Who We Are

We're a cast of characters working to shine a spotlight on anime. Crunchyroll is an international business focused on creating both online and offline experiences for fans through content (licensed, co-produced, originals, distribution), merchandise, events, gaming, news, and more. Visit our About Us pages for more information about our collection of brands.

Location: Los Angeles

The intersection of media and technology is our sweet spot and we are fortunate to be headquartered at the epicenter of the creative economy - Los Angeles. This office houses many of our corporate functions and cross-functional teams tasked with creating exceptional experiences for our passionate communities.

About The Team

We are looking for a Program Manager with a passion for managing projects within our Customer Experience (CX) organization! This position will report into the Program Management organization, but will be dedicated to and work very closely with the Customer Experience team to support ongoing and future initiatives. The ideal candidate has a Customer Experience background, or has experience working closely with Customer Experience teams!

A Day in The Life of our Program Manager, Customer Experience:

• Partners with CX leadership to prioritize, plan and report on current projects and critical initiatives for the CX team by assisting with roadmaps and ensuring organization of backlog
• Works with CX leadership to establish best practices and repeatable processes to increase efficiency in the Customer Experience team, in conjunction with the larger Program Management Office
• Serves as a key liaison with the rest of the functional groups and wider Crunchyroll business to facilitate planning and coordination between teams, align on goals, and effectively communicate regular updates to all partners, as it relates to customer-impacting launches
• Builds and leverages effective partnerships across technical and business communities
• Demonstrates an understanding of the business, its structure, processes, and tools, and how Customer Experience initiatives positively impact the overall business
• Ensures critical metrics, training, and reporting is prepared in advance of any customer-facing launch
• Ensures 'Voice of the Customer' and retrospectives are delivered post-launch

About You:

• 5+ years experience as a project or program manager
• Prior experience in or managing projects related to Customer Experience or CX environment (1-2 years)
• Prior training as a customer service representative, a plus
• BS degree or equivalent experience required, MS degree preferred; technical experience a plus
• Experience working with globally distributed teams
• Working knowledge and understanding of key concepts and best practices when it comes to Customer Experience
• Must be self-motivating, self-sufficient and have the strong ability to work effectively as an individual or as part of a team
• Excellent written and verbal communication skills at all levels, including Senior and C-level partners
• Ability to demonstrate a calm and cool demeanor when managing multiple projects, workstreams and deliverables
• Experience with both agile and waterfall methodologies, and knowing when to apply each, preferred
• Experience with tools such as JIRA, Confluence, Smartsheet and Google Suite, a plus

Benefits: Los Angeles

• Competitive salary
• "Use What You Need" time away from work policy
• Medical, Dental, Vision, STD, LTD, and life insurance
• Health care and dependent care FSA
• 401(k) plan with employer match
• Support program for new parents
• Fun, passionate and skilled co-workers

Questions about Crunchyroll's hiring process? Please check out our FAQ

Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email accounts. If you have any questions of the authenticity of a Crunchyroll job offer, please contact recruiting@crunchyroll.com before giving away any information.

About Crunchyroll

Crunchyroll connects anime and manga fans across 200+ countries and territories with the content and experiences they love. In addition to free ad-supported and subscription premium content, Crunchyroll serves the anime community across events, theatrical, games, consumer products, collectibles and manga publishing.

Anime fans have access to one of the largest collections of licensed anime through Crunchyroll and translated in multiple languages for viewers worldwide. Viewers can also access simulcasts — top series available immediately after Japanese broadcast.

The Crunchyroll app is available on over 15 platforms, including all gaming consoles.

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.

Our Company Values

You'll see these in action if we're lucky enough to have you:

• 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.

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.

#LifeAtCrunchyroll #LI-Hybrid