Senior Product Manager, CX AI Chat

About the Role

As a Senior Product Manager, CX AI Chat, you'll lead the implementation of new solutions that enhance our customers' 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 will include facilitating brainstorming sessions, writing detailed product briefs, and delivering clear requirements for both technical and non-technical partners. You will continue to use data to guide the product roadmap and optimize for the best performance.

You will collaborate with internal partners across Customer Experience, Legal, Product Management, Program Management, Engineering, and other departments to support important programs and ensure seamless collaboration across all departments. You will also communicate externally with our third-party vendors that comprise the Customer Experience tech stack.

• Oversee a roadmap for new and existing CX Technology tools, including our Help Center and AI chat platform.
• Develop and implement strategies to enhance customer satisfaction (CSAT) through improved self-service and GenAI tools.
• Collaborate with cross-departmental 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 programs.
• Deliver streamlined product requirements that are easily understood by both technical and non-technical audiences.
• Write user stories and acceptance criteria to bring your product strategy to life, collaborating with Customer Service, Engineering, Program Management, Acquisitions, Legal, Finance, and Analytics.
• Be the main contact for product-related questions, issues, and feedback, and communicate with partners and leadership.
• Manage and prioritize 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.
• Analyze insights and use data to inform decisions.

In the role of Senior Product Manager, CX AI Chat, you will report to the Director, CX Product & Technology.

About You

We get excited about candidates, like you, because...

• 8+ years of experience in product management within Customer Experience or Customer Experience technology – preferably in the tech, e-Commerce, streaming media, or entertainment industry
• Experience building and rolling out product features from start to finish
• Experience managing technical projects specifically related to CX, including platform migrations, integrations, RFPs, third-party platforms launches/optimizations, and Gen AI
• 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
• BS degree or equivalent experience required

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 our customer service agents. Our mission is to deliver the next-level anime streaming experience by understanding and anticipating our users' needs and providing them with quick resolution.