Ellation, Inc.
Senior Manager, CX Technology
Ellation, Inc., San Francisco, California, United States, 94199
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 their stories and characters.
Join our team and help shape the future of anime!
About the role As a Senior Manager, CX Technology, you'll manage the technical team that develops solutions to improve both our agents' workflows and our customers' satisfaction.
Your responsibilities will involve collaborating with partner teams to identify and address technical needs, manage system configurations, and ensure seamless data flow across platforms. You will manage technologies to enhance the customer experience.
You will work with partners from Customer Experience, Trust & Safety, Legal, Product Management, Program Management, Engineering, and other teams to support key goals and ensure collaboration across all parties. You will also be responsible for communicating externally with our third‑party vendors that comprise the Customer Experience tech stack.
Lead and mentor a technical team to ensure best practices, architectural standards, and scalability.
Be the technical subject matter expert on our CX tech stack, including CCaaS, AI Chatbot, CMS, and self‑service portals.
Oversee CX infrastructure by working with external and internal engineering/technical teams and managing the team, building custom integrations via APIs/SDKs to ensure efficient data flow across all platforms.
Ensure execution of the technical roadmap for AI/self‑service and agent support programs within the CX technology ecosystem.
Conduct regular one‑on‑one meetings with team members to provide feedback, support career development, and address any challenges or concerns.
Monitor team performance, identify areas for improvement, and implement strategies to improve efficiency.
In the role of Senior Manager, CX Technology, you will report to the Director, CX Technology.
We are considering applicants for the locations of San Francisco, Los Angeles, or Dallas.
About You We get excited about candidates, like you, because…
8+ years in product management, engineering, or applicable technical experience
5+ years of people‑management experience
Experience implementing customer experience technology that improves operational efficiency and customer experience for fans and agents.
Experience building and rolling out product features from start to finish.
Experience building long‑term product goals and defining a roadmap.
Experience using data to guide product decisions, prioritization, and roadmap planning.
Experience with CX tools and platforms such as CCaaS, chatbots, CMS, WFM, including Salesforce Service Cloud, Salesforce OMS, Sierra AI.
Experience with API integrations.
Expertise with Customer Experience metrics.
Experience working with globally distributed teams.
Experience working with third‑party vendors.
Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
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 customer‑service agents. Our mission is to deliver the next‑level anime streaming experience by anticipating users' needs and providing quick resolution.
Why you will love working at Crunchyroll In addition to fun colleagues, you will enjoy the following benefits and perks:
Compensation package including salary plus performance bonus potential.
Flexible time‑off policies.
Generous medical, dental, vision, STD, LTD, and life insurance.
Health Savings Account (HSA) program.
Health care and dependent care Flexible Spending Account (FSA).
401(k) plan with employer match.
Support program for new parents.
Pet insurance and pet‑friendly offices.
#LifeAtCrunchyroll #LI-Hybrid
The pay range for this position is listed below. Actual pay will vary based on location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings. Other rewards may include performance bonuses, employer‑matched retirement savings, time‑off programs, and progressive health benefits and perks.
US$201,125 – 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:
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.
Please be aware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email accounts.
#J-18808-Ljbffr
Join our team and help shape the future of anime!
About the role As a Senior Manager, CX Technology, you'll manage the technical team that develops solutions to improve both our agents' workflows and our customers' satisfaction.
Your responsibilities will involve collaborating with partner teams to identify and address technical needs, manage system configurations, and ensure seamless data flow across platforms. You will manage technologies to enhance the customer experience.
You will work with partners from Customer Experience, Trust & Safety, Legal, Product Management, Program Management, Engineering, and other teams to support key goals and ensure collaboration across all parties. You will also be responsible for communicating externally with our third‑party vendors that comprise the Customer Experience tech stack.
Lead and mentor a technical team to ensure best practices, architectural standards, and scalability.
Be the technical subject matter expert on our CX tech stack, including CCaaS, AI Chatbot, CMS, and self‑service portals.
Oversee CX infrastructure by working with external and internal engineering/technical teams and managing the team, building custom integrations via APIs/SDKs to ensure efficient data flow across all platforms.
Ensure execution of the technical roadmap for AI/self‑service and agent support programs within the CX technology ecosystem.
Conduct regular one‑on‑one meetings with team members to provide feedback, support career development, and address any challenges or concerns.
Monitor team performance, identify areas for improvement, and implement strategies to improve efficiency.
In the role of Senior Manager, CX Technology, you will report to the Director, CX Technology.
We are considering applicants for the locations of San Francisco, Los Angeles, or Dallas.
About You We get excited about candidates, like you, because…
8+ years in product management, engineering, or applicable technical experience
5+ years of people‑management experience
Experience implementing customer experience technology that improves operational efficiency and customer experience for fans and agents.
Experience building and rolling out product features from start to finish.
Experience building long‑term product goals and defining a roadmap.
Experience using data to guide product decisions, prioritization, and roadmap planning.
Experience with CX tools and platforms such as CCaaS, chatbots, CMS, WFM, including Salesforce Service Cloud, Salesforce OMS, Sierra AI.
Experience with API integrations.
Expertise with Customer Experience metrics.
Experience working with globally distributed teams.
Experience working with third‑party vendors.
Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
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 customer‑service agents. Our mission is to deliver the next‑level anime streaming experience by anticipating users' needs and providing quick resolution.
Why you will love working at Crunchyroll In addition to fun colleagues, you will enjoy the following benefits and perks:
Compensation package including salary plus performance bonus potential.
Flexible time‑off policies.
Generous medical, dental, vision, STD, LTD, and life insurance.
Health Savings Account (HSA) program.
Health care and dependent care Flexible Spending Account (FSA).
401(k) plan with employer match.
Support program for new parents.
Pet insurance and pet‑friendly offices.
#LifeAtCrunchyroll #LI-Hybrid
The pay range for this position is listed below. Actual pay will vary based on location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings. Other rewards may include performance bonuses, employer‑matched retirement savings, time‑off programs, and progressive health benefits and perks.
US$201,125 – 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:
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.
Please be aware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email accounts.
#J-18808-Ljbffr