Account and Support Management Specialist

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 Role Accountabilities…

• Provides comprehensive support for press, clients, and internal teams by managing access to WBTVD, WBFYC, and WBD Screeners platforms.
• Delivers assistance through multiple channels, including ticketing systems, chat and email.
• Conducts QA and UI application testing as it pertains to access or site function and collaborates with Product and SIE teams to implement bug fixes and ensure timely resolution of user issues.
• Reviews and approves site access applications, ensuring compliance with security protocols. Manages account maintenance by providing timely and accurate updates.
• Processes publicity screener lists to enable pre-air title access. Communicates embargo guidelines to users and oversees screener access requests to safeguard content integrity.
• Develops key art and episodic assets to support domestic and international sales agreements.
• Coordinates asset delivery with the Photo team, creates WBTVD billboards, and publishes key art and episodic images for client access.
• Cross-collaboration with Marketing, Sales and Studio Engagement teams to develop user access points (permissions) for domestic and international digital needs.
• Develops workflow training materials through tutorials, videos, and live-stream sessions for effective knowledge transfer.
• Performs other related duties as required

Qualifications & Experience…

Work Experience

• 2 years’ experience working in the entertainment industry
• Experience working in a studio environment preferred
• Experience working in a highly matrixed environment preferred 

Education, Professional Training, Technical Training or Certification

• Bachelor’s Degree in a marketing, business, or technical discipline
• Film School or TV & Film Production experience is a BONUS

Knowledge/Skills

• 3 or more years of experience using CMS systems in a CSR facing role. Emphasis in studio client servicing and technical support a plus
• Working knowledge of television/film production and distribution, showing a strong interest in press, media, and industry trends
• Create training materials and conduct training as part of onboarding process for internal team members
• Develops and implements strategic initiatives to enhance user satisfaction and optimize processes
• Sound business judgment and integrity with emphasis on maintaining a balance between client needs and the overall functioning of internal applications
• Familiarity using SendGrid and Microsoft to manage external communications, including e-blast communications
• Adobe Creative Suite (Photoshop, InDesign) experience
• Experience providing leadership in resolving escalated client issues and ensuring timely resolution                                         
• Collaborate with cross-functional teams and stakeholders to provide seamless integration of account management and support functionality
• Drive continuous improvement efforts to streamline operations
• Manages special projects, as assigned.
• Keep informed of internal/studio wide updates to effectively manage and communicate changes to stakeholders and team members

Other Requirements

• Excellent interpersonal skills; must be able to interface with internal staff and external clients at all levels.
• Must have the ability to work independently and be a self-starter
• Strong organizational and follow-through skills with demonstrated ability to handle and to prioritize multiple responsibilities.
• Must be able to pay close attention to details.
• Must be able to work additional hours when needed
• Strong verbal and written communication skills
• Experience handling multiple programs simultaneously in a fast-paced changing 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

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, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status 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.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery’s total compensation package for employees. Pay Range: $42,224.00 - $78,416.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and sick time and vacation.

If you’re a qualified candidate with an arrest or conviction record, please know that your application will be considered in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.