Warner Bros. Discovery · 2 days ago
Assistant Manager, Customer Services - US East Coast
Carlstadt, NJ
Full-time
Onsite
Mid Level
$54K/yr - $100K/yr
3+ years expWarner Bros. Discovery is a leading media and entertainment company that offers career-defining opportunities. The Customer Services Assistant Manager is responsible for overseeing customer communication and service resolution, managing a team, and ensuring high-quality customer experiences across East Coast Retail.
PublishingDigital MediaMedia and EntertainmentAdvertisingBroadcastingDigital EntertainmentFilm ProductionNews
Responsibilities
Oversee daily customer service activity for e-commerce and store related enquiries across East Coast
Ensure timely and accurate responses to customer enquiries, complaints and requests through all communication channels
Manage the end-to-end returns process for e-commerce orders, coordinating with warehouse teams to ensure accurate and efficient handling
Act as the escalation point for complex or sensitive customer issues, ensuring appropriate resolution
Review and approve refunds, replacements and goodwill gestures within agreed guidelines
Ensure customer communication templates and responses remain accurate, up to date and aligned with brand tone
Maintain service standards that align with brand expectations and guest experience goals
Identify opportunities to improve customer service workflows, response efficiency and documentation
Support the development and maintenance of customer service procedures and reference materials
Ensure compliance with data protection, privacy and customer communication standards
Lead, coach and develop Customer Service Lead and Customer Service Associates
Set clear expectations for service quality, response times and communication standards
Support onboarding, training and ongoing development to build confidence and consistency within the Customer Services team
Monitor performance and provide regular feedback to support growth and accountability
Regularly take responsibility for full warehouse operations schedule, partnering with other managers on labor requirements
Track customer feedback, enquiry trends and recurring issues across e-commerce and stores
Monitor online reviews, comments and guest sentiment across key platforms including structuring a response process to maintain contact with all customers leaving feedback
Prepare regular summaries and insights for leadership, highlighting trends, risks and opportunities for improvement across areas with any identified actions
Partner with store and warehouse leadership teams to address root causes of customer concerns
Maintain trackers for enquiry volume, response times and resolution outcomes
Work closely with Warehouse and E-Commerce Operations to align returns processing, stock resolution and order fulfilment accuracy
Partner with Store Operations leadership in Chicago, New York and future stores to resolve store related enquiries and follow up actions
Act as a leader in the Warehouse, overseeing operations and team members as required per management schedule
Collaborate with Marketing, PR and E-commerce teams on customer communication, website information, all messaging and service improvements
Support alignment between customer service processes and operational execution
Track and share positive customer feedback and recognition related to store and warehouse teams
Support employee recognition initiatives by identifying service excellence and guest commendations
Partner with leadership to ensure customer feedback is communicated back to teams in a timely and meaningful way
Qualification
Required
Three to five years' experience in customer service, retail operations or e-commerce support roles
Previous experience leading or supervising customer service teams
Strong written and verbal communication skills
Experience handling returns, order enquiries and customer escalations
Ability to analyse customer feedback and translate insights into action
Comfortable working in a warehouse or operational environment
Proficiency with customer service systems, order management tools and Microsoft Office
Preferred
Experience within retail store, e-commerce and branded environments
Benefits
Health insurance coverage
An employee wellness program
Life and disability insurance
A retirement savings plan
Paid holidays and sick time
Vacation
Company
Warner Bros. Discovery
Warner Bros.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$17.5BKey Investors
JP Morgan
2025-12-05Acquired
2025-06-09Post Ipo Debt· $17.5B
2005-07-15IPO
Leadership Team
David Zaslav
President and CEO
Mark Thompson
CEO
Recent News
The Tech Portal
2026-02-12
WSJ.com: US Business
2026-02-12
2026-02-12
Company data provided by crunchbase