VP, Customer Service & Community Experience

Anime Universe is creating a platform that connects fans, creators, publishers, and partners in the anime and manga space. They are seeking a Vice President of Customer Success & Community Experience to build a world-class organization focused on customer experience and operational excellence.

Responsibilities:

• Design and lead Anime Universe's complete customer experience strategy across every major stakeholder
• Build the operational foundation that supports: Fans, Registered Users, Premium Subscribers, Manga Creators, Publishers, Licensors, Marketplace Sellers, Business Partners, Community Moderators, Brand Partners
• Work closely with Product, Engineering, Legal, Marketing, Finance, AI, Security, and Executive Leadership to ensure customer experience becomes a competitive advantage as Anime Universe scales globally
• Customer Experience Strategy
• Build Customer Success Organization
• Customer Success Operations
• Creator Success
• Publisher & Partner Success
• Community Experience
• Customer Technology & AI
• Metrics & Operational Excellence
• Organizational Leadership

Requirements:

• 12+ years leading Customer Success, Customer Experience, Community Operations, or Customer Support organizations
• Experience building customer organizations from startup through high-growth stages
• Experience supporting consumer digital platforms or online communities
• Experience managing globally distributed teams
• Strong operational leadership and KPI management experience
• Experience implementing CRM, ticketing, and customer support platforms
• Experience leading or partnering with Trust & Safety and Moderation organizations
• Excellent communication, leadership, and organizational skills
• Anime
• Manga
• Gaming
• Creator Economy
• UGC Platforms
• Marketplace Businesses
• Streaming Platforms
• Subscription Services
• AI-enabled Platforms
• Blockchain or Digital Asset Ecosystems