.Every great story has a new beginning, and yours starts here. Welcome to Warner Bros. Discovery, the stuff dreams are made of.Who We AreWhen 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 Next Role...This role will lead the CX operations team for markets within the EMEA region. It reports into the CX Director for EMEA within the Customer Experience team. You will lead a team of agents' market experts that supports customer services on solving issues, making sure these are addressed in a timely and practical manner, whether customers are using mobile, tablets, web, connected TV, voice, or other emerging technologies. You and your team will support customer service members in identifying root causes for customer problems, advocate for timely solutions, and use those insights to drive systemic improvements and delightful customer experiences within the DTC products.Your Role Accountabilities...CX Managers are responsible for cultural fits, brand identity consistency, sharing product updates, performance reports to stakeholders, agency management, and budget management. This person will make data-driven decisions, have an insatiable curiosity, build for scale, and obsess about the customer.They will relentlessly investigate defects and poor customer experiences to identify the root cause and determine how to improve the customer experience. They are a leader that the team loves to work with because they inspire, develop, and care for their team members.Minimum 5-year experience in Customer service with at least 3 years in a manager position.Demonstrates timely, accurate, and professional customer service. Maintains a positive and professional demeanour and portrays the company in a positive light.Serves as a role model by displaying good judgement, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrates a commitment to excellent customer service.Previous experience with call centres and vendors.Fluent in English and ideally Spanish - any additional language desired.Excellent organisation and prioritisation skills.Experience in loyalty and retention customer service initiatives.Knowledgeable on CRM systems - Salesforce and Zendesk ideally.Excited and motivated by change, multi-tasking, and fast-paced environment.Ability to motivate and inspire large groups of people is a must
