Senior Vendor Manager, Customer Experience
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!
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
The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.
Pay Transparency - San Francisco, CA
$92,720—$115,900 USD
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.
