Customer Experience Director

3 days ago


Hyderabad City Taluka, Pakistan Warner Bros. Discovery, Inc. Full time

About Our Job

We are seeking an exceptional candidate to fill the position of Customer Experience Director - EMEA/US at Warner Bros. Discovery.

This role will be responsible for delivering world-class customer service to internal and external stakeholders while adhering to company policies and procedures.

Key Responsibilities

  • 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.

Requirements

  • 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.



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