Position Summary

We’re excited to announce that we’re recruiting a Senior Product Manager at Dplay. Dplay is Discovery’s direct-to-consumer entertainment platform available throughout the APAC and EMEA regions. Here at Dplay, we ideate and bring to life transformational video-on-demand products; redefining how lovers of Discovery’s content engage with the shows they know-and-love across the globe. This role will lead the strategy, creation and on-going improvements of CX-focussed platform for Dplay internationally.

As a Senior Product Manager, you will work with cross-functional teams to guide CX-focussed products from strategy to launch–connecting the customer, technology and business worlds.

You’ll work closely with the Director of Operations and Director of CX to ensure all customer and internal product feedback is analysed, stress-tested, documented and briefed into the Central Product, Technology, Data, Growth and CX teams for implementation.

At Dplay, we’re responsible for guiding our products throughout the full-execution cycle–focusing on analysing, positioning, packaging, promoting, and tailoring our solutions to our end-users.

As a Dplay team member, you will be part of shaping how millions of users across the globe consume Discovery’s vast catalogue of content on a daily basis.

Responsibilities

1. Act as the voice of the customer
2. Work with the Business Operations, CX, and regional Dplay D2C leads to collate and refine product requirements to be channelled into the central Product team
3. Identify new CX focussed-product opportunities and improvements
4. Continually analyse usage and engagement of the international Zendesk platforms–identifying key areas for information discoverability and improvements in information hierarchy
5. Work with the platform Product Owners to identify and implement product opportunities to best anticipate user issues or concerns, and how we best solve their pain points
6. Work with the Director of CX to be the face and point of contact for CX international expansion and related initiatives
7. Collect and identify new product feature requests and follow up with product leads for implementation
8. Review product implementation and participate in Go/No Go processes with stakeholders ahead of market launches
9. Support local stakeholders to ensure that they have the required level of CX reporting
10. Continual collaboration with stakeholders (both internal and external) to identify, manage and resolve CX related dependencies or blockers
11. Research and understand new CX product trends and capabilities coming to, or already available in the market
12. Accountable for the definition and development of functionality and features to improve efficiency and business profitability
13. Work to improve efficiency on the front end and back end systems to develop editorial effectiveness and improve CX and workflows
14. Manage communication between the Dplay Product team and the customer. Review release notes and external communications to keep our audience up to date with product improvement– improving the user experience
15. Document current and ongoing processes in Confluence and share knowledge across the CX team and wider business
16. Communicate audience pain points and positive feedback, briefing the Dplay Product teams on a regular basis
17. Establish regular meetings with analytics teams to review changes in audience behaviour, and update Director of Customer Experience on Customer Experience ahead of Town Hall meetings and internal briefings to senior stakeholders
18. Document CX processes and share these across the team for efficiency and transparency
19. Work with the Director of Customer Experience on the expansion of international CX operations