Senior Program Manager - Customer Experience

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

The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.

Pay Transparency - Los Angeles, CA

$144,000—$160,000 USD

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.

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