About Crunchyroll
WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.
Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.
Join our team, and help us shape the future of anime!
Crunchyroll, LLC is 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.
About the role
You will manage relationships with Crunchyroll’s Customer Experience partners for our Spanish customer support. You will manage overall customer experience business support strategy to ensure the operations team is ready for launches, product and service changes.
You will:
- Develop long-term operational strategy and support model, and lead weekly/quarterly business reviews.
- Work with CX Leadership to develop vendor management strategy.
- Assess and analyze vendor performance and KPIs, partnering with partners to define 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 strategy for partner footprint.
- Partner with Workforce Management team to develop important metrics that guarantee operations are staffed in addition to holding vendors' accountable to the predetermined staffing requirements.
- Collaborate with teams across all levels of employees.
- Learn Customer Experience best practices and technologies and industry trends.
You will report to the Senior Director of Customer Experience.
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
#LifeAtCrunchyroll #Remote
About our Values
We want to be everything for someone rather than something for everyone and we do this by 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 are 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
Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.
We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Crunchyroll, LLC is 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://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-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.
