Senior Manager, CX Technology

About Crunchyroll

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.

Join our team, and help us shape the future of anime

About the role

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.

We are considering applicants for the locations of San Francisco, Los Angeles, or Dallas. 

About You

We get excited about candidates, like you, because...

• 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.

About the Team

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.

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

The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll's Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks. Pay Transparency - Los Angeles, CA $181,342—$198,010 USD The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll's Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks. Pay Transparency - San Francisco, CA $201,125—$220,000 USD About our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value

• Courage. We believe that when we overcome fear, we enable our best selves.

• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.

• Kaizen. We have a growth mindset committed to constant forward progress.

• Service. We serve our community with humility, enabling joy and belonging for others.

Our commitment to diversity and inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.

We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

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