Director - Workforce Support LATAM

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: 
This role sets direction for managing IT support services via Tech Bars & the Global Service Desk (in Mexico city), in the South America region with ability to deliver a high-quality support strategy.  This role is highly visible and is an integral link between the IT service delivery leadership teams and our end users. This role needs to work with global teams and Leadership teams in Atlanta and mainland Americas to build strategies and processes aligned with WBD’s end-user computer support needs.

Your Role Accountabilities: 

OPERATIONS/PROJECT MANAGEMENT 

• Plan & manage work responsibilities for Workforce Support & Service Desk for South America region, with existing operations team in the region.  

• Assist in creating, applying, and upholding Service Management policies and procedures within GWS to align with the rest of the organization. 

• Help set the strategy for managing responsibly & effectively multiple teams in the region, training strategy and work with international peers to drive a consistent process.  

• Help set direction for global team with management of local vendors to ensure the delivery of IT services that are cost effective and of the highest quality. 

• Fiscal efficiency - Support budget planning, track expenses to align with the organization fiscal goals.  

• Work with Key business LT stakeholders to understand the business requirement and align the IT support requirement as per the need.  

• Manage the team’s regular work performance, reviews, performance improvement plans.  

• Responsible to ensure a seamless onboarding and offboarding experience for employees across Americas region. 

• Hardware Ordering/Budget Management – Improved hardware ordering and procurement alignment for new/refresh and other hardware needs for WBD customers in Americas. 

• Lead in the development of hardware standards to reduce costs and enhance support. 

• Escalations – act as the in-time zone escalation leader for LT escalations and rally the teams in the region to resolve escalations/heightened requests.  

• Ensure that GWS comprehends and adheres to all Global Information Content Security policies and procedures. 

• Participate in the T&O intake approval process to review all Intake requests to validate and verify everything is accounted for from a support perspective. 

• Tooling - work closely with our internal app teams like ServiceNow, Zoom, O365 to ensure our teams are best and most efficiently using the tools at our disposal.  

STRATEGY 

• Help set strategy for Global Service Desk and Workforce Support technical resources to support PC, MacOS, mobile devices and other technical areas.  

• Business Relationship stewardship - collaborate with key stakeholders to understand needs and dependencies to better align business processes. 

• Global Standardization - Assist in developing and executing a methodology to evaluate, prioritize and monitor the success of the business processes. Ensure team is functioning as a global function using universal KPIs, dashboards and reports.  

• Work closely with various cross function org to understand the change, draw strategy to cover the support for global users. 

• Ability to build a framework and drive development through dynamic business intelligence tools and dashboards for use in ongoing business planning and goal measurement through KPIs. 

• Encourage a culture of innovation, teamwork, and ongoing education, with an emphasis on delivering high-quality customer service.  

• Improve our employee review and goal management processes, in line with corporate guidelines and help develop a hi-po, performance-pay culture across all teams and regions. 

ANALYTICS  

• Develop comprehensive performance analysis of business processes and review ways of improvement. 

Qualifications & Experiences: 

• 10+ years of prior experience in a related field (media, entertainment, business development or streaming services industry experience a plus) 

• Superior analytical and problem-solving skills, including power Bi & Service now tools. 

• Experience developing financial models in Excel AND facilitating business discussions. 

• Expert user of Microsoft Office (Excel, PowerPoint, Word) to prepare all documents, presentations, graphs, briefings, and worksheets. 

• A passion for accuracy and translating insights into a compelling narrative; able to maintain a balance between the details and the larger picture. 

• Excellent written and verbal communication. 

• Superb relationship building skills. 

• Work collaboratively w/small teams. 

• Ability to handle multiple assignments concurrently. 

Not Required but preferred experience: 

• Educational qualification - master’s degree in computers. 

• 10+ years of post-master’s degree experience in a related field (entertainment or entertainment) 

• Knowledge of and passion for media, entertainment, and technology industries (including key players, growth trends and drivers, new media models, industry structure, etc.) 

• Familiarity with streaming and similar products/services  

• Experience working in a national or global company 

• Some visualization tool knowledge would be helpful (i.e. Tableau, Power BI) 

• Comfortable in working in highly iterative and somewhat unstructured environment

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.