Senior Customer Experience Vendor Manager, LATAM

hace 1 semana

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 art and culture of anime to our audience. Our mission is to help everyone belong, and we're committed to creating a welcoming and inclusive environment for all.

As a leading streaming service, we offer a wide range of anime and manga content to over 100 million fans across 200+ countries and territories. We're constantly innovating and expanding our services to meet the evolving needs of our community.

About the Role

We're seeking a highly skilled and experienced Customer Experience Vendor Manager to join our team. As a key member of our Customer Experience team, you'll be responsible for managing relationships with our Customer Experience partners for our Spanish customer support. You'll work closely with our CX Leadership team to develop and implement a vendor management strategy that ensures the highest level of customer satisfaction and operational efficiency.

Your key responsibilities will include:

  • Developing and implementing a long-term operational strategy and support model for our Customer Experience partners.
  • Working with CX Leadership to develop and implement a vendor management strategy that aligns with our business goals.
  • Assessing and analyzing vendor performance and KPIs, and working with partners to define strategies to improve quality and operational efficiency.
  • Creating, managing, and updating contracts with vendors.
  • Collaborating with Knowledge Management, Learning & Development, and Trust & Safety teams to manage vendor performance audits.
  • Defining strategy for partner footprint and working with Workforce Management team to develop important metrics that guarantee operations are staffed.
  • Collaborating with teams across all levels of employees to ensure seamless communication and execution.
  • Staying up-to-date with Customer Experience best practices and technologies, and industry trends.

You'll report to the Senior Director of Customer Experience and will be part of a dynamic and collaborative team that's passionate about delivering exceptional customer experiences.

About You

We're looking for a highly skilled and experienced Customer Experience Vendor Manager who has a proven track record of success in managing vendor relationships and developing operational strategies. You'll have:

  • 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.

We're an equal opportunity employer and value diversity at Crunchyroll. We're committed to creating a welcoming and inclusive environment for all employees, and we're proud to be an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

Questions about Crunchyroll's hiring process? Please check out our Hiring FAQs: https://www.crunchyroll.com/hiring-faqs

Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.

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