Senior Product Manager, CX Customer Platforms

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

As a Senior Product Manager, CX Customer Platforms, you'll lead the implementation of new solutions that enhance our customers' experience through automation and self-service.

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, 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.

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.