Ellation

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

You'll lead the planning, coordination, and execution of interdepartmental projects for the Customer Experience technology team. You'll guide the daily project progress by managing schedules, scope, and partner communications, while identifying risks and ensuring agreement across teams. Collaborating with Product Managers, Engineers, and leadership, you'll support quarterly planning, improve workflows, and deliver clear, data-driven updates. This is a 3-month contract.

• Organize, plan, and track new and ongoing interdepartmental and external projects for Customer Experience technology teams and programs
• Lead the daily progress of programs with regard to schedule, scope, process, and meeting facilitation and notes
• Follow up on action items, identifying risks and establishing mitigation paths in collaboration with internal and external partners
• Partner with Customer Experience Product Managers, Engineering, and Leadership for quarterly planning, prioritization, risks and dependencies
• Be a liaison with relevant business groups to facilitate planning and collaboration between teams to align, identify dependencies and communicate regular updates to all partners.
• Communicate regular updates to all partners internally and externally.
• Provide data-driven recommendations and implement process improvements to enhance project efficiency
• Establish and maintain best practices and repeatable processes to increase efficiency for teams with the larger Program Management Organization

In the role of Senior Project Manager, CX Technology, you will report to the VP, Customer Experience & Voice of the Customer.

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

About You

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

• 12+ years of experience in program or portfolio management within Customer Experience and Customer Experience technology – preferably in the tech, eCommerce, streaming media, or entertainment industry
• Experience managing teams and technical projects specifically related to CX, including platform migrations, RFPs, third-party platforms launches/optimizations - GenA,I and integration experience
• Experience working with globally distributed teams
• Experience working with team members at all levels, including Senior and C-level executives
• Experience managing multiple projects and deliverables
• Knowledge of Software Development Lifecycle processes, with experience in both Agile and waterfall methodologies, and knowing when to apply each
• Experience with tools such as JIRA or Confluence
• Experience with CX tools and platforms such as CCaaS, chatbots, CMS, or WFM
• BS degree or equivalent experience

About the Team

Do you love helping people? Do you love Anime? Come join our award-winning Customer Experience team and help us further build the best Customer Experience Team in the world! Our goal is to provide our fans with the absolute best customer experience. To us, any challenge is an opportunity to better super-serve our fans. If you're excited to make a positive impact on our fans' experiences, Crunchyroll is the place for you.

#LifeAtCrunchyroll #LI-remote

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

$69.71—$84.13 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.

Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs

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