Senior CX Transformation & Process Innovation Lead

Crunchyroll; Los Angeles (CA); On-site; USD 144,000 - 160,000; Full time

Benefits offered by this job

Salary + performance bonus

Flexible time off

Medical, dental, vision, STD, LTD, and

Job summary

Crunchyroll is seeking two Senior CX Program Managers to act as strategic operational advisors. You will drive process excellence and cross-functional execution across Customer Experience, partnering with CX leaders to optimize efficiency and scalable operating models.

You will design, implement, and own the CX Process Change Framework, shaping how CX evaluates, prioritizes, and communicates operational change across the organization.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Project Management, Information Systems, or a related field.
• 12+ years of experience in Process Excellence, Business Process Improvement, Operational Excellence, Program Management, Management Consulting, or Customer Experience Operations.
• Experience designing and implementing scalable process frameworks, governance models, and operating models.
• Knowledge of process mapping methodologies and continuous improvement frameworks such as Lean, Six Sigma, or BPM.

Responsibilities

• Streamline processes and improve communication to enable leaders to focus on strategic initiatives.
• Establish standardized intake, prioritization, governance, implementation, and communication processes for CX initiatives.
• Analyze, map, and document current-state and future-state workflows across Customer Experience.
• Evaluate and optimize agent workflows, support processes, and operational procedures to improve efficiency and customer outcomes.
• Identify bottlenecks and opportunities to simplify, automate, and scale processes.
• Lead end-to-end process redesign initiatives to improve performance and experience.
• Develop SOPs, governance artifacts, and scalable operating models.

Skills

Process excellence

Program management

Operational excellence

Management consulting

Customer experience operations

Education

Bachelor's degree in related field

Tools

Asana

Salesforce Service Cloud

Job description

Crunchyroll is seeking two Senior CX Program Managers to act as strategic operational advisors. You will drive process excellence and cross-functional execution across Customer Experience, partnering with CX leaders to optimize efficiency and scalable operating models.

You will design, implement, and own the CX Process Change Framework, shaping how CX evaluates, prioritizes, and communicates operational change across the organization.