Senior Executive, Customer Experience Training & Quality APAC

Warner Media, LLC.; Ontario; On-site; CAD 80,000 - 110,000; Full time

Job summary

Warner Bros. Discovery is seeking a Senior Executive for Customer Experience Training & Quality, focusing on the APAC region. The role involves developing and delivering training programs, collaborating with teams, and ensuring alignment with global standards. Candidates should possess strong communication and analytical skills, with a commitment to customer experience excellence.

Qualifications

• Minimum 3 years of experience in training delivery within a customer service environment.
• Proven experience in developing comprehensive L&D programs.

Responsibilities

• Develop and deliver a global training curriculum for APAC.
• Analyze customer interaction data to identify learning opportunities.
• Create innovative training programs suitable for APAC.

Skills

Communication

Analytical

Facilitation

Collaboration

Education

Bachelor’s degree in Education

Bachelor’s degree in Communication

Bachelor’s degree in Marketing

Job description

Welcome to Warner Bros. Discovery… the 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 self. Here you are supported, celebrated, and encouraged to thrive.

Your New Role

As the Senior Executive, Customer Experience Training & Quality (APAC), you will play a critical role within Warner Bros. Discovery's Global Customer Experience (CX) Learning, Development, Delivery team, focusing on supporting the Asia Pacific (APAC) region. Your responsibilities include developing, localizing, and delivering a superior global training curriculum tailored for events, releases, and launches across APAC. This position offers a unique opportunity to craft effective and engaging learning experiences vital for advancing a world-class CX team, ensuring alignment with the specific needs and dynamics of the region.

Your Role Accountabilities

• Implement, execute, and manage the learning and development strategy tailored for APAC, ensuring alignment with global standards.
• Collaborate with the CX team to align training initiatives with business objectives and market-specific requirements.
• Create and execute innovative training programs suitable for APAC and applicable globally.
• Analyze customer interaction data to identify learning opportunities and adjust training accordingly.
• Engage in calibration sessions and monitoring to maintain training standards and advocate performance.
• Work with CX teams to update training materials with the latest processes and information for all events and product launches.
• Promote a team culture of continuous learning and support across regions.
• Develop and sustain relationships with external partners to achieve CX goals.
• Use KPIs and analytics (e.g., AHT, CSAT) to evaluate training effectiveness and make data-driven improvements.
• Provide detailed reports on training outcomes to management.
• Remain current with L&D trends to improve educational content and methodologies.
• Gather and integrate feedback from training sessions for program enhancement.
• Ensure L&D initiatives are culturally sensitive and inclusive.
• Facilitate Train the Trainer sessions and direct advocate training as needed.

Qualifications & Experience

• Proven experience in developing comprehensive L&D programs, both online and offline.
• Expertise in adult learning and instructional design principles.
• Proficient in virtual and in-person team collaboration.
• Excellent interpersonal, communication, facilitation, and presentation skills.
• Strong analytical abilities with a focus on data-driven decision making.
• Highly organized, capable of managing multiple priorities under tight deadlines.
• Able to work independently and collaboratively, adapting quickly to changes.
• Willing to travel for business needs.
• Fluent in English and preferably in Indonesian, Mandarin, or Thai.
• Bachelor’s degree in Education, Communication, Marketing, or a related field.
• Minimum 3 years of experience in training delivery within a customer service, call center, or media environment, utilizing diverse methods and tools.

You Are

• Committed to excellence in customer experience.
• Resilient, proactive, and a skilled facilitator.
• Adaptable to a dynamic work environment.
• Capable of supporting global operations around the clock.
• A creative problem solver and energetic self-starter.
• Continuously driven to learn and excel in your field.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles along with some insights from the team on what they mean and how they show up in their day-to-day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery 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, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability, or any other category protected by law.

If you’re a qualified candidate with a disability and require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.