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Analyst, Client Relations & Operations
Warner Bros. Entertainment Group
Burbank, CA, United States
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SUMMARY OF POSITION
Warner Bros. Technical Operations Inc. (WBTO) seeks an Analyst for the Client Relations and Operations team. This position’s key objective is to measure WBTO’s success in meeting and striving to exceed operational needs of the Home Entertainment (HE) digital business and its clients. This position performs analysis in various WBTO and HE supply chain systems and workflows to identify, assess and provide solutions. Across teams and clients, this individual provides first level advice on procedures/work methods to support HE’s release plans. This role supports the Manager with specific work efforts/deliverables and shares knowledge across WBTO teams. This position also requires addressing escalations from clients and teams and reaching resolution and making recommendations.
JOB RESPONSIBILITIES
• Track and execute deliverables for assigned projects related to launch/expansion initiatives, title releases and other supply chain activities to support Home Entertainment Clients. Duties include: Review metrics regularly on KPI’s e.g. high client satisfaction, on-time delivery, identifying issues and escalating to management, track lifecycle of deliverables, communicate Home Entertainment priorities and goals to internal teams to enable capacity planning, and assist in resolving issues to improve processes (root cause/corrective action format).
• Support manager with measuring and implementing streamlined processes by KPI reporting, statistics and data analysis. Evaluate and re-engineer processes to ensure client satisfaction, continuous process improvement internally/externally and team effectiveness. Analyze process variables affecting on time delivery and provide findings and recommendations.
• Supports development and implementation of tools and mechanism to enable flexible tracking of client operational KPI’s. Also, measures client satisfaction through data analytics and reporting and consolidating results for management to present to senior leadership and clients.
• Partner with internal teams and clients to discuss status of projects and operations to ensure they are on track and provide solutions where necessary.
• Serve as Power User for systems integral to WBTO/HE supply chain (TOPS, DETE, MSB and other systems). Ensure client satisfaction with WBTO systems and tools. Work with internal development team to provide business requirements short term and long term.
• Work with Lead to drive client onboarding to WBTO Supply chain systems ( TOPS/DETE). Measure/analyze onboarding metrics to meet targets and diagnose/escalate issues. Evaluate the onboarding workflows to identify process improvements. Identify most cost effective and appropriate solutions.
• Perform special projects assigned by Manager or Director.
JOB REQUIREMENTS
• BA/BS Degree in Operations Management, Engineering or Business preferred.
• Min 2 years experience working in data/process analytics in media/entertainment or leading technology industries.
• Experience executing operational performance reporting/analytics.
• Must have strong problem solving and analytics experience.
• Min 1 year experience with digital operations environment.
• Min 2 years experience with data and information systems.
• Experience with supporting business process optimization through sound analytics.
• Project management experience.
• Experience with Lean Six Sigma operations best practices.
• Client service focused with excellent project management and analytical skills.
• Must be able to communicate and listen effectively and tactfully with all levels of personnel; in person, written, phone.
• Excellent interpersonal skills with clients at all levels.
• Must be solution-oriented.
• Working knowledge and understanding of Digital business, e.g. electronic download, rental/VOD.
• Knowledge and passion for entertainment industry a must.
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Visio, Access required.
• Experience with Excel to create reports/tables/macros and translating data into executive level “headline” style reports.
• Familiarity with SAP, various web integrated platforms.
• Trained in basic database languages and ability to write queries (JavaScript, SQL, etc) a plus.
• Strong ability to interact with technical personnel and interpret technical documents.
• Technical experience and understanding of products/services being offered, integration requirements and technology involved with end-user interaction with that product.
• Must have strong attention to detail.
• Must be able to handle multiple tasks in fast paced environment.
• Must be able to organize and schedule work effectively.
• Must be flexible with hours, including overtime, if/when necessary.
• Must be a motivated, confident self-starter and team player.
• Must be flexible, adaptable and have a positive attitude with a fast-changing environment.
• Demonstrate knowledge of Home Entertainment supply chain processes and related systems to effectively perform responsibilities.
• This person must be the type to take initiative, be proactive and not be afraid to ask questions. Departmental duties can change at any time so flexibility is a necessary trait.
The Warner Bros. Entertainment Group of Companies is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran's status (including protected veterans, as may be required by federal law), sexual orientation or any other category protected by law.