1+ months

Head of Shared Services Governance & Customer Experience

Discovery Inc
Knoxville, TN 37902
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Discovery Inc

Location: Knoxville, Tennessee, United States,
Req ID: 32419


Position Title: Head of Shared Services Governance & Customer Experience
Location: Atlanta, GA, Burbank, CA, Knoxville, TN, or Warsaw, Poland
Reports to: EVP Head of Global Shared Services

General Summary:
The Head of Shared Services Governance and Customer Experience will hold a key leadership
position within the multi-function WBD Shared Services Organization. This position will oversee
process excellence, implement governance, and help improve the performance of the Shared
Services Organization. This role will manage third-party providers as part of the larger service
delivery network and manage internal customer and stakeholder relationships.


? This position will oversee and help drive the below competencies within the Shared
Services Organization:
  • Digital Technologies and Continuous Integration Help improve capacity,
    efficiency, process excellence, service performance of the Shared Services
    Organization with the implementation of automation and digital technologies
  • Customer Relations Set the customer relations strategy for internal and
    external customers, including problem and escalation management, priority
    management, and service quality root cause analysis
  • Vendor Management Manage third-party suppliers including Business Process
    Outsourcers (BPO), which includes exploring new opportunities to leverage
    supplier capabilities across the organization, participating in the BPO contract
    process including scoping and pricing, developing and monitoring Service Level
    Agreements (SLAs), conducting operating reviews of supplier performance, and
    overseeing schedules, budgets, and deliverable status and keep executive
    management apprised
  • Governance Maintain best measuring governance mechanisms, oversee
    security & contingency management, risk & compliance management, and
    service management committees


? Bachelor's degree in a related field (e.g. accounting, finance); Master's degree in a
related field (e.g. MBA) a plus
? Minimum of 15 years of experience of large corporation experience in global shared

? Experience in project management and process improvement (e.g. Lean Process
Improvement, Six Sigma, etc.); PMP a plus
? Experience in Generally Accepted Accounting Principles (GAAP) and experience
working in SOX compliant environment
? Experience with managing Service Level Agreements (SLA), Key Performance
Indicators (KPI), and performance metrics to drive results
? Experience managing large teams across various locations
? Attention to detail and accuracy as well as strong organizational skills and results
? Excellent written and verbal communication skills with individuals at all levels and in
multiple functions of a large multinational organization
? Ability to assess and measure impact and prioritize accordingly
? Proven ability to build confidence and trust with internal and external constituencies and
provide excellent customer service
? Strong management, training, and development experience and skills
? Demonstrated ability to contribute to a culture of excellence, integrity, and accountability
? Strong project management skills, with the ability to proactively manage a variety of
projects and timelines; demonstrate initiative, resourcefulness, and an ability to manage
multiple assignments and deliverables
? Experience in high-volume transaction experience required; This experience in the
media industry is a plus
? Experience with SAP accounting systems and implementation of those systems
? Willingness and ability to travel

Current WBD employees will be given preferential consideration for this opportunity. This position will only be posted for five business days.


Posted: 2022-06-01 Expires: 2022-07-03

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Head of Shared Services Governance & Customer Experience

Discovery Inc
Knoxville, TN 37902

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