Crunchyroll, LLC - CX Program Manager, APAC

• Evaluate upcoming initiatives and determine potential impacts to Customer Experience operations. • Identify customer support risks, operational dependencies, process implications, and training requirements. • Challenge assumptions and critically assess information to ensure CX receives the most relevant and actionable insights. • Escalate risks and recommend mitigation strategies when needed. • Advocate for the customer and agent experience throughout launch planning and execution. • Insights, Analytics & Continuous Improvement • Lead launch retrospectives and post-launch reviews. • Review support trends, and customer insights to improve launch preparedness • Identify cross-team opportunities to improve launch readiness, stakeholder communication, and operational execution. • Track launch outcomes and recommend improvements based on data-driven insights. • Contribute to the evolution of Customer Experience program management best practices globally. • Documentation & Operational Excellence • Maintain clear and concise launch documentation, readiness plans, meeting notes, and project artifacts. • Manage regional planning boards and program tracking tools (e.g., Asana). • Ensure decisions, risks, dependencies, and action items are properly documented and communicated. • Drive operational consistency and continuous process improvement across Customer Experience programs. • We get excited about candidates like you, because... • 8+ years of experience in Customer Experience, Program Management, Operations, Customer Support, Implementation, or related fields. • Strong understanding of customer support operations and customer experience best practices. • Demonstrated experience managing complex cross-departmental initiatives and stakeholder relationships. • Experience with project management and project management tools (e.g., Asana, Jira, Monday.com) • Experience working with global teams. • Experience facilitating meetings, driving alignment, and managing competing priorities. • Experience using data and insights to inform decision-making. • Proven ability to identify risks, influence stakeholders, and drive accountability. • Experience supporting product launches, go-to-market initiatives, or operational readiness programs. • Experience supporting Marketing teams or Marketing initiatives. • Experience conducting post-launch reviews, retrospective analysis, and operational reporting. • Knowledge of APAC markets and regional business dynamics. • Experience with AI tools, automation, analytics platforms, or operational intelligence solutions. • Experience with Google Workspace. • The Customer Experience Program Management team serves as the trusted source of truth for customer-impacting initiatives across the region. The team connects the dots across departments, surfacing important risks and dependencies, and translating complex business changes into clear readiness plans that ensure Customer Experience is prepared to deliver the best in class support. • Why you will love working at Crunchyroll • In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks: • 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! • #LifeAtCrunchyroll #LI-Hybrid • 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.