Senior Customer Experience Vendor Manager, LATAM

hace 4 días

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

We're a passionate community of anime and manga fans, and we're on a mission to help everyone belong. Our team is dedicated to delivering the art and culture of anime to our fans around the world.

About the Role

We're seeking a Senior Customer Experience Vendor Manager to join our team in LATAM. As a key member of our Customer Experience team, you'll be responsible for managing relationships with our Customer Experience partners and developing a business support strategy to ensure our operations team is ready for launches, product and service changes.

Key Responsibilities
  • Develop a long-term operational strategy and support model, and lead weekly/quarterly business reviews.
  • Work with CX Leadership to develop a vendor management strategy.
  • Assess and analyze vendor performance and KPIs, partnering with partners to define a strategy to improve quality and operational efficiency.
  • Create, manage, and update contracts with vendors.
  • Collaborate with Knowledge Management, Learning & Development, and Trust & Safety to manage vendor performance audits.
  • Define a strategy for partner footprint.
  • Partner with Workforce Management to develop important metrics that guarantee operations are staffed, and hold vendors accountable to predetermined staffing requirements.
  • Collaborate with teams across all levels of employees.
  • Stay up-to-date on Customer Experience best practices and technologies, and industry trends.
About You
  • 8+ years of experience in Customer Experience vendor management.
  • Written and spoken proficiency in Spanish and English.
  • Prior experience launching new BPO operations.
  • Experience working with off-shore operations.
  • Experience establishing procedures to ensure client satisfaction across initiatives.
  • Experience with Zendesk, Microsoft Office, and Google products.
  • Experience making data-informed decisions.
  • Experience working with an international organization.
About Our Values

We're committed to living and modeling our values in all that we do. We value:

  • Courage: We believe that when we overcome fear, we enable our best selves.
  • Curiosity: We're curious, which is the gateway to empathy, inclusion, and understanding.
  • Service: We serve our community with humility, enabling joy and belonging for others.
  • Kaizen: We have a growth mindset committed to constant forward progress.
Our Commitment to Diversity and Inclusion

We're an equal opportunity employer and value diversity at Crunchyroll. We're committed to creating an inclusive environment where everyone feels welcome and valued. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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