Cx Ops Director

**_Welcome to Warner Bros. Discoverythe 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.

**Primary Responsibilities**:

- Leadership and People Management_
- Collaborate with our CX Partner Performance Team, CX Leadership, local managment, and external contact center partners to establish an engaging and performance-driven incentive structure, to help drive a culture of continuous improvement
- Build and optimize a multi-partner, holistic support channel strategy to effectively operate at scale
- Onboard a team of Tier 3 Support Techs to partner with frontline support teams and ensure any and all customers needs are addressed and well handled
- Lead and manage internal, in-region Tier 3 Support Techs to support our growing streaming businesses
- Take full responsibility for our APAC CX Ops and team performance, as well as overall well-being and team engagement
- Cultivate the strongest possible end-to-end CX Operations team through effective ongoing hiring, coaching, development, performance management, discipline, rigor, and a One Team mindset
- Coach Managers on their own development, as well as the development of their directs - doing so thoughtfully, with supportive enthusiasm, and great care
- Contribute and ensure a productive, engaging, and welcoming work environment that’s aligned with WBD’s guiding principles
- Operational Excellence_
- Fully own, drive, and be accountable for CX Support Operations in APAC, actively driving improvements to our workflows and processes in order to meet SLAs and KPIs, while controlling costs and upholding established high CX standards of quality and excellence
- Partner with CX Partner Performance and CX Leadership to manage the 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, and after retros to ensure we have a continuous view and understanding of both wins and improvement opportunities
- Lead 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 Tools & Technology Team to identify new CX tooling, CRM, channels, and other technology needs to help the operation run more successfully
- Work closely with CX Learning & Development to identify training needs and determine strategy/schedule for trainings, onboarding, QA audits
- Collaborate with CX Data & Insights team to ensure lie of sight into contact trends and team performance
- Partner closely with CX Leadership, CX Content Strategy, and local Comms partners to ensure the quality of communications and tone of voice across CX interactions align with overarching guidelines and strategy
- Closely collaborate with CX Release Planning and Learning/Development Leads to ensure APAC CX Operations are equipped and prepared to support upcoming partner, programming, marketing, 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 frontline team to proactively identify issues, problem-solve, and work with Global Special Operations to drive escalations through to resolution. Proactively seek opportunities to iterate, finding new ways 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 in the APAC region
- Partner with other CX regional Ops leads to coordinate activities and support across multiple timezones
- Build and maintain strong working relationships with external partners and internal stakeholder teams to achieve overall operational excellence, including: Marketing, Program Management, Product, Legal, Communications, and more.
- Support operational coverage and oversight needs outside of normal business hours for key events/pre