Associate Product Manager, Learning & Development

Every great story has a new beginning, and yours starts here.

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…

As the Associate Product Manager, Learning & Development, you will be a key member of the Global Customer Experience (CX) Learning & Development team within Warner Bros. Discovery. You will have a leading role in defining and delivering the best possible customer experience for Warner Bros. Discovery products (HBO Max, Discovery+ and more) with a focus on frontline customer service support and overall channel excellence in US, LATAM, EMEA, APAC. You will work closely with the larger CX & Ops team to leverage customer and agent feedback, research findings, and performance metrics to continuously identify ways to enrich and improve upon the CX Learning & Development Program. You will have the opportunity to develop effective and engaging learning experiences to propel a world-class CX Team forward.

Your Role Accountabilities…

● Create training material and help execute a global customer sales & retention training program, including localization for each market (US, LATAM, EMEA, APAC)
● Develop and execute (including facilitation) on global learning curricula and programs with in-person, online and everyday learning experiences through various tools and technologies for various initiatives
● Provide ongoing support and continuous learning through the development of job aids and other training materials.
● Continuously monitor customer contacts for quality, knowledge gaps, and leverage diverse CX feedback and performance metrics sources to identify recommendations to improve all training programs
● Collaborate with CX Operations to continuously uncover training opportunities to support a best-in-class, white glove customer support program
● Collaborate with cross-functional teams to gather, integrate, and action on frontline insights for continuous improvement
● Be able to travel domestically and internationally to provide on-site training oversight, facilitation (team and train-the-trainer) and support, as well as to participate in planning efforts, when the need arises
 

Qualifications & Experience…

● 2+ years of experience preferred, in sales and/or customer retention training or learning & development (or related field) preferably within a media company.
● Bachelor’s degree in Education, Communication, Marketing or related field or demonstrated strength in such disciplines preferred
● Experience delivering training through various channels and methods including virtual tools preferred
● Experience with the design, development and implementation of learning and development materials, both online and offline preferred
● Ability to work effectively in a team environment with exceptional interpersonal skills
● Adaptable to respond quickly and positively to shifting demands and opportunities
● Ability to work under tight deadlines and plan, organize, and carry out multiple, detailed tasks
● Excellent organizational skills
● Able to prioritize requests to the benefit of Warner Bros. Discovery and our customers
● Able to work autonomously, while still functioning in a team environment
● Strong overall communication skills, both written and oral
● Superior attention to detail
● Passionate about building and cultivating a best-in-class customer experience
● Engaging and dynamic facilitator
● Highly adaptable and able to thrive in a dynamic, fast-paced environment
● Relentlessly positive and possess a ‘can’t be stopped’ attitude
● Energetic, self-starter, creative problem solver, proactive, collaborative and resourceful
● Equally able to work independently and with a team
● Thorough, determined and committed to follow-through
● Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry

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