Senior Product Manager, Crunchyroll
Customer Experience Technology
$154.7-193.3k
Plus performance bonus earning potential, paid annually
More information about location
Streaming service for anime and manga
Open for applications
Streaming service for anime and manga
1001+ employees
Open for applications
$154.7-193.3k
Plus performance bonus earning potential, paid annually
More information about location
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
- 5+ years of experience shipping products and features for a consumer technology company
- Specific experience with Customer Experience (CX) tools and helpdesk integrations
- Track record in transaction flows, e-commerce, and checkout systems
- Expertise in driving strategic growth for subscription and streaming service products
- Experience working with Customer Service teams
- Experience with customer experience metrics, including customer satisfaction and agent productivity metrics
- Experience using technology to enhance operational efficiency, improve customer satisfaction, and exceed productivity goals
- Excellent product judgment: You make sound judgments based on tradeoffs between different solutions, complex problems, multiple partners, and many constraints
- You have an in-depth understanding of what makes a user experience good or bad and deliver what the customer wants to do
- Experience writing detailed product specs and documentation: You easily recognize aesthetic and functional details and make decisions about what details are important
- Experience managing multiple simultaneous projects
- Experience communicating complex technical concepts to a variety of audiences with the ability to engage partners and collaborators to guide collaboration and understanding
What the job involves
- As a Senior Product Manager, Customer Experience Technology, you will lead the strategy to replace and improve our customer service CRM and helpdesk tools
- You'll lead the selection and implementation of new solutions, manage the request for proposal (RFP) process, and enhance both customer experience agent experience and customer satisfaction (CSAT)
- You'll collaborate with teams to identify problems and develop product epics, features, and user stories
- You will facilitate brainstorming sessions, write detailed product briefs, and deliver precise requirements for Customer Service, Engineering, Program Management, Acquisitions, Legal, Finance, and Analytics
- Create strategies for customer service CRM and helpdesk tool replacement and optimization by collaborating with the Customer Experience team and customers to inform feature development and prioritization
- Lead the selection and implementation process for new helpdesk tools, including market review and RFP
- Develop and implement strategies to enhance customer satisfaction (CSAT) through improved helpdesk and admin tools
- Collaborate with 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 projects
- Deliver streamlined product requirements that are easily understood by technical and non-technical audiences
- Be the primary contact for product-related questions, issues, and feedback
- Manage 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
- In the role of a Senior Product Manager, Customer Experience Technology, you will report to the Senior Director, Product
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
Insights
Some candidates hear
back within 2 weeks
42% female employees
9% employee growth in 12 months
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 values
- Courage: When we overcome fear, we enable our best selves
- Curiosity: We are curious, which is the gateway to empathy, inclusion, and understanding
- Service: We serve our community with humility, enabling joy and belonging for others
- Kaizen: We have a growth mindset committed to constant forward progress
Company HQ
Lucerne - Higuera, Culver City, CA
Articles
Leadership
Kun Gao
(Co-Founder)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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