Senior Program Manager - Customer Experience

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

About Crunchyroll

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

About the role

We are seeking two (2) Senior CX Program Managers who will serve as a strategic operational advisors. You will drive process excellence, operational transformation, and cross-functional execution across the Customer Experience organization. You will partner with CX leaders to optimize operational efficiency, build scalable operating models, and ensure initiatives are executed through strong governance, structured program management, and continuous process improvement.

In this role you will design, implement, and own the Customer Experience Process Change Framework—a standardized intake, evaluation, governance, implementation, and communication model for all operational changes. This framework will become the foundation for how CX evaluates, prioritizes, implements, and communicates operational change.

Strategic Thought Partner & Trusted Advisor

• Streamline processes and improve communication in order to enable leaders to focus on strategic initiatives and high level decision making
• Establish standardized intake, prioritization, governance, implementation, and communication processes for all Customer Experience initiatives.
• Analyze, map, and document current-state and future-state workflows across Customer Experience, including customer-facing, agent-facing, and internal operational processes.
• Evaluate and optimize agent workflows, support processes, and operational procedures to improve efficiency, consistency, quality, and customer outcomes.
• Identify operational bottlenecks, inefficiencies, and opportunities to simplify, standardize, automate, and scale processes.
• Lead end-to-end process redesign initiatives that improve operational performance, employee experience, and customer experience.
• Develop standardized process documentation, SOPs, governance artifacts, operational playbooks, and scalable operating models that support organizational growth and continuous improvement.

Program Management & Operational Governance

• Partner with the CX team and cross functional partners to create a unified operating model that connects initiative management, process governance, change management, and operational readiness.
• Develop governance structures, milestone tracking, executive reporting, dashboards, and risk management processes that improve visibility and execution.
• Facilitate governance meetings, executive steering committees, and cross-functional working sessions while driving accountability across stakeholder groups.

Change Management & Organizational Enablement

• Lead operational readiness planning and change management activities for new processes, systems, AI capabilities, and enterprise initiatives.
• Collaborate with Learning & Development and operational leaders to develop communication strategies, documentation, and training plans that drive successful adoption.
• Champion a culture of continuous improvement, operational excellence, innovation, and data-driven decision-making throughout Customer Experience.

About You

• 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 Business Process Management (BPM).
• Experience managing enterprise initiatives using project management platforms such as Asana.
• Strong understanding of AI technologies, workflow automation strategies, and how AI can improve operational workflows and customer experiences.
• Working knowledge of Salesforce Service Cloud capabilities and customer support technologies.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

#LifeAtCrunchyroll #LI-Hybrid

$144,000 - $160,000 USD

Pay Transparency - Los Angeles, CA

About our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value

• Courage. We believe that when we overcome fear, we enable our best selves.

• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.

• Kaizen. We have a growth mindset committed to constant forward progress.

• Service. We serve our community with humility, enabling joy and belonging for others.

Our commitment to diversity and inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.

We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.

Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs

Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf