Senior Program Manager, CX & Trust & Safety

2 days ago

Apply Now

Receive Emails with Similar Jobs

Crunchyroll

WebsiteLinkedInAll Job Openings

Crunchyroll connects anime and manga fans across 200+ countries and territories with the content and experiences they love$1. .$1

community • streaming video • social-networking • anime • Asian entertainment

1001 - 5000

💰 $22M Venture Round on 2015-11

Description

•We are looking for an experienced Senior Program Manager with a passion for leading complex, large-scale, cross-functional programs from conception to delivery. •This position will report into the Program Management Organization and will work closely with stakeholders across the company in Customer Experience, Trust & Safety, Information Security, Legal, Product Management, Engineering and others to support pivotal initiatives and ensure collaboration across stakeholders. •Organize, plan, and track new and ongoing cross-functional projects for Trust & Safety and Customer Experience teams and programs. •Lead all aspects of the day-to-day progress of projects and initiatives with regard to schedule, scope, process, and meeting facilitation. •Proactive in following up on action items, identifying risks and establishing mitigation paths in collaboration with internal and external partners. •Partners closely with Trust & Safety & Customer Experience Product Manager, Engineering, and leadership for quarterly planning, prioritization, risks and dependencies. •Serve as a key liaison with relevant business groups to facilitate planning and collaboration between teams to align, identify dependencies and effectively communicate regular updates to all stakeholders. •Effectively communicate regular updates to internal and external stakeholders. •Provides data driven recommendations and implement process improvements to enhance project efficiency and effectiveness. •Establish and maintain best practices and repeatable processes to increase efficiency for teams in conjunction with the larger Program Management Organization.

Requirements

•8+ years experience in program and/or portfolio management within Customer Experience and/or Trust & Safety teams – focusing on Fraud & Abuse, preferably in the tech, streaming media or entertainment industry •Prior experience managing technical projects and teams specifically related to CX and/or Trust & Safety strongly preferred •Exceptional strategic thinking, problem-solving, and decision-making skills •Demonstrated ability to lead and inspire cross-functional teams to achieve ambitious goals •Experience working with globally distributed teams •Excellent written and verbal communication skills at all levels, including Senior and C-level stakeholders •Must be self-motivating, self-sufficient, and have the strong ability to work effectively as an individual or as part of a team •The ideal candidate is inquisitive, organized, and meticulous, and has a desire for continued self-improvement and development of new skills •Ability to demonstrate a calm and cool demeanor when managing multiple projects and deliverables in ambiguous situations •Knowledge of SDLC processes, with experience in both Agile and waterfall methodologies, and knowing when to apply each •Strong experience with tools such as JIRA, Confluence, and Google Suite a plus •BS degree or equivalent experience required

Benefits

•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!