CX Global Product Launch Specialist -HBO Max

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.

At HBO Max, storytelling takes center stage. We're one of the world's most iconic entertainment brands - home to bold originals and unforgettable characters. While audiences binge award-winning content, breaking news, and sports around the clock, our teams stay busy at work creating what's next in streaming. From Succession, Euphoria, and The Sopranos to global franchises like Game of Thrones and Harry Potter, our content sparks conversation and shapes culture.

• Act as the lead 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.

• Steer the cross-functional teams to ensure successful delivery and CX alignment.

• 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.

• Bachelor's degree in business, Analytics, Communications, or a related field-or demonstrated strength in these disciplines.

• 3 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.

• Passionate about building and cultivating a best-in-class customer experience, with a CX-first mindset that drives every decision.

• A relentlessly positive attitude and a "can't be stopped" approach to problem-solving and execution.

• A self-starter who is proactive, resourceful, and thrives in a dynamic, fast-paced environment.

• A creative problem solver who can break down complex technical concepts into simple, consumer-friendly outputs.

• Equally comfortable working independently or collaboratively, with the ability to build trust and momentum across teams.

• Able to influence and motivate CX and cross-functional teams, driving alignment and shared ownership of outcomes.

• Thorough, determined, and committed to follow-through, ensuring nothing falls through the cracks.

• Analytically driven, with a high degree of comfort evaluating data and acting on insights to improve customer experience and operational effectiveness.

• An excellent project manager and communicator (written and oral), with strong organizational skills, attention to detail, and a commitment to meeting deadlines.

• A constant learner, driven to continuously improve and deepen expertise in customer support, product management methodologies, and the streaming media industry.

• Operational agility-able to pivot quickly when priorities shift and adapt to changing timelines and business needs.

• A training and enablement focus-ensuring CX teams are equipped with the right tools, content, and knowledge to succeed.

• A global mindset-comfortable working across time zones and supporting global business needs with flexibility and cultural awareness.