Technology and Operations - Program Manager - IT IV

Overview

The Technical Project Manager (TPM), CRM Operations will play a critical role in enabling the successful delivery of complex, high-impact CRM initiatives across Warner Bros. Discovery’s global streaming portfolio. This role partners closely with the Director of CRM Programs to manage intake, planning, coordination, and execution of highly technical CRM work spanning transactional messaging, monetization, research, promotions, and legal/service communications.

This role is designed to bring structure, predictability, and visibility to a growing volume of global CRM requests, allowing senior CRM leadership to focus on strategy, scale, and risk management. The TPM will own the operational and program-management backbone for CRM delivery while working cross-functionally with Engineering, Product, Marketing, Legal, Data, and regional teams.

• Global Intake & Prioritization:
  Own the centralized intake process for all global CRM requests; triage and organize requests based on business impact, technical complexity, regional scope, and compliance risk; partner with CRM leadership to establish clear priorities, sequencing, and delivery expectations.
• Program & Project Management:
  Build and manage end-to-end project plans for CRM initiatives, including timelines, dependencies, milestones, and launch readiness; coordinate across Engineering, Product, Mar Tech, Data, Legal, CX, and regional stakeholders; lead project kickoffs, status reviews, and risk/issue tracking forums; proactively identify risks, blockers, and tradeoffs, escalating with clear options and recommendations.
• Technical Coordination:
  Serve as the primary coordination point between CRM platforms, data pipelines, and engineering teams; translate technical constraints and dependencies into clear plans and timelines for non-technical stakeholders; ensure alignment across environments (UAT, production) and readiness for launch.
• Launch Execution & BAU Transition:
  Own launch planning, go/no-go coordination, and post-launch monitoring plans; ensure all stakeholders are aligned on scope, timing, and support models; drive clean handoffs from launch activities into business-as-usual (BAU) operations.
• Communication & Visibility:
  Maintain a single source of truth for program timelines, priorities, risks, and decisions; deliver concise, executive-ready status updates; reduce ad-hoc inbound noise by establishing clear processes, documentation, and communication cadences.

• Enterprise-level program or project management experience (5+ years).
• Experience in CRM, Mar Tech, or customer lifecycle platforms (5+ years);
  Braze is the CRM currently used internally.
• Demonstrated ability to manage complex, high-stakes programs with multiple stakeholders (5+ years); experience communicating with high-level execs and stakeholders.

• Braze CRM experience.
• BA or other degree.

• Proven experience managing cross-functional initiatives involving Engineering, Product, and Data teams.
• Strong technical fluency with the ability to understand systems, data flows, and platform dependencies.
• Demonstrated ability to manage complex, high-stakes programs with multiple stakeholders.
• Excellent communication, organization, and problem-solving skills.
• Experience supporting subscription, retention, or customer engagement programs.
• Experience working in global, multi-region environments with localization requirements.
• Familiarity working with Legal and Compliance partners on customer-facing systems.

• Experience in CRM, Mar Tech, or customer lifecycle platforms.
• Project management tools (Jira, , Confluence).

None required.

• Sourcing in the US.
• Remote role.

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”