Senior CX Agent Platforms Product Manager

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

As a Senior CX Agent Platforms Product Manager, you'll lead the implementation of new solutions that enhance both CX Agent Experience and customer satisfaction (CSAT). You'll collaborate with cross-departmental teams to identify problems and develop product features and user stories. Your role will include facilitating brainstorming sessions, writing detailed product briefs, and delivering clear requirements for both technical and non-technical partners. You will continue to use data to guide the product roadmap and optimize for the best performance.

You will collaborate with internal partners across Customer Experience, Trust & Safety, Legal, Product Management, Program Management, Engineering, and other departments to support important programs and ensure seamless collaboration across all departments. You will also be responsible for communicating externally with our third-party vendors that comprise the Customer Experience tech stack.

• Oversee a roadmap for new and existing CX Technology tools.

• Develop and implement strategies to enhance customer satisfaction (CSAT) through improved self-service and agent tools.

• Collaborate with cross-departmental teams to identify business problems and develop high-level product epics, features, and user stories.

• Conduct regular brainstorming and specification sessions to ensure agreement across departments and partner organizations.

• Author detailed product briefs explaining the rationale and goals for new programs.

• Deliver streamlined product requirements that are easily understood by both technical and non-technical audiences.

• Write user stories and acceptance criteria to bring your product strategy to life, collaborating with Customer Service, Engineering, Program Management, Acquisitions, Legal, Finance, and Analytics.

• Be the main contact for product-related questions, issues, and feedback, and communicate with partners and leadership.

• Manage and prioritize the product backlog, addressing delivery impediments or quality issues.

• Collaborate with product managers, program managers, engineers, designers, and other partners throughout the product development process.

• Analyze insights and use data to inform decisions.

In the role of Senior CX Product Manager Agent Platforms, you will report to the Director, CX Product & Technology.

We are considering applicants for the location of San Francisco, CA.

About You

We get excited about candidates, like you, because...

• 8+ years of experience in product management within Customer Experience or Customer Experience technology – preferably in the tech, e-Commerce, streaming media, or entertainment industry

• Experience building and rolling out product features from start to finish

• Experience managing technical projects specifically related to CX, including platform migrations, integrations, RFPs, third-party platforms launches/optimizations, and Gen AI

• Experience with CX tools and platforms such as CCaaS, chatbots, CMS, WFM, including Salesforce Service Cloud, Salesforce OMS, Sierra AI

• Experience with API integrations

• Expertise with Customer Experience metrics

• Experience working with globally distributed teams

• Experience working with third-party vendors

• BS degree or equivalent experience required

About the Team

Join Crunchyroll's Customer Experience Technology Team (CXT) and be part of the largest anime streaming provider as we expand our global reach! CXT is crucial in building and maintaining the tech stack used to support our fans and our customer service agents. Our mission is to deliver the next-level anime streaming experience by understanding and anticipating our users' needs and providing them with quick resolution.

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 - San Francisco, CA
$178,000—$220,000 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.

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

Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.