Manager, CX Solutions Services job opportunity at Warner Bros. Discovery.

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DateMore Than 30 Days Ago bot
Warner Bros. Discovery Manager, CX Solutions Services
Experience: General
Pattern: full-time
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CX Solutions Services

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loacation Budapest Szabadsag Ter 7, Hungary
loacation Budapest Szaba..........Hungary

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 tec hnologies   in our ecosystem.   This team   assists   with d evelopm ent, documentation, and QA for CX solutions .    In addition , t hey 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 d eveloping a team based in Budapest, as well as   working   cross-fun ctio nally with   gl obal 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     Continu ously 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 requir ements 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   c ommunicate   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   r equirements,   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     E xperience with cloud platforms   for deploying and managing backend services   (AWS and GCP ideal)   U nderstanding of backend security principles, encryption, authentication ,   and authorization     Ex perience 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.

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