CX Sr. Specialist Launch Readiness - EMEA

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...

We are seeking an experienced Sr. Specialist Launch Readiness to join the Global Customer Experience (CX) team at Warner Bros. Discovery, supporting CX launch efforts across the EMEA region and contributing to broader global launch and quality initiatives.

As the primary CX contact during launch planning and execution, this role drives cross-functional coordination, ensures operational readiness across CX and partner teams, and supports the seamless delivery of streaming products and events.

Working closely with Global CX, Marketing, Product, Legal, and other stakeholders, the Senior Specialist identifies opportunities to enhance the support experience and proactively leads initiatives that improve launch outcomes.

Success in this role requires deep expertise in CX and product operations, strong risk management instincts, and a proactive, solutions-oriented approach to planning and communication-along with the ability to influence cross-functional teams and represent CX priorities across diverse markets.

Your Role Accountabilities...

• Lead CX launch readiness across EMEA for product releases, partner integrations, promotional campaigns, platform migrations, feature rollouts, and regional market entries-among other initiatives as business needs evolve.

• Build and sustain strong partnerships with internal stakeholders-including CX, Product, Engineering, Marketing, Program Management, Legal, Operations, and Corporate Communications-as well as external partners when applicable

• Translate complex launch requirements into actionable CX deliverables, ensuring readiness across support channels and anticipating customer needs at every stage of the journey

• Develop and continuously refine CX launch readiness frameworks, including roles and responsibilities, stakeholder engagement models, tooling requirements, and performance metrics

• Lead cross-functional planning sessions and workbacks, ensuring CX is aligned and represented throughout the launch lifecycle

• Monitor and optimize key customer journeys from pre-launch through post-launch, identifying gaps and opportunities for innovation

• Assess post-launch impact by partnering with QA and frontline teams to understand how training and materials are received, how customers respond, and where CX can improve for future launches

• Analyze customer feedback and support data to surface trends, inform readiness planning, and enhance the overall support experience

• Collaborate with training team to ensure materials are accurate, timely, and aligned with product updates and customer expectations

• Champion process improvements and tooling enhancements that enable CX to scale efficiently and deliver consistent, high-quality support across regions

• Serve as a CX team lead within EMEA, modeling CX ways of working, fostering collaboration, and serving as a go-to resource for regional teammates during launches and beyond

Qualifications and Experience...

• Bachelor's degree in Business, Communications, Analytics, or a related field-or equivalent professional experience.

• Proven, successful experience in launch readiness, program/project management, customer success, or marketing within media, entertainment.

• Proven ability to manage multiple concurrent initiatives with varying complexity, timelines, and cross-functional dependencies.

• Experience supporting global customer support organizations and coordinating across regions and time zones.

• Demonstrated success building strategic partnerships and owning stakeholder relationships, including external vendors and partners.

• Strong understanding of agile workflows, release management, and collaboration tools (e.g., Jira, Confluence, ASANA, Airtable, Monday, etc.).

• Exceptional communication and stakeholder management skills, with the ability to influence and drive alignment across teams.

• Familiarity with post-launch evaluation practices, including customer feedback analysis and support performance insights

• Operational flexibility to support global launches, including adapting working hours and occasional travel as needed.

Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. 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, 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.

Client-provided location(s): London, United Kingdom

Job ID: Discovery-WAMEGLOBALR000099428EXTERNALENGLOBAL

Employment Type: OTHER

Posted: 2025-10-15T20:15:13