Senior CX Agent Platforms Product Manager, Crunchyroll
$178-220k
+ Performance bonus earning potential
3 days a week in office
Streaming service for anime and manga
Be an early applicant
Streaming service for anime and manga
1001+ employees
Be an early applicant
$178-220k
+ Performance bonus earning potential
3 days a week in office
1001+ employees
Company mission
To create experiences for anime and manga fans, and to enable them to connect through the content they love.
Role
Who you are
- 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
What the job involves
- As a Senior CX Agent Platforms Product Manager, you'll lead the implementation of new solutions that enhance both CX Agent Experience and customer satisfaction (CSAT)
- 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
- You will collaborate with internal partners across Customer Experience, Trust & Safety, Legal, Product Management, Program Management, Engineering, and other departments to support important programs and ensure seamless collaboration across all departments
- You will also be responsible for communicating externally with our third-party vendors that comprise the Customer Experience tech stack
- 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
- In the role of Senior CX Product Manager Agent Platforms, you will report to the Director, CX Product & Technology
Our take
In recent decades, anime - encompassing Japanese, Korean, and Chinese animation 0 has transitioned from a niche interest to a formidable industry, boasting a global market worth approximately $30B. Despite this growth, distribution has historically posed challenges, with series and films often reaching overseas audiences through disparate channels, if at all. Crunchyroll emerged to address this issue by consolidating the largest collection of anime into a single streaming service.
Sony's acquisition of Crunchyroll in 2021 for $1.75B expanded the platform's reach, integrating Sony's extensive animation library into its offerings. this move also positioned Crunchyroll for heightened competition against streaming giant Netflix, known for its substantial investments in anime production and acquisition. Currently, Crunchyroll maintains an unrivaled library of anime content, boasting over 44,000 episodes that have attracted over 0M paying subscribers.
While Crunchyroll initially offered a free, ad-supported tier to its vast community, it appears poised to phase out this option, transitioning to a subscription-based model for all new series. Despite this shift, the platform has implemented a global reduction in fees to stimulate subscription uptake. The success of this strategy remains to be seen, but past experiences with companies like Hulu suggest that it may drive subscription growth and mitigate piracy
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Mar 2010
$0.8m
EARLY VC
Feb 2008
$4.1m
SERIES A
Total funding: $4.9m
Company benefits
- 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!
Company HQ
Miracle Mile, Los Angeles, CA
Leadership
Kun Gao
(Co-Founder & CEO)Co-founded Crunchyroll in 2006 and served as CEO/General Manager/Board Member until 2018. Previously the founder and CTO of Frappr.com as well as a Product Engineer at HOT or NOT.
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