Discovery Direct-to-Consumer
An inside look at our culture, engineering philosophy, & how we're building our innovative products.
New York, NY

Head of Customer Care at Discovery Direct-to-Consumer

| Greater NYC Area
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Overview
Discovery, Inc. is a global leader in real life entertainment, serving a passionate audience of superfans around the world with content that inspires, informs and entertains. Discovery delivers over 8,000 hours of original programming each year and has category leadership across deeply loved content genres around the world. Available in 220 countries and territories and nearly 50 languages, Discovery is a platform innovator, reaching viewers on all screens, including TV Everywhere products such as the GO portfolio of apps; direct-to-consumer streaming services such as discovery+, Food Network Kitchen and MotorTrend OnDemand; digital-first and social content from Group Nine Media; a landmark natural history and factual content partnership with the BBC; and a strategic alliance with PGA TOUR to create the international home of golf. Discovery's portfolio of premium brands includes Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery, Travel Channel, MotorTrend, Animal Planet, Science Channel, and the forthcoming multi-platform JV with Chip and Joanna Gaines, Magnolia Network, as well as OWN: Oprah Winfrey Network in the U.S., Discovery Kids in Latin America, and Eurosport, the leading provider of locally relevant, premium sports and Home of the Olympic Games across Europe. For more information, please visit corporate.discovery.com and follow @DiscoveryIncTV across social platforms.
We are hiring a Head of Customer Care to lead the direct service and support for customers of Discovery + as well as a number of other direct to consumer products targeting more niche audiences around the world. Part of the DTC Executive Leadership team, the Head of Customer Care will be a strategic partner to business lines across the direct-to-consumer business, placing customers at the core of our decision making and ensuring that customer-centric, data-driven decision making is used throughout the team. They will partner with product, tech and brand teams as well as corporate services to address customer care issues across the globe. They will create a culture that delights customers through their end-to-end experience, solves customers problems efficiently, and surprises customers with delightful experiences.
This role will take the existing teams and agencies around the world, and from those disparate foundations, build a world class customer care team that helps customers solve issues they encounter with our products in a timely and practical manner, whether customers are using mobile, tablets, web, connected TV, voice, or other emerging technologies. They and their team will identify the root causes of customer problems, drive timely resolution, and use those insights to drive systematic improvements and delightful customer experiences within the direct-to-consumer products. They will use insights and data to build and drive intuitive, automated, and self-service solutions that make it easy for customers to get the help needed when they need it, with as little friction as possible. The Head of Customer Care will also build teams that provide premium, contextual support for vertical specific and consumer support across platforms.
An ideal candidate will be a driven, passionate advocate for delivering the best experience for customers globally. This person will make data-driven decisions, have an insatiable curiosity, build for scale, and obsess about the customer. The will relentlessly investigate defects and poor customer experiences to identify the root cause and determine how to improve the customer experience. They are a leader that the team loves to work with because they inspire, develop, and care for their diverse, global team members. They build trust with people from all areas of the business and have a proven track record. This leader takes end-to-end ownership and consistently delivers results in a fast-paced environment.
Responsibilities
  • Build and manage a scalable customer support infrastructure that meets the needs of Discovery+ and the other DTC businesses globally.
  • Partner with senior business, product, brand and content leaders to determine the strategic goals, plans, and operating practices to deliver a world-class consumer experience through our products and high-performing support teams.
  • Partner with Corporate service leaders on technology solutions and customer support for corporate care.
  • Drive consistent and efficient operating support processes and standards across business units, while tailoring unique solutions to each business when needed.
  • Establish support models, operating practices, metrics, and feedback mechanisms to deeply understand the customers and deliver an exceptional support experience.
  • Identify root causes of customer defects and partner closely with product teams to solve these root causes through product enhancements and integrated self-service support.
  • Leverage data and insights to drive innovative customer education and product enhancements throughout the end-to-end product experience, including mobile apps, tablets, voice, web, and connected TVs.
  • Partner closely with data science and analytics leaders to provide thought leadership on how we leverage data-driven algorithms and techniques to improve the customer experience and address defects.
  • Build a scalable team organization to provide support for common product features across our direct-to-consumer products (e.g. payments/subscriptions), as well as contextual support (e.g. addressing industry and vertical specific questions).
  • Lead the end-to-end planning and execution of all customer support initiatives.
  • Hire, manage, and develop customer support leaders and professionals, helping them enhance their skills, while creating a fun and engaging culture that helps them prosper.

Qualifications
  • Minimum of 10+ years of proven experience in customer support, operations, and/or product leadership, ideally in a global/multi-market environment.
  • Minimum of 7+ years managing customer support, operations, and/or product professionals, with responsibilities that included day-to-day management, professional development, hiring and retention, and coaching and mentoring.
  • Demonstrated ability to work across support/operations, product, engineering, and analytics teams to evaluate new ideas, discuss business and operational concepts, create scalable and efficient processes, implement new systems, and make tradeoffs to remove roadblocks.
  • Expertise in customer support processes, technologies, and operating models.
  • Expertise in identifying defect root causes and driving systematic change to improve the products and/or processes that cause the issue.
  • Experience leading and driving improvements across large scale support teams.
  • Experience in leading customer support managers across multiple locations, functions, and areas of focus.
  • Experience leading international teams.
  • Experience working with engineering and data science teams to design and build proactive, self-service customer education and support systems.
  • Excellent written and verbal communication skills. Can communicate the results of your work clearly to your audience.

Want to Learn More?
Learn more about our company culture and life at Discovery, Inc. at https://corporate.discovery.com/
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Where we are

Home to world-renowned shops, buildings, museums, and restaurants, this neighborhood really captures the New York spirit.

Technology we use

  • Engineering
    • GolangLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
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What are Discovery Direct-to-Consumer Perks + Benefits

Culture
Volunteer in local community
Annual Impact Day where the office volunteers together. Opportunities to volunteer through People Portal. New Hires are given $25 to donate to cause of their choice. Discovery offers matching programs
Partners with Nonprofits
RISE, Turn Up Fight Hunger, Adopt a Family, Oceana, Discovery Project CAT, Give a Little TLC, Inspire a Difference, Building a Difference, Talent Unlimited.
Friends outside of work
Eat lunch together
Intracompany committees
Discovery Women's Network, ableDisability, Multicultural Alliance, Discovery PriDe, Parents at Discovery, Discovery GreenD, Generation D, Discovery Veteran's Association.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Discovery Women's Network, ableDisability, Multicultural Alliance, Discovery PriDe, Generation D, Discovery Veteran's Association.
Hiring Practices that Promote Diversity
Diverse slate required for leadership roles.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
Paid industry certifications

Jobs at Discovery Direct-to-Consumer
57

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Greater NYC Area
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Greater NYC Area
1 week ago
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Greater NYC Area
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1 week ago
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Greater NYC Area
1 week ago
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Photo Director

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Greater NYC Area
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Greater NYC Area
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Greater NYC Area
1 week ago
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Employee Experience Team Coordinator

Discovery Direct-to-Consumer
Greater NYC Area
1 week ago
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DTC Media Science Analyst

Discovery Direct-to-Consumer
Greater NYC Area
1 week ago
Overview Our Team Marketing Science powers Discovery's internal Global Subscriber Acquisition Team managing the data and analytics for all owned & paid media globally. Data engineering, analysis, operations and data science expertise all sit within the team to streamline collaboration and create agility. We are an in-house data product team working with big data, including analytics, smart tv data and MMPs to measure billions of media impressions

Sr. People & Culture Partner

Discovery Direct-to-Consumer
Greater NYC Area
1 week ago
Responsibilities 1. Partner with the People & Culture team and clients to execute against the people strategy in line with the business goals. Understand the business and the top priorities to execute against the people strategy in line with the business goals. 2. Actively contribute to the business strategy; provide People & Culture expertise and challenge to the management team 3. Proactively provide creative and engaging solutions to motivate employees at different career points (ie: early career, management, leadership)

Specialist - LifeWorks & Inclusion

Discovery Direct-to-Consumer
Greater NYC Area
1 week ago
OverviewDiscovery is committed to being an employer of choice, and a great and inclusive place to work.The Global LifeWorks & Inclusion team is a specialist function of People & Culture (HR) that focuses on building a healthy and inclusive work environment, as well as a culture that supports balance, flexibility and values different points of view in order to help employees perform at their peak at work, at home and in their community.We embrace

Manager - Digital Ad Technology

Discovery Direct-to-Consumer
Greater NYC Area
1 week ago
OverviewThe Digital Advertising Technology Manager will manage the daily operations of the Digital Advertising Technology front end team. The manager will work with Sales and Ad Operations leadership on both long-term strategy and meeting the short-term goals of the business, as well as work alongside internal and external stakeholders to both define and drive technical advertising projects and integrations. Responsibilities 4+ years of

Software Development Engineer III

Discovery Direct-to-Consumer
Greater NYC Area
16 hours ago
Overview What we are As television and media habits change, our mission remains true to the principles that founded Discovery - every day we seek to ignite people's curiosity to engage, entertain and enlighten the world around them through amazing viewing experiences. The Direct to Consumer Group (DTC) is a technology company within Discovery that is responsible for building a global streaming video platform to support a broad collection of

Manager, Pricing and Promotions

Discovery Direct-to-Consumer
Greater NYC Area
16 hours ago
OverviewThe Manager of Pricing and Promotions will be responsible for pricing and promotions analysis for Discovery+ including DTC and B2B models. In this role, the successful candidate will focus on long-term revenue and long-term value analysis of Discovery+ subscribers. The Manager of Pricing and Promotions will work with Finance teams on predictive models for all pricing promotions including take rate, retention analysis and revenue forecast.