Business Development & Strategy Project Manager Non IT I

Job Overview: We are seeking a Launch Readiness Specialist Contractor to join the Global Customer Experience (CX) team within Warner Bros. Discovery responsible for supporting CX global launches and supporting broader quality initiatives. This role serves as the point of contact for CX throughout global launches and events preparation processes driving cross-team collaboration and ensuring readiness across CX and partner teams. Working closely with Global CX Marketing and Product stakeholders the specialist will identify opportunities to improve the global support experience and proactively support efforts for existing and future WBD streaming products. Success in this role requires a deep understanding of CX and product operations strong risk management instincts and a proactive approach to planning and communication including anticipating needs preparing documentation and workbacks and ensuring CX enablement for every launch to deliver seamless experiences to customers across regions.

Responsibilities:

Act as the liaison across CX and cross-functional teams involved in global programs enabling CX to operate efficiently at scale through process optimization strategic initiative support and onboarding of collaboration tools.

Build and maintain strong working relationships with internal teams including Global Customer Support Product Engineering Marketing Program Management Legal Operations and Corporate Communications with potential expansion to external partners.

Support standard CX launch preparation activities including product releases regional launches partner integrations and promotional campaigns.

Understand the end-to-end customer experience for a launch with the ability to translate this understanding into support material preparation. This includes what external partners need to know to prepare for a launch to what customers will ask when they experience the launch.

Development and continuous evolution of global CX launch readiness processes including frameworks roles and responsibilities across CX pillars stakeholder engagement models tooling needs and performance measurement.

Implement ongoing quality assessment programs to monitor and evaluate customer support agent performance leveraging live and recorded interactions to ensure accuracy and identify coaching opportunities.

Conduct customer feedback analysis as part of quality assurance efforts identifying trends and opportunities to improve customer interactions and operational effectiveness.

Monitor and optimize key customer journeys identifying areas for innovation and improvement from pre-launch through post-launch support.

Collaborate with the Instructional Design team to ensure training materials are current accurate and aligned with product updates and customer handling best practices.


The Essentials:

Bachelors degree in business Analytics Communications or a related field or demonstrated strength in these disciplines.

1-2 years of experience in Program Management Project Management Customer Success Marketing or a related field preferably within a media or entertainment company.

Proven ability to lead and manage multiple concurrent initiatives of varying complexity and priority.

Strong background in customer success program/project management marketing/communications and business/analytical disciplines.

Experience working with global customer support organizations and cross-functional teams across regions.

Demonstrated success owning relationships and leading partnership efforts with external partners and clients.

Strong understanding of agile development CI/CD pipelines and release management tools (e.g. Jira Confluence Git).

Excellent communication and stakeholder management skills with the ability to influence and inspire cross-functional teams.

Experience implementing quality assurance programs and analyzing customer feedback to inform operational improvements.

Ability to adapt working hours to meet global business needs with flexibility to travel as required.