Launch Readiness Specialist (Hybrid - NYC)

Our customer is a leading global media and entertainment company that creates and distributes a large portfolio of content and brands across television, film, and streaming and is available in over 200 countries and territories and over 45 languages. Headquartered in New York, NY with more than 30 office locations in the United States.

We are seeking a Launch Readiness Specialist on a contract basis to support their business needs. This role is hybrid (3 days on-site and 2 days remote/week) in New York City.

Responsibilities:

• Serve as the liaison between Customer Experience (CX) and cross-functional teams supporting global programs
• Build and maintain relationships with Customer Support, Product, Engineering, Marketing, Program Management, Legal, Operations, Corporate Communications, and external partners
• Support launch readiness activities for product releases, regional launches, partner integrations, and promotional campaigns
• Develop support materials based on end-to-end customer experience and launch requirements
• Develop and continuously improve global CX launch readiness processes, frameworks, stakeholder engagement models, and performance metrics
• Implement quality assurance programs to evaluate customer support interactions and identify coaching opportunities
• Analyze customer feedback to identify trends and improve customer experience and operational effectiveness
• Monitor and optimize customer journeys from pre-launch through post-launch support
• Partner with Instructional Design teams to ensure training materials remain accurate and aligned with product updates
• Support process optimization and strategic initiatives to improve operational efficiency

Skills and Qualifications:

• Bachelor's degree in Business, Analytics, Communications, or a related field
• 1-2 years of experience in Program Management, Project Management, Customer Success, Marketing, or a related field
• Experience managing multiple complex projects and competing priorities
• Experience working with global cross-functional teams in an enterprise environment
• Experience supporting global customer support organizations
• Experience managing relationships with external partners and clients
• Strong understanding of Agile methodologies, CI/CD pipelines, and release management processes
• Experience with Jira, Confluence, Git, Asana, and Airtable
• Experience implementing quality assurance programs and analyzing customer feedback
• Strong communication, stakeholder management, and relationship-building skills
• Strong analytical, problem-solving, and organizational skills
• Ability to work independently with a high sense of urgency
• Ability to adapt working hours to support global teams and travel as needed

Preferred Qualifications:

• Experience in the media or entertainment industry

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.