About the Role
As a Senior CX Customer Platforms Product Manager, youll lead the implementation of new solutions that enhance our customers experience through automation and self-service. Youll 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, 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.
Oversee a roadmap for new and existing CX Technology tools, including our Help Center and AI chat platform.
Develop and implement strategies to enhance customer satisfaction (CSAT) through improved self-service and GenAI 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 Customer Platforms Product Manager, 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 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