Job Information
Warner Bros. Discovery CX Ops Director - APAC in Petaling Jaya, Malaysia
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.
Job Description:
The CX Director of Operations for the APAC region will be a key Leader on the Global Customer Experience team within Warner Bros Discovery, reporting to the head of Global CX Operations. She/He will have a leading role in building, cultivating, and running the day-to-day operations of WBD’s CX Operations team in APAC - overseeing our in-house team of local CX support experts and contributing to the management, coordination, and quality of our partner contact center operations. The ideal candidate will be an empathetic, performance-oriented leader who is passionate about delivering a world class customer experience for WBD’s streaming products. This individual will be highly technical, analytical, and have experience leading technical support oriented operations/teams. She/He excels at coaching, guiding, and developing teams, as well as challenging them to continuously raise the bar, redefining excellence. They will engage and partner cross-functionally within CX and across other WBD business groups to ensure information is shared out and/or pulled into CX as needed. This individual will have a record of successfully driving projects forward to achieve operational efficiencies, experiential excellence, and streamlined processes. She/he will be passionate about growing, cultivating, and executing on an excellence-driven CX operational strategy, as we continue to grow and scale our CX operations to support the needs of WBD’s growing, 24/7 global streaming business.
Primary Responsibilities:
Leadership and People Management
Collaborate with our CX Partner Performance Team, CX Leadership, local management, and external contact center partners to establish an engaging and performance-driven incentive structure, to help drive a culture of continuous improvement
Build and optimize a multi-partner, holistic support channel strategy to effectively operate at scale
Onboard a team of Tier 3 Support Techs to partner with frontline support teams and ensure any and all customers needs are addressed and well handled
Lead and manage internal, in-region Tier 3 Support Techs to support our growing streaming businesses
Take full responsibility for our APAC CX Ops and team performance, as well as overall well-being and team engagement
Cultivate the strongest possible end-to-end CX Operations team through effective ongoing hiring, coaching, development, performance management, discipline, rigor, and a One Team mindset
Coach Managers on their own development, as well as the development of their directs - doing so thoughtfully, with supportive enthusiasm, and great care
Contribute and ensure a productive, engaging, and welcoming work environment that’s aligned with WBD’s guiding principles
Operational Excellence
Fully own, drive, and be accountable for CX Support Operations in APAC, actively driving improvements to our workflows and processes in order to meet SLAs and KPIs, while controlling costs and upholding established high CX standards of quality and excellence
Partner with CX Partner Performance and CX Leadership to manage the performance of third party contact center partners, holding them accountable when performance targets are missed and working with them closely to uphold a shared commitment towards continuous improvement
Partner with CX leadership to develop clear success metrics and visibility into results against key priorities, and after retros to ensure we have a continuous view and understanding of both wins and improvement opportunities
Lead planning activities related to the preparation of operating budgets and forecasting plan; ensure adequate staffing to maintain service levels and employee satisfaction
Partner with extended CX Tools & Technology Team to identify new CX tooling, CRM, channels, and other technology needs to help the operation run more successfully
Work closely with CX Learning & Development to identify training needs and determine strategy/schedule for trainings, onboarding, QA audits
Collaborate with CX Data & Insights team to ensure lie of sight into contact trends and team performance
Partner closely with CX Leadership, CX Content Strategy, and local Comms partners to ensure the quality of communications and tone of voice across CX interactions align with overarching guidelines and strategy
Closely collaborate with CX Release Planning and Learning/Development Leads to ensure APAC CX Operations are equipped and prepared to support upcoming partner, programming, marketing, and product release efforts
Lead and establish effective staffing approach/processes to crisis manage during service disruptions, outages and high impact events
Develop a process to inspire/drive the frontline team to proactively identify issues, problem-solve, and work with Global Special Operations to drive escalations through to resolution. Proactively seek opportunities to iterate, finding new ways to continuously improve and provide the best possible experience for consumers and partners. Not afraid to roll up sleeves and dig in to get things moving
Align with CX leadership and external partners to ensure ideal mix of people, processes, and technology are in place to stay ahead of business growth to ensure CX Operations are positioned for success in the APAC region
Partner with other CX regional Ops leads to coordinate activities and support across multiple time zones
Build and maintain strong working relationships with external partners and internal stakeholder teams to achieve overall operational excellence, including: Marketing, Program Management, Product, Legal, Communications, and more.
Support operational coverage and oversight needs outside of normal business hours for key events/premieres, service disruptions, live events, and more.
Travel required to provide on-site oversight/support and participate in planning efforts, as needed (approx 10-20%)
Analysis and Reporting
Analyze a variety of data sources to develop, action upon and manage KPIs/SLAs relevant to upholding the CX team goals and mission
Track, analyze, and report performance data (i.e. SLAs, financial KPIs)
Craft and manage processes to provide real-time/post-release CX readouts, and stakeholder focused updates/comms providing timely visibility to any immediate issues/wins for the extended Engineering/Release Teams
Create a structure and process to analyze customer contact data and use that information to drive improvements for CX Operations
Partner with CX Data & Insights to transform CX support data and feedback into actionable customer insights to make recommendations to further drive loyalty and improve the overall customer experience
REQUIREMENTS
Skills/Abilities:
Experience leading high performing support teams
Experience leading multi-vendor support environments in the APAC region
Experience building, and operationalizing a team occering support through multiple live channels at scale (voice, chat, messaging, Social, etc)
Combination of technology, customer success, operational management skills
Proficient and comfortable using data to define goals, measure progress, identify opportunities and inform recommendations
Excellent project management and organizational skills
Able to influence cross-functional teams
Superior attention to detail
Strong listening and communication skills
Ability to thrive in an entrepreneurial, fast-paced environment
Experience with online collaboration tools, cross-channel Consumer Engagement & Support applications, and Lean/Agile methodologies a plus
You Are:
Passionate about building and cultivating a best-in-class customer experience
Highly adaptable and able to thrive in a dynamic, fast-paced environment
Relentlessly positive and possess a ‘can’t be stopped’ attitude
Self-starter, creative problem solver, proactive, collaborative and resourceful
Equally able to work independently and build with a team across multiple time zones
Thorough, determined and committed to follow-through
Analytically driven, with high degree of comfort evaluating and acting on data
Comfortable working opposite hours to the Global Leadership Leads and Teams
Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry
Education/Work Experience:
Bachelor’s degree in Business, Analytics, Marketing, Economics, Information Systems, or related field or demonstrated strength in such disciplines
10+ years of experience within Customer Success, Operations Management, Technical Program Management (or related field) preferably within a media company
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 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, 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 and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.