Senior Manager, Program Operations

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:
The regional Content Management Support Senior Manager oversees a team of operational support specialists. Their main goal is to provide operational support activities to the broader regional Content Management teams (onboarding, longform servicing and ancillary servicing) with a key objective of more efficient, sustainable and successful content management activities and deliverables. This function will enable the broader regional Content Management team to engage with their key business and CoE stakeholders, fulfil their regional content requirements, and successfully hand content over to the Global Content Distribution and Creative Teams.

This team will support with the implementation and monitoring of regional GCO CoE SLA's, continuous system and process improvement initiatives, content customization readiness and reporting, triage issues for all content customization challenges in the region and support new regional business requirements and initiatives.

Key Stakeholders:

• GCO Strategy and Business Development Team
• Global Content Management - Pipeline planning
• Global Content Management teams:
  • Onboarding
  • Long Form
  • Ancillary
• MSC Support Engagement, Collaboration & Triage
• MSC Product & Engineering
• Global Content Distribution Operations

• Create, implement and maintain regional Content Management Centre of Excellence(CoE's) Service Level Agreements (SLA's) with all the respective CoE's for ancillary and long form content.
  • Define, obtain and analyze SLA metrics for each respective CoE
  • Identify trends, context information and root cause to support CoE collaboration in defining and implementing a more efficient operating model and associated SLA's
  • Where required, propose solutions and collaborate with CoE's to implement risk mitigation plans as it relates to content readiness

• Continuous System, Process and Operations Improvement
  • Continuously evaluate the respective regional Content Management systems & workflows to identify efficiency and consolidation opportunities.
  • Continuously evaluate the regional GCM operating model to identify stakeholder engagement efficiency opportunities (GCO CoE's, Networks, Streaming and Affiliate stakeholders, including MSC product, engineering and support teams).
  • Collaborate and drive the creation, implementation and review of regional Content Management KPIs
  • Proactively proposing improvements to the other GCM teams and to the regional lead.
  • Collaborate with respective stakeholders and partners to implement new key improvement initiatives.

• Content Readiness & Reporting

• Support & ensure successful content handoff to the Global Content Distribution Operations and Creative Teams
• Monitor the status of content customization requirements - once completed and successfully released to Global Content Distribution Operations and Creative Teams.
• Proactively review upcoming scheduled content (or any component thereof) to ensure that it is successfully progressing through the GMSC or regional Supply Chains within required timelines.
• Ongoing Content Management Customisation reporting to identify key success and challenge areas that will support relevant SLA and CoE discussions.

• Technical & Operational Ticketing Support
  • Collaborate with MSC Support and Global Content Distribution Operations regarding ticketing resolution (content customization related tickets)
  • Main POC for the downstream teams whenever there is an issue.
  • Provide an answer and an estimated resolution time.
  • Track, collaborate and ensure that all tickets are solved pre-publish to customers.
  • The director is the main escalation point before the regional lead.

• New Systems & Supply Chain Initiatives
  • Collaborate with MSC and Technology teams to stay informed regarding any new supply chain developments, improvements, tools or new technology systems that may impact the GCM team.
  • Communicate upcoming changes to GCM team and support training, onboarding and change management initiatives to ensure successful operational implementation

• New Business Support
  • Creation of business cases for new and additional spend / resources as required to manage changes, new launches and strategic regional requirements.
  • Key regional Content Management POC for new efforts (content migrations, launches, system migrations, major process changes) to support the broader regional content management teams. This includes:
    • Proactively analyze risks associated with the new upcoming processes. For example: a content migration is needed for the launch of a linear feed on LDSC playout with LWM library content. Possible risks include: content format incompatibility, manual processes that may fall back on content servicing teams and an increased likelihood of manual mistakes, its subsequent need of more HC or more budget, etc.
    • Non-BAU task support required by the broader Content Management team. For the same example: review the content migration list and get a report with all the localization components, and the AV format. Analyze and predict if all localization components and all types of AV formats present in the list will migrate with no issue or there's a need to report potential issues to tech and/or other GCO teams. Follow up in case issues arise.
    • Receive requests from the other Content management teams during out of BAU situations and provide assistance.

• Support GCM Transformation initiatives
  • Provide cost and process analysis for efficiency initiatives across the regional GCM functions
  • Support cost and process analysis for new WBD business initiatives as it relates to the regional GCM functions

• People Leadership and Development
  • Lead dedicated cross regional team to support support key objectives and KPI's of the Content Management Support function. Work closely with business stakeholders, CoE's, technology teams and operational partners to achieve collective business goals. Set clear stretch goals to enable team development with proactive support and training.

• At least 8 years of experience within the media industry
• At least 3 years of experience managing operational or technical teams
• Relevant Degree
• Ability to work on cross functional multi-cultural teams in a collaborative way
• Technical knowledge of media workflows and media formats
• Bilingual in English and primary [region] language

• Knowledge of content production and content management workflows
• Financial background