Senior CX Program & Process Excellence Leader

Crunchyroll, LLC; Los Angeles (CA); Hybrid; USD 144,000 - 160,000; Full time

Benefits offered by this job

Salary plus performance bonus

Flexible time off

Medical, dental, vision insurance

401(k) with employer match

Pet friendly offices

Job summary

Crunchyroll, LLC in Los Angeles is seeking two Senior CX Program Managers to act as strategic operational advisors within the Customer Experience organization. You will drive process excellence, transformation, and cross-functional execution across CX and partner with CX leaders to optimize efficiency.

You will design, implement, and own the Customer Experience Process Change Framework, establishing intake, governance, and communication for operational changes.

Qualifications

• 12+ years of experience in Process Excellence, Business Process Improvement, Operational Excellence, Program Management, or Customer Experience Operations.
• Experience designing scalable process frameworks, governance models, and operating models.
• Knowledge of Lean, Six Sigma, BPM and related continuous improvement methodologies.

Responsibilities

• Streamline processes and improve communication to enable leaders to focus on strategic initiatives.
• Establish standardized intake, prioritization, governance, implementation, and communication for all CX initiatives.
• Map and document current and future state workflows across CX, including customer-facing and agent-facing processes.
• Evaluate and optimize agent workflows and support processes to improve efficiency and customer outcomes.
• Lead end-to-end process redesign initiatives to improve performance, employee experience, and customer outcomes.

Skills

Process excellence

Operational transformation

Cross-functional execution

Lean/Six Sigma

Project management

Education

Bachelor's degree (Business Administration / Operations / related)

Tools

Asana

Job description

Crunchyroll, LLC in Los Angeles is seeking two Senior CX Program Managers to act as strategic operational advisors within the Customer Experience organization. You will drive process excellence, transformation, and cross-functional execution across CX and partner with CX leaders to optimize efficiency.

You will design, implement, and own the Customer Experience Process Change Framework, establishing intake, governance, and communication for operational changes.