Technical Experience Lead

WarnerMedia New York, NY

About the Job

Warner Bros. has been entertaining audiences for more than 90 years through the world's most-loved characters and franchises. Warner Bros. employs people all over the world in a wide variety of disciplines. We're always on the lookout for energetic, creative people to join our team.

Warner Bros. Studio Operations (WBSO) oversees the physical operations of the historic 110-acre main lot in Burbank including its 30 soundstages and 20-acre backlot, as well as production-related services including costume, set-dressing, construction, set lighting, catering, transportation, photography and much more. The production site also hosts tours for consumers offering guests intimate views at the inner workings of thriving entertainment studios.

The Job

Harry Potter Flagship NY seeks Technical Experience Leads for the Flagship Retail NY department. Warner Bros. is continuing to expand and evolve the Wizarding World of Harry Potter and Fantastic Beasts with the opening of a Flagship Wizarding World store in New York. This store will bring to life the magic of Harry Potter and Fantastic Beasts for all Fans and Super Fans of the franchise. Flagship Retail will deliver incredible product, service and environments in spaces that truly celebrate the Wizarding World.

These Leads will support the leadership hierarchy of the store by maximizing customer and fan engagement in an awe inspiring, best in class retail environment. One of the main responsibilities for this role will be to support the store management team in segments of the business while inspiring and leading a team of brand specialists.

The Daily

Employee Supervision
Serve as lead point of contact in absence of ASM and SM.
Works closely with staff in appointed Area of Responsibility on the steps of service.
Trains and Coaches associates on brand and product knowledge
Directs staff in a tech-based experience environment to match customer needs

Store Operations
Ensures departmental area of responsibility upholds to all brand standards
Supports the management team on daily opening and closing procedures
Maintain a safe and clean work environment through coaching and education to ensure safety guidelines are adhered to.
Expert and trusted advisor to experience area
Oversees the customer journey within the experience landscape
Is directly involved with troubleshooting and tech support process
Occasionally steps in to support with any technical repair needed

Financial management
Is responsible for achieving & distributing daily goals to departmental associates.
Provides hands on assistance to supporting sales.
Focuses on UPT and APT through in the moment coaching and assistance

Customer Service
Promotes a positive and seamless guest experience.
Partners with ASM to handle and resolve all guest-related issues, ensures service standards, levels, and maximizes the customer experience.
Leads and executes strategy plan on customer engagement and strategy

The Essentials

Minimum 3 years' experience in premium retail (retail management preferred)
Exhibited proficiency for business acumen with exceptional customer service experience
Good understanding of business and financial concepts and demonstrated ability to lead the team to drive results
Established time management, prioritization, and organizational skills
Ability to communicate clearly and effectively with a positive attitude
Proficiency with Word, Excel, PowerPoint
Must have open availability for a flexible work schedule that meets the needs of the business, including overnights, evenings, holidays, and weekend shifts


The Perks

  • Exclusive WarnerMedia events and advance screenings
  • Paid time off every year to volunteer for eligible employees
  • Access to well-being tools, resources, and freebies
  • Access to in-house learning and development resources
  • Part of the WarnerMedia family of powerhouse brands