Manager, Service Desk

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…

• Deliver world class / proactive customer service to internal and external stakeholders while adhering to company policies and procedures.

• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.

• Monitor key performance indicators (KPIs) such as response times, resolution times, reopen rates, quality.

• Lead, mentor, and manage a team of customer service managers and associates, ensuring high levels of employee engagement, performance, and growth.

• Strive to continually improve and build on the customer Service division and its performance.

• Proactively identify trends in customer concerns and work cross-functionally to develop solutions.

• Ensure AP inquiries comply with company policies.

• In-depth knowledge of PTP processes.

• Serve as a subject matter expert in PTP processes & technologies (SAP SRM, Ariba, PeopleSoft, Oracle, OpenText VIM, SAP ECC) for non-content spend.

• Support PTP system changes, improvements and new company codes created with testing as required and support new business projects, acquisitions and integrations where needed.

• Support integration and onboarding of new acquisitions into Warner Bros. Discovery processes and systems.

Qualifications & Experience…

• Minimum 7 years' working experience in a Global SSC/BPO and 3+ years of management experience.

• Bachelor's degree in accounting or finance.

• Experience in the Media Industry and/or Media Sales is preferred.

• A working knowledge of Microsoft Office products (Outlook, Word, Powerpoint).

• Open to work in EMEA/US time zones.

• Experience with project management and leadership.

• Strong knowledge of AP processes, invoice processing, and payment cycles.

• Previous experience of Service now is a must.

• Experience with ERP systems SAP and Ariba is preferred.

• Excellent written and oral communication in English.

• Experience of leading a team.

• Attention to detail.

• Good understanding of cultural sensitivity and customer service ethics.

• Global mindset & flexible approach to work.

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 get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.