CX Program Manager, APAC

## About Crunchyroll Founded 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. Join our team, and help us shape the future of anime! ## About the role As the CX Program Manager for APAC, you will be the primary connection point between Customer Experience and the broader business. You will ensure CX teams are informed, prepared, and operationally ready for customer-impacting initiatives across the APAC region. You will be the regional subject matter expert for launches, promotions, product changes, content releases, market expansion initiatives, and other business developments that may impact Customer Experience. You will gather information from multiple departments, assess customer support impacts, coordinate readiness activities, and ensure Customer Experience teams have the information they need to deliver exceptional customer experiences. You will advocate for the Customer Experience team by providing feedback and input to influence decisions and ensuring that you represent the CX perspective. In the role of CX Program Manager, APAC, you will report to the Senior Manager, CX Enablement. We are considering applicants for the location of Mumbai, India. ## Core Areas of Responsibility ### Launch Readiness & Program Management - Oversee end-to-end Customer Experience launch readiness for APAC customer-impacting initiatives. - Coordinate launch planning and readiness activities for promotions, product launches, content releases, platform changes, market expansions, and other business-critical initiatives. - Develop and maintain launch timelines, readiness plans, risk assessments, and action trackers. - Ensure Customer Experience teams are informed, prepared, and aligned ahead of launches. - Facilitate launch readiness reviews and drive accountability across stakeholders. - Lead post-launch retrospectives and continuous improvement initiatives. ### Stakeholder Management & Communication - Be the primary Customer Experience representative for APAC initiatives. - Build strong partnerships with Product, Marketing, Commerce, Content, Legal, Operations, Localization, and other cross-departmental teams. - Maintain proactive communication with regional stakeholders to identify upcoming initiatives and business changes. - Represent Customer Experience in meetings outside the CX organization and advocate for CX team needs. - Establish yourself as a trusted advisor and extension of Customer Experience for regional stakeholders. - Ensure critical information is communicated clearly, consistently, and at the right time. ### Customer Experience Impact Assessment - 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. ## About You 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, ) - 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. ### Preferred Qualifications - 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. ## About the Team 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 ### About our Values 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. We 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. Crunchyroll, 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. *Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs:*** *Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: * Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.