Senior Customer Experience Manager (Contract)

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

• Develop long-term operational strategy and support model, and lead weekly/quarterly business reviews.
• Manage and drive relationships with Crunchyroll’s CX vendors for our Portuguese customer support. Manage overall customer experience business support strategy to ensure the operations team is ready for launches, product and service changes.
• Work with CX Leadership to develop vendor management strategy.
• Responsible for assessing and analyzing vendor performance and KPIs, partnering with partners to define strategy to improve quality and operational efficiency.
• Responsible for creating, managing and updating contracts with vendors as needed.
• Collaborate with Knowledge Management, Learning & Development and Trust & Safety to manage vendor performance audits.
• Define strategy for vendor footprint.
• Partner with WFM team to define and execute on key metrics that guarantee operations are properly staffed in addition to holding vendors' accountable to the predetermined staffing requirements.
• Collaborate with cross functional teams across all levels of employees.
• Proactive on learning CX best practices and staying up to date with CX technologies and industry trends.

We are considering applicants for the location of Brazil. This position is CLT (Consolidacao de leis trabalhistas), set for a 12 month timeline.

About You

• 8+ years of experience in Customer Experience vendor management
• Written and spoken proficiency in Portuguese and English
• Prior experience launching new BPO operations
• Preferred Experience working with off-shore operations
• Excellent project management and organization skills, able to multitask across initiatives
• Experience working with WhatsApp Chat Support is required.
• Experience with ZenDesk, Microsoft Office, and Google products is a plus
• Top level critical thinking, problem solving skills and written/verbal communication
• Analytically and detail oriented with a focus on leveraging data to drive efficiencies within the team
• Self-motivated and driven to help our fans
• Ability to work a flexible schedule, if needed, to accommodate international vendors

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