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About the Role

As an Associate CX Manager, EMEA, you will provide operational support to Senior Customer Experience Managers, leading partner alignment, driving performance improvements, and ensuring process adherence. Your work directly impacts agent success, partner consistency, and customer experience by supporting day-to-day partner operations and ensuring Partner Team Leads are aligned on goals, performance expectations, and processes. You will leverage data and feedback to identify trends, address performance gaps, and drive continuous improvement across partners, acting as a key link between internal and external teams for consistent execution and communication. Success is measured by operational efficiency, partner alignment, and measurable improvements in customer experience outcomes. You will report to the Senior Customer Experience Vendor Manager, EMEA.

Responsibilities

Be the primary contact for BPO/vendor partner Team Leads, ensuring consistent alignment on goals, processes, and expectations.
Lead regular syncs, maintain clear communication across EMEA languages, and ensure partners effectively implement updates from process changes.
Monitor queue health, operational metrics, and agent-level performance on a daily basis.
Partner with Team Leads to review weekly goals, track progress, and ensure accountability through structured follow-ups and action plans.
Identify recurring operational issues, escalate with proposed solutions, and collaborate with Quality, Training, and other partners to drive sustainable improvements.
Participate in process change initiatives and ensure consistent execution across regions.
Share performance insights, trends, and recommendations with CX Managers.
Deliver regular reporting, including agent performance summaries and VOC insights, to support data-driven decision-making.
Provide ongoing coaching and feedback to Partner Team Leads to improve agent performance and leadership effectiveness.
Support recognition programs, facilitate agent engagement initiatives such as focus groups, and help build a high-performing, motivated partner network.

Requirements

5+ years of experience in customer experience in a vendor/BPO environment, or operations.
Experience leading Team Leads and driving performance to deliver business outcomes.
Strong knowledge of customer interactions and expectations across the EMEA region.
Experience adapting approaches to diverse markets and cultural nuances.
Experience interpreting KPIs, identifying trends, and translating insights into actionable improvements.
Experience in influencing partner performance and aligning multiple stakeholders across different regions, functions, and levels of seniority.
Hands-on experience with CCaaS platforms such as Zendesk, Salesforce, or similar tools.
Experience with CX tools and platforms, including Chatbots, CMS, and WFM, as well as Sierra AI.
Experience working in a globally matrixed organization.

Skills

Customer Experience
Vendor/BPO Operations
Team Lead Management
Performance Management
KPI Analysis
Process Improvement
Stakeholder Communication
Reporting
Coaching
CCaaS Platforms (Zendesk, Salesforce)
CX Tools (Chatbots, CMS, WFM)
Sierra AI

Location

Berlin, Germany

Work Type

Hybrid

Experience Level

5+ years

Benefits

Great compensation package including salary plus performance bonus earning potential, paid annually.
Flexible time off policies.
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.
Some offices are pet friendly.

About the Company

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community, super-serving over 100 million anime and manga fans across 200+ countries and territories.
Crunchyroll helps fans connect with the stories and characters they crave through online and in-person experiences, including streaming video, theatrical, games, merchandise, and events.
Crunchyroll 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.

Equal Opportunity

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.