(Contract) Senior Project Manager, CX Technology

Crunchyroll

San Francisco, CA

Contract

Senior

about 1 month ago

Job Description

About the Role

You'll lead the planning, coordination, and execution of interdepartmental projects for the Customer Experience technology team. You'll guide the daily project progress by managing schedules, scope, and partner communications, while identifying risks and ensuring agreement across teams. Collaborating with Product Managers, Engineers, and leadership, you'll support quarterly planning, improve workflows, and deliver clear, data-driven updates. This is a 3-month contract.

Key Responsibilities

Organize, plan, and track new and ongoing interdepartmental and external projects for Customer Experience technology teams and programs
Lead the daily progress of programs with regard to schedule, scope, process, and meeting facilitation and notes
Follow up on action items, identifying risks and establishing mitigation paths in collaboration with internal and external partners
Partner with Customer Experience Product Managers, Engineering, and Leadership for quarterly planning, prioritization, risks and dependencies
Be a liaison with relevant business groups to facilitate planning and collaboration between teams to align, identify dependencies and communicate regular updates to all partners
Communicate regular updates to all partners internally and externally
Provide data-driven recommendations and implement process improvements to enhance project efficiency
Establish and maintain best practices and repeatable processes to increase efficiency for teams with the larger Program Management Organization

Requirements

12+ years of experience in program or portfolio management within Customer Experience and Customer Experience technology, preferably in the tech, eCommerce, streaming media, or entertainment industry
Experience managing teams and technical projects related to CX, including platform migrations, RFPs, third-party platforms launches/optimizations, GenAI, and integration experience
Experience working with globally distributed teams
Experience working with team members at all levels, including Senior and C-level executives
Experience managing multiple projects and deliverables
Knowledge of Software Development Lifecycle processes, with experience in both Agile and waterfall methodologies
Experience with tools such as JIRA or Confluence
Experience with CX tools and platforms such as CCaaS, chatbots, CMS, or WFM
BS degree or equivalent experience

Qualifications

BS degree or equivalent experience

Working at Crunchyroll

Do you love helping people? Do you love Anime? Come join our award-winning Customer Experience team and help us further build the best Customer Experience Team in the world! Our goal is to provide our fans with the absolute best customer experience. To us, any challenge is an opportunity to better super-serve our fans. If you're excited to make a positive impact on our fans' experiences, Crunchyroll is the place for you.

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