Senior Manager of CX Technology, Crunchyroll
$181.3-198k
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
$181.3-198k
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 in product management, engineering, or applicable technical experience
- 5+ years of people management experience
- Experience implementing customer experience technology that improves operational efficiency and customer experience for fans and agents
- Experience building and rolling out product features from start to finish
- Experience building long-term product goals and defining a roadmap
- Experience using data to guide product decisions, prioritization, and roadmap planning
- 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
- Bachelor's or Master's degree in Computer Science, Engineering, or a related field
What the job involves
- As a Senior Manager, CX Technology, you'll manage the technical team that develops solutions to improve both our agents' workflows and our customers' satisfaction
- Your responsibilities will involve collaborating with partner teams to identify and address technical needs, manage system configurations, and ensure seamless data flow across platforms. You will manage technologies to enhance the customer experience
- You will work with partners from Customer Experience, Trust & Safety, Legal, Product Management, Program Management, Engineering, and other teams to support key goals and ensure collaboration across all parties
- You will also be responsible for communicating externally with our third-party vendors that comprise the Customer Experience tech stack
- Lead and mentor a technical team to ensure the use of best practices, architectural standards, and scalability, promoting a collaborative work environment
- Be the technical subject matter expert on our Customer Experience (CX) tech stack, including CCaaS, AI Chatbot, CMS, and self-service portals
- Oversee CX infrastructure by working with external and internal engineering/technical teams and managing the team, building custom integrations using APIs/SDKs to ensure efficient data flow across all platforms
- Ensure execution of the technical roadmap for all AI/self-service and agent support programs within the CX technology ecosystem
- Conduct regular one-on-one meetings with team members to provide feedback, support their career development, and address any challenges or concerns they may have
- Monitor team performance, identifying areas for improvement and implementing strategies to improve efficiency
- In the role of Senior Manager, CX Technology, you will report to the Director, CX Technology
- Join Crunchyroll's 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
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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