Staff, User and Service Experience Product Manager

Job Description

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The Staff, User and Service Experience Product Manager will play a pivotal role in identifying and implementing user and service optimization opportunities within the organization. This position is based in Atlanta and is responsible f o r improving quality of service and user experience through pursuing continual improvement initiatives for enterprise services. These initiatives involve understanding user needs and implementing innovative optimization opportunities (including technology advancement, automation, process and design improvements) that improve services and benefit the users of Enterprise Services.
As a key contributor to the ESM T team, the Staff, User and Service Experience Product Manager will focus on assessing opportunities to enhance user and service performance, managing the pipeline for optimization initiatives, and driving the implementation of these opportunities. This role requires a detail-oriented professional with a strong background in product management and user experience optimization.
Your Role Accountabilities...
USER AND SERVICE OPTIMIZATION STRATEGY
• Develop and implement user and service optimization strategies that align with the organization's transformation goals.
• Oversee the development and maintenance of user and service optimization roadmaps.
• Collaborate with senior leadership to define the strategic direction of user and service optimization operations.
• Identify and evaluate emerging technologies to drive innovation within the user and service optimization process.
• Lead detailing service flow and processes to identify areas that can be optimized .
• Lead gathering of information on user requirements/needs and analysis of user experience measures.
• Collaborate with stakeholders to understand user needs and implement innovative optimization opportunities.
OPPORTUNITY SCREENING, EVALUATION, AND CONFIRMATION
• Manage and update the pipeline for innovation and optimization opportunities, ensuring quality.
• Investigate and research for a given opportunity to understand viability.
• Ensure each opportunity has a robust business case, cost case, value case, and approach documented.
• Work with relevant stakeholders to comprehensively assess key factors (particularly user experience) to select opportunities.
• Drive the refinement and development of opportunities into implementable optimization projects.
OPPORTUNITY IMPLEMENTATION AND VALUE REALIZATION
• Involve d in implement i ng projects across all service lifecycle stages where needed.
• Act as a SME in supporting sustained optimization.
• Agree benefits tracking approach with relevant parties.
• Monitor product performance on an ongoing basis to identify areas for improvement or optimization.
STAKEHOLDER ENGAGEMENT
• Build and maintain strong relationships with key stakeholders, including ESMO teams, IT, and business units.
• Facilitate communication and collaboration between stakeholders to ensure alignment on optimization initiatives.
• Act as a liaison between technical teams and business users to translate requirements and ensure successful implementation of optimization projects.

Qualifications & Experiences...
• 8 + years of experience in product management and user experience optimization, preferably within Enterprise Service Management or related fields.
• Proven track record of managing optimization initiatives and providing technical support for enterprise applications.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Bachelor's degree in Information Technology , Business Administration, or a related field.
Not Required but preferred experience:
• Project Management Professional (PMP) certification or equivalent.
• Experience with ServiceNow platform and products.
• Familiarity with the media and entertainment industries or experience in a global organization.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. 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 require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-xkkp0q-35-215-184-102-42 in your application.