Senior CX Agent Platforms Product Manager

Senior CX Agent Platforms Product Manager

Join to apply for the Senior CX Agent Platforms Product Manager role at Crunchyroll

About Crunchyroll

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We serve over 100 million anime and manga fans across 200+ countries and territories, helping them connect with the stories and characters they crave through streaming video, theatrical releases, games, merchandise, events, and more.

About The Role

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, facilitate brainstorming sessions, write detailed product briefs, and deliver clear requirements for 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.

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.

In the role of Senior CX Product Manager Agent Platforms, you will report to the Director, CX Product & Technology.

We are considering applicants for the location of San Francisco, CA.

About You

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.

Benefits & Perks

Pay Range

Pay Transparency - San Francisco, CA

$178,000—$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

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.

#J-18808-Ljbffr