Senior CX Program Manager - Process Excellence and Change

Applied Labs; Northern, Los Angeles (KY, CA); Hybrid; USD 144,000 - 160,000; Full time

Benefits offered by this job

Salary + bonus

Flexible time off

Medical, dental, vision insurance

401(k) plan with employer match

Commuter benefits

Family support program

Pet friendly offices

Job summary

Crunchyroll is seeking two Senior CX Program Managers to drive process excellence, governance, and cross‑functional execution across the Customer Experience organization. You will implement a standardized Change Framework and partner with CX leaders to optimize operations, scale operating models, and ensure governance and continuous improvement.

Ideal candidates bring 12+ years in process excellence and program management, plus expertise in Lean/Six Sigma, Asana, and Salesforce Service Cloud,

Qualifications

• Bachelor's degree in business/ops/engineering or related field.
• 12+ years in Process Excellence, BPM, or Customer Experience operations.
• Experience designing scalable process frameworks, governance, operating models.
• Knowledge of Lean, Six Sigma, BPM and process mapping methodologies.
• Experience managing enterprise initiatives using Asana.
• Strong understanding of AI technologies and workflow automation.
• Working knowledge of Salesforce Service Cloud and customer support tech.

Responsibilities

• Streamline processes and enable leaders to focus on strategic initiatives.
• Establish standardized intake, governance, and communication for CX initiatives.
• Document current and future-state workflows across CX operations.
• Optimize agent workflows and internal procedures for efficiency and quality.
• Identify bottlenecks and opportunities to standardize and scale processes.
• Lead end-to-end process redesign for performance and experience.
• Create SOPs, governance artifacts, and scalable operating models.

Skills

Process excellence

Cross-functional collaboration

AI in operations

Project management

Asana

Education

Bachelor's degree in Business Admin./Ops Mgmt./Industrial Eng./PM/IS

Tools

Salesforce Service Cloud

Job description

Crunchyroll is seeking two Senior CX Program Managers to drive process excellence, governance, and cross‑functional execution across the Customer Experience organization. You will implement a standardized Change Framework and partner with CX leaders to optimize operations, scale operating models, and ensure governance and continuous improvement.

Ideal candidates bring 12+ years in process excellence and program management, plus expertise in Lean/Six Sigma, Asana, and Salesforce Service Cloud,