Job Description

Company Overview WarnerMedia showcases some of the most iconic and cherished entertainment, news and sports brands in the world, but we are much more than that. WarnerMedia is truly where art meets science. Our combination of cutting-edge technology and an unrivaled commitment to groundbreaking storytelling builds a sense of community and meaningful connection that is shaping the future of media. We create rewarding opportunities across our entire family of brands, while championing a spirit of inclusion, innovation, self-development and support. Join WarnerMedia as we think big, live true and make the stories that move the world. The Job Directs, guides and manages a customer service team that delivers an exceptional experience for HBO GO SEA customers throughout a large, geographic area, in multiple time zones. Leads the team in meeting the high expectations of customers for prompt resolution of concerns & inquiries. Uses their strategic and operational skills to build, design and maintain a system of programs and processes that maximize productivity, leverages resources and complies with budgets, ensuring a healthy operational climate while delivering results. This is a highly collaborative role that will partner across multiple groups within HBO Go South East Asia. The Daily

• Overall accountability for all elements of the eCommerce customer service department
• Develops key performance initiatives, (KPIs) goals and reports to assess and measure the team and department’s performance and overall success
• Partners daily with the Digital Marketing team to stay aware of visual or site performance changes and modifications, preventing customer issues before they may arise
• Creates scripts/responses to streamline replies for email, calls and social media inquiries, maximizing productivity
• Designs, manages and improves operational processes/workflows for customer inquiries, modifying as needed to improve customer experience or quicken response time
• Motivates, coaches and develops managers/supervisors to their best potential and performance, ensuring a strong work environment where agents feel motivated and engaged, improving the customer service experience
• Leverages and shares data/reporting with upper management to keep all stakeholders aware of department performance and results
• Keeps their skills current with new technology and evolving industry trends impacting customer service and eCommerce; creates initiatives to consistently improve our ability to service customers
• Researches the industry and especially, comparable sites. Keeps our site best-in-class in the industry to deliver the best experience and protect the brand
• Identifies and investigates reoccurring issues and delivers solutions that address root causes, mitigating reoccurrence

The Essentials

• Bachelors Degree preferred
• Experience in building high performance teams with a focus on delivering excellence.
• Must demonstrate extensive knowledge of industry standards and an ability to stay up to date with eCommerce innovation
• Outstanding communicator with high intellectual horsepower and thought leadership; interpersonally savvy individual who can relate to people at all levels of an organization and build strong working relationships quickly
• Highly resilient and stress resistant - able to manage through change and lead change effectively in complex situations and under pressure
• High initiative - must be a self-starter with a positive “can do” approach
• Comfortable and effective when managing a high-volume workload with speed, accuracy and efficiency
• Experience working in a highly fast-paced environment, being accountable and learning from mistakes.
• Fluency in English required.

The Perks

• Exclusive WarnerMedia events and advance screenings
• Paid time off every year to volunteer for eligible employees
• Access to well-being tools, resources, and freebies
• Access to in-house learning and development resources
• Part of the WarnerMedia family of powerhouse brands

WarnerMedia embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law. If you’re a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@warnermedia.com.