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Product Manager for CX Data Insights

1 month ago

New York, New York, United States Warner Bros. Discovery Full time
About the Role

We are seeking a highly skilled Product Manager to join our team at Warner Bros. Discovery. As a Product Manager for CX Data Insights, you will play a critical role in shaping our customer experience strategy by leveraging AI/ML and automation initiatives.

Key Responsibilities
  • Extract actionable insights from CX data using existing or custom analytics tools.
  • Create impactful presentations for CX stakeholders leveraging both quantitative and qualitative data.
  • Address ad hoc data requests with timely and innovative data analysis to support business decisions.
  • Implement and maintain the usage of AI/ML tools across CX, ensuring their accuracy and effectiveness.
  • Liaise with CX, Tech, and Product teams to align AI/ML and automation strategies and initiatives.
Requirements
  • 3-5 years relevant work experience.
  • Bachelor's degree in a relevant field or equivalent work experience in customer experience and data analysis.
  • Basic knowledge of CX Support data and metrics such as Contact Volumes, Ops KPIs, and SLAs.
  • Knowledge and experience with AI/ML technologies and their applications in CX.
  • Proficient in Python and SQL. Preferred experience with Salesforce and Looker.
  • Familiarity with statistical analysis such as probability theory, regression analysis, and correlation analysis.
  • Ability to learn new technologies with relative ease and speed.
  • Excellent written and verbal communication skills, with the ability to effectively convey insights to technical and non-technical stakeholders.
About Warner Bros. Discovery

Warner Bros. Discovery is an equal opportunity employer committed to building a diverse and inclusive workforce. We take seriously our responsibility to ensure equitable access to employment and opportunities in a manner that upholds our human rights obligations.

Reasonable accommodation is available upon request for eligible candidates.