IT Project Manager- HYBRID

Job Overview: We are seeking a Launch Readiness Specialist Contractor to join the Global Customer Experience (CX) team within Warner Bros. Discovery, responsible for supporting CX global launches and supporting broader quality initiatives. This role serves as the point of contact for CX throughout global launches and events, preparation processes, driving cross-team collaboration, and ensuring readiness across CX and partner teams. Working closely with Global CX, Marketing, and Product stakeholders, the specialist will identify opportunities to improve the global support experience and proactively support efforts for existing and future WBD streaming products. Success in this role requires a deep understanding of CX and product operations, strong risk management instincts, and a proactive approach to planning and communication, including anticipating needs, preparing documentation and workbacks, and ensuring CX enablement for every launch to deliver seamless experiences to customers across regions.

Responsibilities:

Act as the liaison across CX and cross-functional teams involved in global programs, enabling CX to operate efficiently at scale through process optimization, strategic initiative support, and onboarding of collaboration tools.

Build and maintain strong working relationships with internal teams including Global Customer Support, Product, Engineering, Marketing, Program Management, Legal, Operations, and Corporate Communications-with potential expansion to external partners.

Support standard CX launch preparation activities, including product releases, regional launches, partner integrations, and promotional campaigns.

Understand the end-to-end customer experience for a launch, with the ability to translate this understanding into support material preparation. This includes what external partners need to know to prepare for a launch to what customers will ask when they experience the launch.

Development and continuous evolution of global CX launch readiness processes, including frameworks, roles and responsibilities across CX pillars, stakeholder engagement models, tooling needs, and performance measurement.

Implement ongoing quality assessment programs to monitor and evaluate customer support agent performance, leveraging live and recorded interactions to ensure accuracy and identify coaching opportunities.

Conduct customer feedback analysis as part of quality assurance efforts, identifying trends and opportunities to improve customer interactions and operational effectiveness.

Monitor and optimize key customer journeys, identifying areas for innovation and improvement from pre-launch through post-launch support.

Collaborate with the Instructional Design team to ensure training materials are current, accurate, and aligned with product updates and customer handling best practices., San Francisco Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

City of Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring.

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CI/CD Tooling Planning Coaching Marketing Pipelines Operations Innovation Communication Risk Management Customer Service Customer Support Agile Methodology Quality Assurance Project Management Influencing Skills Program Management Release Management Quality Assessment Business Analytics Product Engineering Instructional Design Process Optimization Atlassian Confluence Promotional Campaigns Stakeholder Management Stakeholder Engagement Collaborative Software Performance Measurement Marketing Communications Corporate Communications Product Launch Readiness Customer Success Management Git (Version Control System) Employee Assistance Programs, Bachelor's degree in business, Analytics, Communications, or a related field-or demonstrated strength in these disciplines.

1-2 years of experience in Program Management, Project Management, Customer Success, Marketing, or a related field, preferably within a media or entertainment company.

Proven ability to lead and manage multiple concurrent initiatives of varying complexity and priority.

Strong background in customer success, program/project management, marketing/communications, and business/analytical disciplines.

Experience working with global customer support organizations and cross-functional teams across regions.

Demonstrated success owning relationships and leading partnership efforts with external partners and clients.

Strong understanding of agile development, CI/CD pipelines, and release management tools (e.g., Jira, Confluence, Git).

Excellent communication and stakeholder management skills, with the ability to influence and inspire cross-functional teams.

Experience implementing quality assurance programs and analyzing customer feedback to inform operational improvements.

Ability to adapt working hours to meet global business needs, with flexibility to travel as required., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Planning Coaching Marketing Pipelines Operations Innovation Communication Risk Management Customer Service Customer Support Agile Methodology Quality Assurance Project Management Influencing Skills Program Management Release Management Quality Assessment Business Analytics Product Engineering Instructional Design Process Optimization Atlassian Confluence Promotional Campaigns Stakeholder Management Stakeholder Engagement Collaborative Software Performance Measurement Marketing Communications Corporate Communications Product Launch Readiness Customer Success Management Git (Version Control System) Employee Assistance Programs +0

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Please note that this is a contract role providing services to Warner Bros. Discovery through external staffing partners of Allegis Global Solutions. If you are selected for this role, you will be employed by AGS and will not be an employee of Warner Bros. Discovery.

This role is eligible for the following benefits:

Medical, dental & vision Hospital plans 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents) Company paid short and long-term disability Health & Dependent Care Spending Accounts (HSA & DCFSA) Employee Assistance Program Time Off/Leave(PTO, Allegis Group Paid Family Leave, Parental Leave

Benefits are subject to change and may be subject to specific elections, plan, or program terms.