Senior Program Manager - Customer Experience
Core
Strategic operational advisor driving process excellence, operational transformation, and cross-functional execution to optimize efficiency and build scalable operating models for the Customer Experience organization.
Role type
Senior IC Program Manager (Process Excellence & Operational Transformation)
Builds
Standardized process frameworks, governance models, scalable operating models, and unified operating models connecting initiative management and change management.
Domain
Entertainment (Anime/Manga) + Operations Management + Process Improvement
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Process Excellence, Business Process Improvement, Program Management, Management Consulting, Customer Experience Operations, Process Mapping, Lean, Six Sigma, Business Process Management (BPM), Enterprise Initiative Management, AI Technologies, Workflow Automation, Salesforce Service Cloud
Preferred skills
None stated
Technologies
Asana, Salesforce Service Cloud
Responsibilities
Design and own the Customer Experience Process Change Framework; Streamline processes to enable strategic decision-making; Analyze and map current-state and future-state workflows; Evaluate and optimize agent workflows and operational procedures; Identify operational bottlenecks and lead end-to-end process redesign; Develop standardized process documentation, SOPs, and governance artifacts; Partner to create a unified operating model; Develop governance structures, milestone tracking, executive reporting, and risk management processes; Facilitate governance meetings and steering committees; Lead operational readiness planning and change management activities for new processes and AI capabilities; Champion a culture of continuous improvement and data-driven decision-making.
Seniority
Senior, hands-on IC