CX Launch Readiness/Releases Specialist

Full job description
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...

Warner Bros. Discovery are looking for an accomplished Launch Readiness/Releases Specialist who has a strong desire to drive successful project outcomes and enhance overall customer satisfaction. You will be proactive, thorough, and exceptionally skilled in both verbal and written communication, working cross-functionally to ensure our customer support infrastructure and processes are prepared to successfully handle upcoming releases and launches in the EMEA region.

Based in London, this pivotal position is responsible for capturing, understanding, and coordinating key information for product launches and events between cross-functional stakeholders and the CX team. You will be involved in developing and adapting readiness processes, managing release documentation, supporting content, and supporting training and quality assurance needs. Additionally, this role will translate customer and advocate feedback into actionable insights and conduct post-launch analysis to drive continuous improvement.

Your Role Accountabilities...

Work with cross-functional teams, including Product, Legal, Communications, Marketing, and others to capture key customer-impacting details for each launch and translate this information into effective CX launch preparation resources, schedules, and risk assessments for the CX Team.

Gain a deep understanding of the respective CX functions, ensuring that each pillar is effectively represented and integrated for launch readiness.

Develop a deep and thorough understanding of the expected customer experience for every launch or release.

Exhibit outstanding detail-oriented approach to capturing meeting details and action items, facilitating effective communication and thorough follow-up in well-structured recaps.

Develop training resources for products, launches, and events in collaboration with the Instructional Design team for customer support agents, focusing on product knowledge, customer handling skills, and local market nuances.

Implement ongoing quality assessment programs to monitor and evaluate customer support agent performance, utilizing live and recorded call monitoring to ensure accuracy and identify coaching opportunities.

Conduct thorough customer feedback analysis as part of quality assurance responsibilities, focusing on improving customer interactions and operational effectiveness.

Monitor and optimize key customer journeys, identifying key areas for improvement and innovation, from pre-launch preparations through to launch day activities and post-launch support

Work closely with the Instructional Design team to develop content and ensure all training materials are aligned with up-to-date product knowledge and customer handling skills

Qualifications and Experience...

Proven experience in CX, customer support operations, or a related field, ideally within a digital/online service environment.

Proven experience with launch readiness, and/or project/program management is essential.

Experience delivering training through various channels and methods including virtual tools.

Proven track record in managing and preparing for product or service launches.

Excellent leadership skills, demonstrating the ability to manage and motivate teams.

Strong communication skills, adept in both verbal and written forms.

Adaptable, with the ability to respond quickly and positively to shifting demands and opportunities.

Ability to work under tight deadlines and to plan, organize, and carry out multiple detailed tasks.

Experience in developing and implementing training and quality programs.

Hybrid Working - This role is advertised as a Hybrid work model, that combines remote and in-office work, following our current company policy and to be agreed with your Line Manager. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement where this is essential to business needs and upon reasonable notice to you.
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, ****** 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.