Senior Specialist, Customer Experience Launch Readiness - EMEA

This is a Full Time Job

We are seeking an experienced S r. Specialist Launch Readiness to join the Global Customer Experience (CX) team at Warner Bros. Discovery, supporting CX launch efforts across the EMEA region and contributing to broader global launch and quality initiatives.

As the primary CX contact during launch planning and execution, this role drives cross-functional coordination, ensures operational readiness across CX and partner teams, and supports the seamless delivery of streaming products and events.

Working closely with Global CX, Marketing, Product, Legal, and other stakeholders, the Senior Specialist identifies opportunities to enhance the support experience and proactively leads initiatives that improve launch outcomes.

Success in this role requires deep expertise in CX and product operations, strong risk management instincts, and a proactive, solutions-oriented approach to planning and communication-along with the ability to influence cross-functional teams and represent CX priorities across diverse markets.

Your Role Accountabilities...
• Lead CX launch readiness across EMEA for product releases, partner integrations, promotional campaigns, platform migrations, feature rollouts, and regional market entries-among other initiatives as business needs evolve .
• Build and sustain strong partnerships with internal stakeholders-including CX, Product, Engineering, Marketing, Program Management, Legal, Operations, and Corporate Communications-as well as external partners when applicable
• Translate complex launch requirements into actionable CX deliverables, ensuring readiness across support channels and anticipating customer needs at every stage of the journey
• Develop and continuously refine CX launch readiness frameworks, including roles and responsibilities, stakeholder engagement models, tooling requirements, and performance metrics
• Lead cross-functional planning sessions and workbacks, ensuring CX is aligned and represented throughout the launch lifecycle
• Monitor and optimize key customer journeys from pre-launch through post-launch, identifying gaps and opportunities for innovation
• Assess post-launch impact by partnering with QA and frontline teams to understand how training and materials are received, how customers respond, and where CX can improve for future launches
• Analyze customer feedback and support data to surface trends, inform readiness planning, and enhance the overall support experience
• Collaborate with training team to ensure materials are accurate , timely , and aligned with product updates and customer expectations
• Champion process improvements and tooling enhancements that enable CX to scale efficiently and deliver consistent, high-quality support across regions
• Serve as a CX team lead within EMEA, modeling CX ways of working, fostering collaboration, and serving as a go-to resource for regional teammates during launches and beyond

Qualifications and Experience...
• Bachelor's degree in Business , Communications, Analytics, or a related field-or equivalent professional experience.
• Proven, successful experience in launch readiness, program/project management, customer success, or marketing within media, entertainment.
• Proven ability to manage multiple concurrent initiatives with varying complexity, timelines, and cross-functional dependencies.
• Experience supporting global customer support organizations and coordinating across regions and time zones.
• Demonstrated success building strategic partnerships and owning stakeholder relationships, including external vendors and partners.
• Strong understanding of agile workflows, release management, and collaboration tools (e.g., Jira, Confluence, ASANA, Airtable , Monday, etc. ).
• Exceptional communication and stakeholder management skills, with the ability to influence and drive alignment across teams.
• Familiarity with post-launch evaluation practices, including customer feedback analysis and support performance insights
• Operational flexibility to support global launches, including adapting working hours and occasional travel as needed.

Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.

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.

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