CX Program Manager, LATAM

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!

We are looking for a highly organized, proactive, and customer-focused Customer Experience Program Manager to join our global Customer Experience Program Management team.

As the CX Program Manager for LATAM, you will serve as the primary connection point between Customer Experience and the broader business, ensuring CX teams are informed, prepared, and operationally ready for customer-impacting initiatives across the LatAm region.

You will act as 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 proactively gather information from stakeholders, assess customer support impacts, coordinate readiness activities, and ensure Customer Experience teams have the information they need to deliver exceptional customer experiences.

This role requires a highly independent self-starter who excels in a fast-paced environment, builds strong stakeholder relationships, and can confidently represent Customer Experience across the organization.

What You'll Do

Launch Readiness & Program Management

• Own end-to-end Customer Experience launch readiness for LatAm 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

• 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.
• 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.

What We're Looking For

Required Qualifications

• 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.

Preferred Qualifications

• Experience supporting product launches, go-to-market initiatives, or operational readiness programs.
• Experience working within global organizations and cross-functional environments.
• Experience with project management platforms such as Asana, Jira, Monday.com, or similar tools.
• Experience conducting post-launch reviews, retrospective analysis, and operational reporting.
• Knowledge of LatAm markets and regional business dynamics.
• Experience with AI tools, automation, analytics platforms, or operational intelligence solutions.
• Experience with Google Workspace. 

Success in This Role

A successful CX Program Manager is naturally curious, highly proactive, and relentlessly focused on ensuring Customer Experience is never surprised by a launch or business initiative. They know how to connect the dots across teams, identify what matters most, ask the right questions, and translate complex business changes into clear operational readiness plans.

They become the trusted source of truth for customer-impacting initiatives in their region and help ensure Customer Experience is always prepared to deliver exceptional support experiences.

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.

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