Senior Executive, Customer Experience Training & Quality APAC

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 selves. Here you are supported, here you are celebrated, here you can 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 specifically tailored for events, releases, and launches across the APAC territories. This position offers the unique opportunity to craft effective and engaging learning experiences that are vital in advancing a world-class CX team, ensuring alignment with the specific needs and dynamics of the APAC region. 

Your Role Accountabilities

• Implement, execute and manage the learning and development strategy tailored for APAC, ensuring alignment with global standards.

• Collaborate with CX teams to design and deliver training that supports product launches, events, and customer journey enhancements tailored to each market.

• Ensure training initiatives align with business goals and reflect local market needs and priorities.

• 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.

• 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 etc.) 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.

• Willingness 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 capability building and performance enablement in customer service, call centre, or media environments—leveraging a mix of facilitation methods, tools, and technologies.

You Are:

• Relentlessly committed to delivering exceptional customer experiences, even under tight deadlines.

• Resilient, proactive, and an agile facilitator who thrives in high-pressure situations.

• Highly adaptable, with the ability to pivot quickly in fast-changing, dynamic environments.

• Prepared to support global operations, maintaining performance and focus under pressure.

• A creative problem solver and energetic self-starter who excels in high-stakes scenarios.

• Continuously driven to learn, grow, and perform in demanding, fast-paced settings.

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

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.