{"id":2505716,"url":"https://alion.io/job/crunchyroll-senior-program-manager-customer-experience","title":"Senior Program Manager - Customer Experience","company":{"id":40459,"name":"Crunchyroll","domain":"crunchyroll.com","url":"https://alion.io/company/crunchyroll-news","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":144000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Asana","optional":false}],"status":"live","first_seen_at":"2026-09-24T21:56:03Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-14T18:32:19Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"About Crunchyroll\nFounded 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 the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.\nJoin our team, and help us shape the future of anime!\nAbout the role\nWe are seeking two (2) Senior CX Program Managers who will serve as a strategic operational advisors. You will drive process excellence, operational transformation, and cross-functional execution across the Customer Experience organization. You will partner with CX leaders to optimize operational efficiency, build scalable operating models, and ensure initiatives are executed through strong governance, structured program management, and continuous process improvement.\nIn this role you will design, implement, and own the Customer Experience Process Change Framework-a standardized intake, evaluation, governance, implementation, and communication model for all operational changes. This framework will become the foundation for how CX evaluates, prioritizes, implements, and communicates operational change.\nStrategic Thought Partner & Trusted Advisor\nStreamline processes and improve communication in order to enable leaders to focus on strategic initiatives and high level decision making\nEstablish standardized intake, prioritization, governance, implementation, and communication processes for all Customer Experience initiatives.\nAnalyze, map, and document current-state and future-state workflows across Customer Experience, including customer-facing, agent-facing, and internal operational processes.\nEvaluate and optimize agent workflows, support processes, and operational procedures to improve efficiency, consistency, quality, and customer outcomes.\nIdentify operational bottlenecks, inefficiencies, and opportunities to simplify, standardize, automate, and scale processes.\nLead end-to-end process redesign initiatives that improve operational performance, employee experience, and customer experience.\nDevelop standardized process documentation, SOPs, governance artifacts, operational playbooks, and scalable operating models that support organizational growth and continuous improvement.\nProgram Management & Operational Governance\nPartner with the CX team and cross functional partners to create a unified operating model that connects initiative management, process governance, change management, and operational readiness.\nDevelop governance structures, milestone tracking, executive reporting, dashboards, and risk management processes that improve visibility and execution.\nFacilitate governance meetings, executive steering committees, and cross-functional working sessions while driving accountability across stakeholder groups.\nChange Management & Organizational Enablement\nLead operational readiness planning and change management activities for new processes, systems, AI capabilities, and enterprise initiatives.\nCollaborate with Learning & Development and operational leaders to develop communication strategies, documentation, and training plans that drive successful adoption.\nChampion a culture of continuous improvement, operational excellence, innovation, and data-driven decision-making throughout Customer Experience.\nAbout You\nBachelor's degree in Business Administration, Operations Management, Industrial Engineering, Project Management, Information Systems, or a related field.\n12+ years of experience in Process Excellence, Business Process Improvement, Operational Excellence, Program Management, Management Consulting, or Customer Experience Operations.\nExperience designing and implementing scalable process frameworks, governance models, and operating models.\nKnowledge of process mapping methodologies and continuous improvement frameworks such as Lean, Six Sigma, or Business Process Management (BPM).\nExperience managing enterprise initiatives using project management platforms such as Asana.\nStrong understanding of AI technologies, workflow automation strategies, and how AI can improve operational workflows and customer experiences.\nWorking knowledge of Salesforce Service Cloud capabilities and customer support technologies.\nWhy you will love working at Crunchyroll\nIn addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:\nReceive a great compensation package including salary plus performance bonus earning potential, paid annually.\nFlexible time off policies allowing you to take the time you need to be your whole self.\nGenerous medical, dental, vision, STD, LTD, and life insurance\nHealth Saving Account HSA program\nHealth care and dependent care FSA\n401(k) plan, with employer match\nEmployer paid commuter benefit\nSupport program for new parents\nPet insurance and some of our offices are pet friendly!\n#LifeAtCrunchyroll #LI-Hybrid \nThe Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.\nPay Transparency - Los Angeles, CA\n$144,000—$160,000 USD\nAbout our Values\nWe 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\nCourage. We believe that when we overcome fear, we enable our best selves.\n\nCuriosity. We are curious, which is the gateway to empathy, inclusion, and understanding.\n\nKaizen. We have a growth mindset committed to constant forward progress.\nService. We serve our community with humility, enabling joy and belonging for others.\n\nOur commitment to diversity and inclusion\nOur mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.\nWe 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.\nCrunchyroll, 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.\nQuestions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs\nPlease refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf\nPlease beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.","description_format":"text","description_chars":7254,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible time off","Life insurance","Pet friendly"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Sales & Marketing","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-10-14T07:14:08Z"}],"visa":[],"liveness":{"score":66,"band":"ok","label":"Likely open","p_open":1,"p_active":0.733,"p_room":0.9,"age_days":19,"expected_fill_days":31,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-14T21:40:45Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":true},"html_url":"https://alion.io/job/crunchyroll-senior-program-manager-customer-experience","json_url":"https://alion.io/job/crunchyroll-senior-program-manager-customer-experience.json","meta":{"generated_at":"2026-10-14T21:40:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29120,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":40459},"rest":"https://alion.io/mcp/rest/get_company?id=40459"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcrunchyroll-senior-program-manager-customer-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcrunchyroll-senior-program-manager-customer-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcrunchyroll-senior-program-manager-customer-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/crunchyroll-senior-program-manager-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcrunchyroll-senior-program-manager-customer-experience"}]}