Crunchyroll · 1 day ago
Senior CX Agent Platforms Product Manager
San Francisco, CA
Full-time
Onsite
Senior Level, Lead/Staff
$178K/yr - $220K/yr
8+ years expCrunchyroll is a leading anime streaming provider that connects a passionate community of over 100 million fans. The Senior CX Agent Platforms Product Manager will lead the implementation of solutions to enhance the customer experience and satisfaction, collaborating with various departments to develop product features and user stories.
Subscription ServiceVideo
Responsibilities
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
Qualification
Required
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
Benefits
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!
Company
Crunchyroll
Crunchyroll is a video service provider for Japanese animated productions and Asian media services. It is a sub-organization of Ellation.
1001-5000 employees
H1B Sponsorship
Crunchyroll has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (23)
2024 (15)
2023 (6)
2022 (8)
Funding
Current Stage
Late StageTotal Funding
$26.8MKey Investors
Otter MediaTV Tokyo
2020-12-09Acquired
2015-11-20Series Unknown· $22M
2010-03-25Series Unknown· $0.75M
Leadership Team
Punnoose Isaac
SVP and Head of Center for Data and Insights
Monique Barash
VP, People & Capabilities
Recent News
2026-01-11
Android Headlines
2026-01-06
Company data provided by crunchbase