Senior Product Manager, Customer Experience Technology

About Crunchyroll

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.