CX Program Manager, LATAM

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.