Warner Bros. Entertainment Inc. seeks a Director, Client Solutions Consumer Products for the GBS HE/DCE/CP/Games department. The Director, Client Solutions will primarily support the relationship between WB Consumer Products (WBCP) process owners and various WB Technology teams. In addition to being strategically aligned to the business unit, this position will have primary responsibility for the on-going core technology strategic planning, management and oversight of use case and requirements process, act as the Single Point of Contact to the clients, with accountability for all Technology services, develop an in-depth understanding and knowledge of the core business unit processes, and support and lead all technology efforts that require business unit involvement.
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Work directly with WBCP process owners to develop technology opportunities into a living technology roadmap. Maintain the roadmap over time with prioritized initiatives which support and align with WBCP’s short term, near term, and long term business strategies. For each high priority initiative, document scope, cost and benefits and present as funding requests to the Capital Investment Council or WBTS GM’s. Requires strong communication, executive presence and client relationship skills.
Support execution of WBCP capital and expense projects to ensure successful client adoption. Oversee WBCP clients during the development of ‘use cases’ and ‘requirements’. Manage User Acceptance Testing (UAT), User Training, User documentation and Deployment activities that lead to successful adoption. Gain in-depth knowledge and understanding of the request and processes being implemented. Collaborate with Application Teams so that best in class solutions are identified, developed, deployed and leveraged. Requires strong cross functional communication and facilitation skills.
Act as Technology Single Point of Contact (TSPOC) for WBCP. Help resolve any technology related issues that are raised by WBCP clients; trouble-shooting, escalating, and communicating on behalf of WBCP clients until technical issues are resolved. Issues include but are not limited to: desktop, application, break-fix, “how can I?”, change in business process, business process reengineering, system enhancement requests, etc.
Identify, develop, document, and maintain a thorough understanding of the end-to-end business process that supports WBCP. Use this knowledge to develop innovative and efficient solutions when there are changes within the business, the business process, or WBCP’s portfolio of technology solutions. Maintain in-depth understanding of the connection between the WBCP’s business process and each of the existing or under-development technology solutions that support them.
Manage support of a subset of existing WBCP technology applications. Efforts include but are not limited to: Manage support vendor, document support and enhancement requirements, manage testing and deployment efforts.
JOB REQUIREMENTS
Bachelor’s degree preferred.
7+ years of experience working directly with Consumer Products groups in a technology role.
7+ years project delivery experience -- including hands on project management, business analysis, and high level technology architecture experience.
7+ years “Customer Care” experience with an emphasis on the delivery of Technology Solutions.
5+ years of financial budget management experience.
Strong client relationship skills.
Ability to manage and protect the relationship between WBTS and WBCP with a goal to becoming a trusted technology adviser and strengthening Client loyalty.
Ability to problem solve and “think on feet” in conversations with Sr. WBCP executives.
Ability to enroll Sr. WBCP executives and WBTS Technology leaders in a shared technology vision.
Ability to manage Sr. WBCP executive’s expectations.
Ability to communicate essential client requirements to WBTS Technology teams.
Strong presentation skills - ability to develop clear, high quality executive level decks.
Ability to identify and organize technology services, such as technology training or planned maintenance, to help WBCP maximize productive use of technology offerings.
In-depth Consumer Products business process knowledge.
In-depth understanding of offshore support models.
Strong coordination, planning and analytical skills.
Project Management.
Process Decomposition – recommend streamlined business processes.
Requirements / User Story Development.
Benefits / ROI Analyses.
Strong financial budget management skills.
In-depth understanding of technology interactions and solution management.
Experience with Agile and waterfall methodologies.
Strong O365 understanding, including SharePoint, OneDrive, OneNote, Project, etc.
Strong MS Office applications, including MS Project, MS Outlook, MS Visio, MS Access, MS Excel, MS PowerPoint, and MS Word.
Must be able to communicate effectively and tactfully with all levels of personnel, both in person and on the telephone.
Must be able to pay close attention to complex detail and understand written and oral instructions.
Must be able to organize and schedule work effectively.
Must be able to work well under time constraints.
Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
Must be service-oriented.
Must be able to work independently.
Must be able to work flexible hours, including possible overtime, when necessary.
Must be able to maintain confidentiality.
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