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 NYC.

This role will join the Global Customer Experience (CX) team, responsible for supporting global CX launches and broader quality initiatives. This role serves as the primary CX point of contact for global launches and events, overseeing preparation processes, driving cross-team collaboration, and ensuring readiness across CX and partner teams.

Working closely with Global CX, Marketing, and Product stakeholders, the specialist will identify opportunities to enhance the global support experience and proactively support initiatives for existing and future streaming products. Success in this role requires a strong understanding of CX and product operations, well-developed risk management instincts, and a proactive approach to planning and communication. Responsibilities include anticipating needs, preparing documentation and launch workbacks, and ensuring CX enablement for every launch to deliver seamless customer experiences across regions.

Responsibilities:

• Act as a liaison across Customer Experience (CX) and cross-functional teams, supporting global programs
• Enable CX to operate efficiently at scale through process optimization, strategic initiative support, and collaboration tool onboarding
• Build and maintain strong relationships with internal teams, including Customer Support, Product, Engineering, Marketing, Program Management, Legal, Operations, and Corporate Communications
• Support CX launch readiness for product releases, regional launches, partner integrations, and promotional campaigns
• Understand the end-to-end customer experience for launches and translate insights into support readiness materials
• Define what external partners and customers need to know before, during, and after launches
• Develop and continuously evolve global CX launch readiness processes, including frameworks, roles, responsibilities, tooling, and performance metrics
• Implement and manage quality assessment programs to evaluate customer support interactions and identify coaching opportunities
• Analyze customer feedback to identify trends and opportunities to improve CX and operational effectiveness
• Monitor and optimize key customer journeys from pre-launch through post-launch support
• Partner with Instructional Design teams to ensure training materials align with product updates and CX best practices

Skills and Qualifications:

• Bachelor’s degree in Business, Analytics, Communications, or a related field, or equivalent professional experience
• 1–2 years of experience in program management, project management, customer success, marketing, or a related function
• Hands-on experience supporting global enterprise programs with cross-regional stakeholders
• Strong product experience, including understanding global product lifecycles, launch readiness, and cross-functional dependencies
• Prior exposure to product management or experience working closely with product teams
• Experience supporting global customer support organizations across regions and time zones
• Proven ability to manage multiple concurrent initiatives of varying complexity and priority
• Strong background in CX program or project management, customer success, and operational execution
• Experience implementing quality assurance programs and analyzing customer feedback to drive operational improvements
• Ability to monitor and optimize customer journeys across pre-launch and post-launch phases
• Strong understanding of Agile development practices, CI/CD pipelines, and release management processes
• Proficiency with collaboration and delivery tools such as Jira, Confluence, and Git
• Demonstrated ability to own relationships and lead collaboration with internal and external partners
• Excellent communication and stakeholder management skills with the ability to influence cross-functional teams
• Strong analytical and problem-solving skills with attention to detail
• Flexibility to support global working hours and travel as business needs require

Preferred Qualifications

• Experience working in media, entertainment, or consumer-facing digital platforms
• Product management experience in enterprise or global environments
• Experience designing or scaling CX processes at an enterprise level

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.