Senior Product Manager - CX AI Chat

10h10 hours ago

Crunchyroll Inc.

San Francisco, US · Full-time · $181,800 – $220,000

About this role

As a Senior Product Manager, CX AI Chat at Crunchyroll, you'll lead implementation of new solutions that enhance customer 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 includes facilitating brainstorming sessions and writing detailed product briefs.

Day-to-day work involves overseeing the roadmap for CX Technology tools including the Help Center and AI chat platform. You will develop strategies to boost customer satisfaction through improved self-service and GenAI tools while managing the product backlog and addressing delivery impediments.

You will partner with teams across Customer Experience, Legal, Engineering, Program Management, and third-party vendors that comprise the Customer Experience tech stack. This role reports to the Director, CX Product & Technology and is based in San Francisco, CA.

Crunchyroll delivers anime and manga to over 100 million fans across 200+ countries. Join the team to shape the future of anime by building CX solutions that connect fans with the stories they crave.

Requirements

8+ years of experience in product management within Customer Experience or Customer Experience technology
Experience building and rolling out product features from start to finish
Experience managing technical projects related to CX, including platform migrations, integrations, RFPs, and Gen AI
Experience with CX tools and platforms such as CCaaS, chatbots, CMS, WFM, Salesforce Service Cloud, and Sierra AI
Experience with API integrations
Expertise with Customer Experience metrics
Experience working with globally distributed teams and third-party vendors
BS degree or equivalent experience

Responsibilities

Oversee a roadmap for new and existing CX Technology tools, including Help Center and AI chat platform.
Develop and implement strategies to enhance customer satisfaction through improved self-service and GenAI tools.
Collaborate with cross-departmental teams to identify business problems and develop product epics, features, and user stories.
Author detailed product briefs explaining the rationale and goals for new programs.
Deliver streamlined product requirements easily understood by both technical and non-technical audiences.
Write user stories and acceptance criteria while collaborating with Customer Service, Engineering, Legal, Finance, and Analytics.
Manage and prioritize the product backlog, addressing delivery impediments or quality issues.
Analyze insights and use data to inform decisions and optimize product performance.