CX Learning & Development, Delivery Specialist (6 Mth Fixed Term Contract)

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 a Learning & Development Specialist focused on Channel Support Quality, you are passionate about building a best-in-class customer experience and bring energy, curiosity, and a proactive mindset to everything you do. In this role, you will support the design, delivery, and continuous improvement of training and quality programs for HBO Max, discovery+, and more. You thrive in a fast-paced global environment, are an engaging facilitator, and take pride in producing high-quality work. Working closely with L&D leads and Operations partners, you will help execute training curricula, maintain quality standards, and identify opportunities to improve the agent and customer experience across support channels. Responsibilities Support the creation and localization of training curriculum and quality standards for assigned support channels Develop, update, and maintain training materials including facilitator guides, agent resources, presentations, job aids, knowledge checks, and other L&D artifacts, applying adult learning principles throughout Assist in the delivery of new hire and refresher training programs across virtual and in-person channels Partner with L&D leads and Operations to identify curriculum gaps and contribute to continuous improvement initiatives Support the execution of the global QA framework, including participating in calibration sessions with contact centers to ensure quality evaluations are consistent and effective Analyze training effectiveness data and quality metrics to surface insights and recommend improvements Facilitate train-the-trainer sessions and training classes as needed Monitor support channel performance against KPIs and flag training opportunities to L&D leadership Contribute to region-specific training efforts and channel success initiatives as needs arise The Essentials Experience developing and implementing learning and development materials using adult learning and instructional design principles Strong verbal and written communication skills for collaborating with cross-functional stakeholders and team members Comfortable working with data to identify trends, surface opportunities, and support recommendations Solid project management and organizational skills; able to manage multiple tasks and deadlines simultaneously Adaptable and able to respond positively to shifting priorities in a fast-paced environment Able to work both independently and collaboratively within a team environment Attention to detail and commitment to follow-through Strong facilitation and presentation skills Experience with online collaboration and e-learning tools; familiarity with consumer support platforms a plus Education/Work Experience: Bachelor's degree in Education , Communication, Marketing, or a related field, or demonstrated strength in such disciplines 1 to 3 years of experience in learning & development, training, or a related field; media or tech industry experience a plus Experience delivering training through multiple channels and methods, including virtual tools Familiarity with quality assurance frameworks and calibration processes preferred 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 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, 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 you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.