13 days old

Sr. Product Manager

Discovery Inc
New York, NY 10001
  • Job Code
    146120818
Discovery Inc

Location: New York, New York, United States,
Req ID: 12564

Overview

Discovery's Global Direct-to-Consumer group is a rapidly growing organization focused on developing new, innovative, and immersive digital products and content for iconic brands, including discovery+. We are working at the crossroads of technology, entertainment, and everyday utility. As content creators across the digital ecosystem, we continuously leverage our technology to create immersive viewing and interactive experiences. We tell engaging stories to millions of viewers across the Internet every day, and bring new interactive experiences to life to not only entertain, but improve the lives of our customers.

We are hiring a Sr. Product Manager, Customer Service to lead how discovery+ customers provide feedback, ratings, & access support globally. The Sr PM, Customer Service will lead the creation and launch of intuitive channels for customer feedback. In this role, the PM will lead efforts on VOC analysis and reporting, and work closely with product, engineering, and key stakeholders to ensure customer pain points are addressed. This role will also be responsible for understanding CS operations and product readiness, ensuring that training and help materials are produced for each new launch, globally.

An ideal candidate will be a driven, passionate advocate to deliver the best product experience for customers, and innovative solutions for the business. This person will make data-driven decisions, have an insatiable curiosity, build for scale, and obsess about the customer. They will relentlessly investigate defects and poor customer experiences to identify the root causes and determine how to improve the customer experience. They build trust with people from all areas of the business and have a proven track record to enable mitigations and positive outcomes. This leader takes end-to-end ownership and consistently delivers results in a fast-paced environment.

This role can be based in either New York, NY, Los Angeles, CA, or Bellevue, WA.

Responsibilities

Identify and innovate on new ways to collect customer feedback within the discovery+ product globally
Provide key customer service insights and feedback to product and other internal and external business partners, and inform product development with a clear understanding of how customers feel about our product and what is driving customer service contacts.
Drive strategic and collaborative discussions with stakeholders around what our customers are telling us, and provide visibility into customer scenarios and gaps.
Plan for operational readiness and effectively communicate product feature launches and changes to customer service team/ agents.
Create and maintain relevant Help Center content and self-service tooling to ensure customers who seek help will find resolution to the most frequently asked questions in your subject area.
Be the subject matter expert for the customer service experience and operations for discovery+ features and functionality.

Qualifications

Experience leading and driving systematic improvements across product, user experience design, and engineering teams.
Excellent written and verbal communication skills. Can communicate the results of your work clearly to your audience of cross-functional leaders and stakeholders.
Experience with monetization and marketing product features is a plus.
Experience working with engineering and data science teams to build model-based product features and solutions is a plus.
Masters degree in business or relevant work is a plus.
BS/BA degree required. A Master's Degree is a plus.
5+ years experience in one or more of the following areas: Product Management, Customer Experience or Customer Support.
Experience in gathering and compiling business insights and identifying trends from data, including a combination of data from multiple sources.
Strong user experience focus and experience, preferably with subscription based consumer products
Experience in working with global teams across multiple time zones, locations and geographies..
Media industry experience is a plus, familiarity with the customer service environment is a huge plus.
Must have the legal right to work in the United States





PI146120818

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Posted: 2021-09-03 Expires: 2021-10-04
Sponsored by:
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Sr. Product Manager

Discovery Inc
New York, NY 10001

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