Chief Operations Officer, LATAM Customer Experience Lead

hace 2 días


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

We are seeking a seasoned Chief Operations Officer to lead our LATAM Customer Experience team. Reporting to the Senior Director SVOD, Customer Experience, you will be responsible for scaling resources, optimizing costs, and ensuring high-quality customer experiences across all channels.

This role involves managing outsourcing strategies, negotiating contracts, and collaborating with internal teams to provide necessary tools, resources, and training for partner success. You will analyze data from outsourced teams to identify trends and areas for improvement, integrating customer feedback to address recurring issues and enhance the overall experience.

The ideal candidate has 15+ years of experience in Customer Experience, with strong analytical skills to evaluate performance metrics and identify trends for continuous improvement. They possess proven ability to lead cross-functional teams and manage vendor relationships, staying up-to-date on CRM technology development and demonstrating proficiency in data analysis and reporting software.

Key Responsibilities
  • Strategic Outsourcing Planning: Scale resources for growing demand, optimize costs while maintaining quality, and create contingency plans to ensure uninterrupted customer service during disruptions.
  • Vendor and Partner Relationship Management: Select and onboard partners that align with customer experience goals and market needs. Negotiate contracts and service expectations to ensure mutual benefit. Maintain ongoing communication to keep partners aligned with company priorities and policies.
  • 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. Coordinate with partners and internal teams to provide training, equipping agents to meet fan expectations.
  • 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.
  • 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.

Estimated Salary: $120,000 - $150,000 per year, depending on location and experience.


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