Senior Customer Experience Vendor Manager, LATAM

hace 3 días


Ciudad de México, Ciudad de México Crunchyroll A tiempo completo
About Crunchyroll

We're a global community of anime and manga fans, and we're passionate about delivering the best possible experience for our members. As a Senior Customer Experience Vendor Manager, you'll play a key role in shaping our customer experience strategy and ensuring that our vendors meet our high standards.

About the Role

You'll be responsible for managing relationships with our Customer Experience partners, developing and implementing operational strategies to ensure seamless customer support. Your expertise will help us drive quality and efficiency in our vendor management, and you'll work closely with our CX Leadership team to develop and execute our vendor management strategy.

Key Responsibilities:

  • Develop and implement operational strategies to ensure seamless customer support
  • Manage relationships with Customer Experience partners
  • Assess and analyze vendor performance and KPIs
  • Create and manage contracts with vendors
  • Collaborate with Knowledge Management, Learning & Development, and Trust & Safety teams
  • Define strategy for partner footprint
  • Partner with Workforce Management team to develop important metrics
About You

We're looking for a seasoned professional with 8+ years of experience in Customer Experience vendor management. You'll need to be proficient in Spanish and English, and have a proven track record of launching new BPO operations and working with off-shore teams. You'll also need to be comfortable with Zendesk, Microsoft Office, and Google products, and have experience making data-informed decisions.

We're an equal opportunity employer and value diversity at Crunchyroll. We're committed to creating a workplace that's inclusive and respectful, and we're proud to be a part of the Sony Group Corporation.


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