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    Senior Vendor Manager, Customer Experience - Dallas, United States - Ellation

    Ellation
    Ellation Dallas, United States

    3 weeks ago

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    Description
    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 or Dallas.

    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

    #J-18808-Ljbffr
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