Senior Manager, CX Technology

Crunchyroll•Los Angeles, CA

About The Position

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 the use of best practices, architectural standards, and scalability, promoting a collaborative work environment. Be the technical subject matter expert on our Customer Experience (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 using APIs/SDKs to ensure efficient data flow across all platforms. Ensure execution of the technical roadmap for all 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 their career development, and address any challenges or concerns they may have. Monitor team performance, identifying areas for improvement and implementing 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.

Requirements

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.

Responsibilities

Lead and mentor a technical team to ensure the use of best practices, architectural standards, and scalability, promoting a collaborative work environment.
Be the technical subject matter expert on our Customer Experience (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 using APIs/SDKs to ensure efficient data flow across all platforms.
Ensure execution of the technical roadmap for all 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 their career development, and address any challenges or concerns they may have.
Monitor team performance, identifying areas for improvement and implementing strategies to improve efficiency.

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!

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