Manager, CX Solutions Services
Warner Bros. Discovery
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 Manager, Solution Services for the CX Tools & Technology team, you will be a key member of the Customer Experience (CX) Tools & Technology team within WBD. You will have a leading role in defining and delivering the best possible customer experience for HBO Max, D+, and other WBD brands with a focus on crafting a best-in-class customer support program.
The Solution Services team is responsible for completing development projects to create and enhance a seamless support experience across a suite of CX technologies in our ecosystem. This team assists with development, documentation, and QA for CX solutions. In addition, they work cross-functionally with internal engineering teams to help complete CX priorities that require integration with WBD systems. You will be responsible for leading and developing a team based in Budapest, as well as working cross-functionally with global CX and the broader streaming team.
Your Role Accountabilities:
Demonstrate curiosity and a desire to learn about our platforms/tools, customers, business strategy, and industry trends.
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.
Team Leadership and Development
Lead, mentor, and develop a team of Solutions Specialists, fostering a culture of innovation, accountability, and continuous improvement
Establish clear performance objectives, provide regular coaching, and create individual development plans that align team capabilities with evolving business needs
Build team expertise across the CX technology stack, ensuring knowledge sharing and cross-functional collaboration
Manage and prioritize incoming requests for technical projects within the CX ecosystem, including enhancements, bug fixes, and technical debt across multiple concurrent initiatives
CX Solutions Optimization and Evolution
Continuously assess CX technology performance through data analysis, identifying opportunities for optimization, integration, and enhancement
Inform sprint planning, manage feature prioritization, and identify delivery dependencies
Develop project plans, timelines, allocate resources and ensure timely project
delivery
Help lead technical requirements definition and delivery of AI related projects/pilots within the CX ecosystem
Research and analyze emerging trends in the CX and support marketplace, keeping abreast of competitive, business, and technology developments within the CX/support product domains
Cross-functional Partnership and Collaboration
Identify and clearly communicate dependencies, status, blockers, risks, mitigation strategies to next level manager and partner/stakeholder teams, as needed.
Build and maintain strong working relationships with cross-departmental teams, including Engineering, Marketing, Research, Analytics, Program Management and Operations
Solid written and verbal communication skills to create clear and concise requirements, technical documentation, and Jira tickets
Operational Excellence
Establish and monitor KPIs for technology performance, identifying trends and recommending improvements
Ensure solutions are scalable, maintain high availability, and meet security/compliance requirements
Identify potential risks and implement strategies for prevention and mitigation
Conduct regular code reviews to maintain quality and coding standards
Create and maintain comprehensive documentation for system configurations, workflows, and best practices
Skills and Experience
7+ years of experience working on development projects, with at least 3+ years of people management experience
Able to work autonomously, while still functioning in a team environment.
Strong interpersonal and overall communication skills in English, both written and oral.
Passionate about building and cultivating a best-in-class customer experience.
Experience utilizing Automation/ML/AI to enhance and optimize both internal and customer facing processes and experiences is a plus
Salesforce/Zendesk (or other CRM) certifications is a plus
Proficiency in multiple programming languages used for backend development, Apex and SOQL ideal
Ability to design scalable and robust backend architectures, considering factors like performance, reliability and security
Experience with cloud platforms for deploying and managing backend services (AWS and GCP ideal)
Understanding of backend security principles, encryption, authentication, and authorization
Experience with DevOps practices for automated testing, continuous integration, and deployment
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.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.