WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.
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 Product Manager, Customer Experience Technology, you will lead the strategy to replace and improve our customer service CRM and helpdesk tools. You'll lead the selection and implementation of new solutions, manage the request for proposal (RFP) process, and enhance both customer experience agent experience and customer satisfaction (CSAT). You'll collaborate with teams to identify problems and develop product epics, features, and user stories. You will facilitate brainstorming sessions, write detailed product briefs, and deliver precise requirements for Customer Service, Engineering, Program Management, Acquisitions, Legal, Finance, and Analytics.
Key Responsibilities:
- Create strategies for customer service CRM and helpdesk tool replacement and optimization by collaborating with the Customer Experience team and customers to inform feature development and prioritization.
- Lead the selection and implementation process for new helpdesk tools, including market review and RFP.
- Develop and implement strategies to enhance customer satisfaction (CSAT) through improved helpdesk and admin tools.
- Collaborate with 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 projects.
- Deliver streamlined product requirements that are easily understood by technical and non-technical audiences.
- Be the primary contact for product-related questions, issues, and feedback.
- Manage 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.
In the role of a Senior Product Manager, Customer Experience Technology, you will report to the Senior Director, Product.
We are considering applicants for the location of Culver City, San Francisco, or Dallas.
About You
We get excited about candidates, like you, because...
- 5+ years of experience shipping products and features for a consumer technology company.
- Specific experience with Customer Experience (CX) tools and helpdesk integrations.
- Track record in transaction flows, e-commerce, and checkout systems.
- Expertise in driving strategic growth for subscription and streaming service products.
- Experience working with Customer Service teams.
- Experience with customer experience metrics, including customer satisfaction and agent productivity metrics.
- Experience using technology to enhance operational efficiency, improve customer satisfaction, and exceed productivity goals.
- Excellent product judgment: You make sound judgments based on tradeoffs between different solutions, complex problems, multiple partners, and many constraints. You have an in-depth understanding of what makes a user experience good or bad and deliver what the customer wants to do.
- Experience writing detailed product specs and documentation: You easily recognize aesthetic and functional details and make decisions about what details are important.
- Experience managing multiple simultaneous projects
- Experience communicating complex technical concepts to a variety of audiences with the ability to engage partners and collaborators to guide collaboration and understanding
About the Team
Join Crunchyroll’s Product Team and be part of the largest anime streaming provider as we expand our global reach! Our Product Team is crucial to creating the app experience enjoyed by millions daily. Our mission is to deliver a creative anime streaming experience by understanding and anticipating our users' needs.
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
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
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Courage. We believe that when we overcome fear, we enable our best selves.
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Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
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Service. We serve our community with humility, enabling joy and belonging for others.
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Kaizen. We have a growth mindset committed to constant forward progress.
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 beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.
What the Team is Saying
What We Do
Crunchyroll is the world’s largest destination for anime and manga focused on creating 360° experiences — from video to merchandise, events, and gaming — for fans to connect through the content they love.
Why Work With Us
The quality of our company is a direct result of the quality of our people, so we take the process and art of hiring very seriously. Every position we recruit against is an opportunity for us to enhance and directly impact our culture and climate, and it is a reflection of the values we uphold.
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Crunchyroll Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Two in-person days per week. Tuesdays and Thursdays are the company-wide days for ALL team members to be in the office, and individuals may choose to come in more if the please.
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