Customer Experience Operations Director for Latin America

hace 20 horas

Xico, México Ellation, Inc. A tiempo completo

At Ellation, Inc., we are seeking an experienced professional to fill the role of Customer Experience Operations Director for Latin America. This is a critical position that will play a key part in shaping our customer experience strategy and ensuring that we provide the best possible service to our customers.

About the Role:

We are looking for a seasoned leader who has a deep understanding of customer experience operations and can scale resources to meet growing demand while optimizing costs. The successful candidate will be responsible for managing outsourcing strategies, vendor relationships, and internal teams to ensure seamless customer service across all channels.

Key Responsibilities:

  1. Strategic Outsourcing Planning: Develop and implement scalable outsourcing strategies to meet growing demand, optimize costs, and create contingency plans for uninterrupted customer service.
  2. Vendor and Partner Relationship Management: Select and onboard partners that align with customer experience goals and market needs, negotiate contracts, and maintain ongoing communication to keep partners aligned with company priorities and policies.
  3. Ensuring Service Quality and Consistency: Monitor key performance indicators (KPIs) to ensure partner performance meets targets, collaborate with quality assurance and CX teams to audit service standards, and coordinate with partners and internal teams to provide training and equip agents to meet fan expectations.
  4. Process Optimization and Innovation: Ensure outsourced teams provide consistent customer experiences across all channels, aligned with Crunchyroll's CX strategy, continuously improve processes, and integrate the latest technologies to drive efficiency and innovation.
  5. Cross-Functional Collaboration: Coordinate closely with internal teams to ensure outsourced teams are prepared to handle inquiries on new products or campaigns, establish a clear feedback loop for real-time updates, and leverage market expertise to stay competitive and anticipate shifts in customer expectations.
  6. Data-Driven Decision-Making: Analyze data from outsourced teams to identify trends and areas for improvement, integrate customer feedback to address recurring issues, and enhance the overall experience, collaborate with Business Analysts to centralize data, define KPIs, and create reports that inform stakeholders and support continuous improvement.

About You:

We are looking for a candidate with 15+ years of experience in customer experience, who has the ability to take a high-level view while diving into details to solve complex operational challenges, strong analytical skills to evaluate performance metrics and identify trends for continuous improvement, proven ability to lead cross-functional teams and manage vendor relationships with a focus on achieving shared goals, and familiarity with CRM technology development, including AI, and proficiency in data analysis and reporting software such as Tableau, as well as project management tools like Asana.

About the Team:

Our newly reorganized SVOD team is a dynamic blend of new hires and seasoned professionals who are passionate about enhancing customer experience. Together, we are dedicated to driving meaningful improvements in customer satisfaction.

Estimated Salary: $120,000 - $180,000 per year, depending on experience and qualifications.

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