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CX Program Manager, LATAM

1 week, 3 days ago
Mexico
Lead
Program Manager
Project and Program Management
Asana JIRA Monday.com
Apply Now
Crunchyroll

Crunchyroll

Crunchyroll is the top destination for Japanese anime and manga, providing a vast collection of licensed content with professional translations in multiple languages, and offering a variety of services to connect fans globally.

Internet Software & Services
1K-5K
Founded 2006
$44M raised
View All Jobs 3

Description

  • Own end-to-end Customer Experience launch readiness for LatAm customer-impacting initiatives.
  • Coordinate readiness 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.
  • Facilitate launch readiness reviews and drive accountability across stakeholders.
  • Lead post-launch retrospectives and continuous improvement initiatives.
  • Serve as the primary Customer Experience representative for LatAm initiatives.
  • Build strong partnerships with Product, Marketing, Commerce, Content, Legal, Operations, Localization, and other cross-functional teams.
  • Evaluate upcoming initiatives to determine their impact on Customer Experience operations.
  • Identify customer support risks, operational dependencies, process implications, and training requirements.
  • Maintain launch documentation, readiness plans, meeting notes, project artifacts, and regional planning boards.

Requirements

  • 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-functional initiatives and stakeholder relationships.
  • Excellent written and verbal communication skills.
  • Strong organizational and project management capabilities.
  • Ability to work independently and effectively across multiple time zones.
  • Experience facilitating meetings, driving alignment, and managing competing priorities.
  • Analytical mindset with 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 (preferred).
  • Experience working within global organizations and cross-functional environments (preferred).
  • Experience with project management platforms such as Asana, Jira, Monday.com, or similar tools (preferred).
  • Experience conducting post-launch reviews, retrospective analysis, and operational reporting (preferred).
  • Knowledge of LatAm markets and regional business dynamics (preferred).
  • Experience with AI tools, automation, analytics platforms, or operational intelligence solutions (preferred).
  • Experience with Google Workspace (preferred).

Benefits

  • The posting does not list compensation or standard employee benefits.
  • Opportunity to work on a global anime brand serving 100 million+ fans across 200+ countries and territories.
  • A mission-driven environment focused on helping people belong.
  • An inclusive, equal opportunity workplace.
  • Access to Crunchyroll hiring resources and candidate privacy information.

Interested in this position?

Apply directly on the company website

Apply Now

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