Associate Product Manager, Cx Data & Insights

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

You will work closely with the larger CX Data & Insights team to build and improve our customer support operations tooling and data ecosystem. You’ll work with a team to identify new ways to enrich and improve how we leverage data to deliver the best customer experience possible. As an Associate Product Manager, you will help us evolve our reporting and insights capabilities for our business partners globally. You will act as the customer’s chief advocate – championing key customer findings throughout the product definition, development, release planning, and monitoring processes, with an emphasis on our data architecture and ensuring we have processes and structures in place to help improve and support our customer advocate experience.

Your Role Accountabilities

• Review and ensure accurate representation of CX & Ops data across different readouts and reports produced by the CX & Ops team.
• Contribute to the development and continuous evolution of products in the CX and support experience space, from identifying key improvements to existing approaches to evaluating.
• Create reports for internal and external stakeholder insights. Help review and maintain reporting accuracy across global brands & products.
• Support the analysis of CX and Ops performance against established objectives and goals.
• Support the management, intake, and actioning of ad-hoc requests.
• Assist in the investigation of data anomalies and provide solutions that will improve data accuracy.
• Work with cross-functional teams (UI/UX, CX Operations, development, QA) to support the successful design, delivery, and execution of CX solutions.
• Help us learn and report out of support operation tools and data visualization tools such as Tableau CRM.
• Help build and maintain strong working relationships with cross-departmental teams, including Data Engineering, Product Analytics, Marketing, Program Management, and Operations.

Qualifications & Experience

• Experience with Salesforce or other CRM preferred.
• Proficient using data to identify opportunities and inform recommendations.
• Experience creating, updating, auditing and reporting data in a database environment, preferably CRM.
• Experience working with customer support organizations and/or training curriculum is a plus.
• Able to work autonomously, while still functioning in a team environment.
• Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry.
• Excellent project management, organizational, and attention to detail skills.
• Highly adaptable and able to thrive in a dynamic, fast-paced environment.
• Bachelor's degree in closely related discipline highly preferred.
• Experience working in the streaming / entertainment industry preferred.
• Strong interpersonal and overall communication skills, both written and oral.
• Experience with Tableau, Looker, or similar data visualization technologies preferred.
• Thorough, determined and committed to follow-through.
• Able to prioritize requests to the benefit of WBD and our customers.
• Passionate about building and cultivating a best-in-class customer experience.
• Experience with online collaboration tools and cross-channel Consumer Engagement & Support applications is preferred.
• Ability to define and communicate technical solutions to both technical and non-technical stakeholders.
• Self-starter, creative problem solver, proactive, collaborative and resourceful.
• Analytically driven, with a high degree of comfort evaluating and acting on data.

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. $62,790.00 - $116,610.00 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 paid time off (PTO).

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].