Director of Operations, Customer Experience - HBO Max

New York, NY
Full Time
Requisition ID: 171377BR

Share this job

Twitter LinkedIn Copy Link
OVERALL SUMMARY:

The CX Director of Operations will be a key Leader on the CX Strategy & Ops team within the Warner Media Direct organization. She/He will have a leading role in building, cultivating and running the day-to-day operations of HBO’s multi-tiered CX Operations team -- overseeing our in-house team of Tier 3 CX support experts and contributing to the management, coordination and quality of our partner contact center operations. The ideal candidate will be an empathetic, performance-oriented leader who is passionate about delivering a world class customer experience for Warner Media’s streaming products. This individual will be highly technical, analytical and have experience leading technical operations/teams. She/He excels at coaching, guiding and developing teams, as well as challenging them to continuously raise the bar, redefining excellence. This individual will have a record of successfully driving projects forward to achieve operational efficiencies, experiential excellence and streamlined processes. She/he will be passionate about growing, cultivating and executing on an excellence-driven CX operational strategy, as we continue to grow and scale our CX operations to support the needs of Warner Media’s growing 24/7 streaming business.


PRIMARY RESPONSIBILITIES:

Leadership and People Management
  • Lead, manage and scale an internal T3 CX support team to support new/growing Warner Media’s streaming businesses

  • Partner with CX Leadership Team and external contact center partners to establish an engaging and performance-driven incentive structure, to help drive a culture of continuous improvement

  • Partner with CX Leadership Team and HR Partners to continue evolving the CX Operations Ladder, to provide a clear career path and growth opportunities for a growing internal T3 Team

  • Take full responsibility for team performance, as well as overall happiness and engagement of the team

  • Cultivate the strongest possible end-to-end CX Operations team through effective hiring, coaching, development, performance management, discipline and rigor

  • Coach T3 Team Manager on their own development, as well as the development of their directs -- doing so thoughtfully and with supportive enthusiasm

  • ​Contribute to a productive, fun and friendly work environment that’s aligned with CX team values

Operational Excellence
  • Fully own and accountable for CX Operations, actively driving improvements to our workflows and processes in order to meet SLAs and KPIs, while controlling costs and upholding established CX standards of quality and excellence

  • Manage performance of third party contact center partners, holding them accountable when performance targets are missed and working with them closely to uphold a shared commitment towards continuous improvement

  • Partner with CX leadership to develop clear success metrics and visibility into results against key priorities to ensure we have a continuous view and understanding of both wins and improvement opportunities

  • Participate in planning activities related to the preparation of operating budgets and forecasting plan; ensure adequate staffing to maintain service levels and employee satisfaction

  • Partner with extended CX Product Management Team to identify new CX tools & technology needs to help the operation run more successfully

  • Work closely with CX Learning & Development Lead and Channel Success Teams to identify training needs and determine strategy/schedule for trainings, onboarding, QA audits

  • Partner closely with CX Product Management and Content Strategist to ensure the quality of communications and tone of voice across CX interactions align with overarching guidelines and strategy

  • Collaborate with CX Product Management: Release Planning and Learning/Development Leads to ensure CX Operations is equipped and prepared to support upcoming partner, programming and product release efforts

  • Lead and establish effective staffing approach/processes to crisis manage during service disruptions, outages and high impact events

  • Develop a process to inspire/drive the team to proactively identify issues, problem-solve, carry escalations through to resolution and iterate to continuously improve and provide the best possible experience for consumers and partners. Not afraid to roll up sleeves and dig in to get things moving.

  • Align with CX leadership and external partners to ensure ideal mix of people, processes and technology are in place to stay ahead of business growth to ensure CX Operations are positioned for success

  • Build and maintain strong working relationships with external partners and cross-departmental teams to achieve overall operational excellence, including: Engineering, Marketing, Program Management and Technology Operations.

  • Travel required to provide on-site oversight/support and participate in planning efforts, as needed (approx 15-20%)


REQUIREMENTS:

Skills/Abilities:
  • Experience leading high performing teams

  • Combination of technology, customer success, operational management skills

  • Proficient and comfortable using data to define goals, measure progress, identify opportunities and inform recommendations

  • Excellent project management and organizational skills

  • Able to influence cross-functional teams

  • Superior attention to detail

  • Strong listening and communication skills

  • Sales Ops experience a bonus

  • Ability to thrive in an entrepreneurial, fast-paced environment

  • Experience with online collaboration tools a plus, cross-channel Consumer Engagement & Support applications and Lean/Agile methodologies and JIRA


You Are:

  • Passionate about building and cultivating a best-in-class customer experience

  • Highly adaptable and able to thrive in a dynamic, fast-paced environment

  • Relentlessly positive and possess a ‘can’t be stopped’ attitude

  • Self-starter, creative problem solver, proactive, collaborative and resourceful

  • Equally able to work independently and build with a team

  • Thorough, determined and committed to follow-through

  • Analytically driven, with high degree of comfort evaluating and acting on data

  • Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry


Education/Work Experience:
  • Bachelor’s degree in Business, Analytics, Marketing, Economics, Information Systems, or related field or demonstrated strength in such disciplines

  • 10+ years of experience within Customer Success, Operations Management, Technical Program Management (or related field) preferably within a media company


It's HBOSM

America's most successful premium television company, Home Box Office delivers two 24-hour pay television services—HBO®and Cinemax®. HBO continues to take advantage of the latest technological innovations with advancements that include the availability of HBO programming online though HBO GOSM and MAX GOSM, as well as HBO On Demand® and Cinemax On Demand® in HD. Just as HBO is a company noted for its commitment to excellence in the products and services it delivers to consumers, it makes the extra effort to create a work environment in which fairness, equity, trust, and individual responsibility are valued. HBO is committed to retaining and recruiting skilled and motivated employees, placing a priority on qualified team players who contribute to the diversity of their workforce. HBO offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, flexible spending, a commuter benefit program and tuition reimbursement.

HBO is an equal employment opportunity employer. HBO does not discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. HBO also prohibits harassment of applicants or employees based on any of these protected categories.