Senior Vendor Manager, Customer Experience

About the role

The Senior Vendor Manager, Customer Experience will assist with the daily management and oversight of Crunchyroll’s vendor sites across the globe. You will oversee the customer support experience provided by our vendor partners, including process, service delivery, and continuous improvement. You will collaborate with the team and help us provide a top-notch customer experience to our anime fans and super-serve them.

• Develop a long-term operational strategy and support model, and lead weekly/quarterly business reviews.
• Manage and nurture relationships with Crunchyroll’s Customer Experience vendors.
• Manage the Customer Experience business support strategy to ensure the operations team is ready for launches, product, and service changes.
• Work with Customer Experience Leadership to develop vendor management and vendor footprint strategies.
• Assess and analyze vendor performance and goals, partnering with partners to define strategies to improve quality and operational efficiency.
• Create, manage, and update contracts with vendors.
• Collaborate with Knowledge Management, Learning & Development and Trust & Safety teams to manage vendor performance audits.
• Partner with Workforce Management team to define important metrics that guarantee operations are staffed, in addition to holding vendors' accountable to the predetermined staffing requirements.
• Collaborate with teams across all departments and levels of employees.
• Stay up-to-date with Customer Experience technologies, industry trends, and best practices.

In the role of Senior Vendor Manager, Customer Experience, you will report to the Director, Customer Experience.

We are considering applicants for the location(s) of Culver City, Dallas, or San Francisco.

About You

• 8+ years of experience in Customer Experience vendor management
• Experience launching new and managing existing BPO operations
• Experience working with offshore operations
• Project management experience across several programs
• Experience with Zendesk, Microsoft Office, and Google products
• Experience using data to improve efficiency within the team
• Experience working with globally distributed team members

About the Team

Do you love helping people? Do you love Anime? Come join our award-winning Customer Experience team and help us further build the best Customer Experience Team in the world! Our goal is to provide our fans with the absolute best customer experience. To us, any challenge is an opportunity to better super-serve our fans. If you're excited to make a positive impact on our fans' experiences, Crunchyroll is the place for you.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

#LifeAtCrunchyroll #LI-Hybrid