Senior Product Manager, CX AI Chat

<div class="content-intro"><h2 data-pm-slice="1 1 []">About Crunchyroll</h2> <p>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.</p> <p>Join our team, and help us shape the future of anime!</p></div><h2>About the role</h2> <p data-pm-slice="1 1 []">As a Senior Product Manager, CX AI Chat, you'll lead the implementation of new solutions that enhance our customers' experience through automation and self-service. 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.</p> <p>You will collaborate with internal partners across Customer Experience, Legal, Product Management, Program Management, Engineering, and other departments to support important programs and ensure seamless collaboration across all departments. You will also communicate externally with our third-party vendors that comprise the Customer Experience tech stack.</p> <ul> <li>Oversee a roadmap for new and existing CX Technology tools, including our Help Center and AI chat platform.</li> <li>Develop and implement strategies to enhance customer satisfaction (CSAT) through improved self-service and GenAI tools.</li> <li>Collaborate with cross-departmental teams to identify business problems and develop high-level product epics, features, and user stories.</li> <li>Conduct regular brainstorming and specification sessions to ensure agreement across departments and partner organizations.</li> <li>Author detailed product briefs explaining the rationale and goals for new programs.</li> <li>Deliver streamlined product requirements that are easily understood by both technical and non-technical audiences.</li> <li>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.</li> <li>Be the main contact for product-related questions, issues, and feedback, and communicate with partners and leadership.</li> <li>Manage and prioritize the product backlog, addressing delivery impediments or quality issues.</li> <li>Collaborate with product mana