Director of Lifecycle Technology & Operations

Join Crunchyroll, a leading global anime streaming service, as the Director of Lifecycle Technology & Operations. In this role, you will lead the global operating model and technical foundation for Lifecycle Marketing, overseeing global Lifecycle Operations and serving as the primary business owner for our customer engagement and orchestration platform. You will partner closely with various teams, including Marketing, Martech, Product, Engineering, Data Engineering, Analytics, and regional teams. This position requires strong operational leadership, technical depth, and experience operating at a global scale.

• Lead the global operating model and technical foundation for Lifecycle Marketing, overseeing global Lifecycle Operations and serving as the primary business owner for customer engagement platforms.
• Define platform strategy and stewardship, journey and campaign operations, customer data and audience capabilities, personalization and decisioning, governance, automation, and partner delivery.
• Build and lead a high-performing Lifecycle Technology & Operations team, managing agency and external partner performance, and serving as a key connector between global Lifecycle Marketing, regional teams, and technical partners.

• Demonstrated experience leading Lifecycle, CRM, Martech, or marketing operations across multiple regions and markets, including building global capabilities that support localization, regional requirements, and market-specific execution
• Demonstrated ability to translate customer and marketing needs into technical requirements, platform capabilities, roadmaps, and scalable solutions
• Ability to move comfortably between marketing, operational, data, and technical conversations and translate complex concepts for different audiences
• Experience within streaming, subscription, entertainment, gaming, ecommerce, media, or another high-volume digital consumer business is strongly preferred
• Demonstrated success advancing personalization, automation, experimentation, decisioning, or real-time customer engagement capabilities
• Strong cross-functional leadership, influencing, program management, and problem-solving skills within complex, matrixed, global organizations
• Experience applying AI or emerging marketing technologies to improve scale, efficiency, or customer experience is strongly preferred
• Proven experience designing and improving global operating models, including intake, prioritization, resource and capacity management, QA, governance, deployment, and incident management
• Experience serving as a platform owner, senior business stakeholder, or highly technical operator responsible for how a customer engagement or marketing automation platform is configured, governed, used, and evolved
• 5+ years of experience leading teams, complex marketing operations, or technical marketing programs, including management of internal and external resources
• Strong technical fluency across customer data architecture, events, attributes, audiences, APIs, integrations, data pipelines, identity, and data-quality monitoring
• Passion for anime, entertainment, or fandom-driven businesses is a plus
• Experience managing agencies, offshore teams, vendors, budgets, and technology or platform investments
• Deep experience with Braze or a comparable customer engagement and orchestration platform, including journey orchestration, segmentation, behavioral triggers, personalization, experimentation, and multi-channel execution
• 12+ years of experience across Lifecycle Marketing Operations, CRM Operations, Marketing Technology, Marketing Operations, customer engagement platforms, or related disciplines within a scaled consumer business
• Experience partnering closely with MarTech, Product, Engineering, Data Engineering, Analytics, Marketing, and regional teams to deliver new customer-facing and operational capabilities
• Strong understanding of customer-contact governance, deliverability, suppression logic, consent and preference management, privacy, and operational risk across complex markets