $94,500.00 - $175,500.00 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 sick time and vacation.

　　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 [email protected].