Senior Customer Experience Vendor Manager, LATAM

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

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