Customer Experience Operations Manager, EMEA

This is a Full Time Job

The EMEA CX Ops Manager is a key leader within the Global Customer Experience (CX) Strategy & Ops team. They will deliver a relentless focus on providing exceptional support for WBD products/services, while changing hearts and minds across supported channels.

The ideal candidate is an adept Operations manager with exceptional communication skills that can adapt to any support scenario. They have a strong understanding of the streaming media landscape, and a sincere passion for creating meaningful connections with our customers through customer service and support. They will maintain and update when necessary our standard operating procedures and actively engaging in and guide our day-to-day support interactions. They are also responsible for, empowering and supp orting our frontline support advocates, and directly overseeing Tier 3 level Support Experts.

This individual is a core contributor within the EMEA CX Ops team, and collaborates cross-functionally and across all levels to ensure our support operations align with the broader Global CX team goals and vision. They will continuously challenge/define/refine what excellence in this space means, and continuously deliver on these goals to facilitate a premier support experience.

Work Schedule: To support the needs of our EMEA based customers, the regular hours for this role will range from 9 am - 6 pm Wednesday to Sunday . In addition, they'll need to be flexible at times to accommodate special business needs and events occurring outside of their regular schedule and on weekends .

Your Role Responsibilities
• Manage and empower our EMEA focused Support Advocates to ensure they're consistently meeting and when possible exceeding expectations
• Maintain, evolve, and ensure the team relays expert knowledge, even in the toughest conversations, of WBD products/services to consumers in a way that simplifies and strengthens their overall experience with our product, content and service.
• Act as a Manager on Duty (MOD) to support other CX Ops efforts when needed.
• Ensure that customers feel that their needs are addressed and thoughts are heard and valued.
• Regularly collaborate with the broader EMEA and Global CX Team, CX writers and other internal partners to ensure the team is equipped with the latest communication guidelines, tone of voice, product support best practice updates and messaging.
• Regularly capture and track relevant KPIs -- sharing key insights, observations, success metrics and opportunities for improvement in the support space with internal and external partners.
• Hire, coach, and mentor a high performing team of support techs.

Your Skils and Expereince:
• Solid experience directly managing a customer service and/or technical support team on behalf of an organization (preferably in media).
• Familiarity and experience providing support via CRM tools (Salesforce, Sprout, Spredfast / Khoros , Sprinklr, Zendesk or others) preferred .
• Able to break down and communicate technical concepts to non-technical audiences.
• Familiarity and comfort with consumer streaming devices such as Apple TV, Roku, iOS Device, Android TV/mobile, and more.
• Able to adapt to the needs of a fast growing 24/7 business, including the flexibility to support new title premiers/launches/live events and participate in on-call coverage rotations.
• Experience working with Lean/Agile methodologies and systems similar to PagerDuty/JIRA/ Youtrack a plus.
• Strong passion for WBD owned and/or operated programming, originals, and live sports.

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Hybrid Working - This role is advertised as a Hybrid work model, that combines remote and in-office work, following our current company policy and to be agreed with your Line Manager. 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.

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