cover_letter / art_lhnXTz9_qog

Dear Crunchyroll CX Technology Hiring Team, Crunchyroll has built something genuinely rare: a global platform that doesn't just distribute anime but actively deepens the relationship between fans and the stories they love, across 200+ countries and 100 million community members. That mission — serving a passionate, globally distributed fanbase with precision and care — is exactly the kind of challenge I've spent 12+ years preparing for. My work scaling Intuit's developer platform to 675M+ engagements and building AI-native products from zero taught me that the best customer experiences are engineered, not assembled. **Technical and AI Foundation** My AI/ML work is hands-on and production-oriented. At Streamio AI, I architected the OpenClaw multi-agent orchestration framework — a gateway protocol with subagent delegation, profile management, and session switching — enabling coordinated AI agent workflows across multiple industry verticals. This is directly analogous to the kind of GenAI chat infrastructure Crunchyroll is building: routing, context management, and structured agent handoffs are the same engineering problems whether the domain is real estate or anime fan support. I also built aeval, a local-first model evaluation platform with adversarial safety testing, refusal detection, bootstrap confidence intervals, and automated safety gates — giving me a rigorous, metric-driven lens on how AI systems actually perform in production, not just in demos. At Fintellect AI, I architected a RAG retrieval pipeline with ChromaDB, multi-provider LLM orchestration (Claude, GPT-4, Gemini) with fallback routing, structured output validation, and token budget optimization. These are the same architectural decisions that determine whether a CX AI chat platform deflects tickets effectively or frustrates users into escalation. On the platform infrastructure side, at Intuit I delivered the ICE Self-Service platform — DevPortal, GitOps config, and ICE Playground — reducing developer onboarding from 2–3 weeks to under 24 hours for production while mitigating $1M+ in projected opex growth. I scaled ICE throughput from 6K to 50K TPS via rSocket migration supporting ~1.5M concurrent connections at sub-25ms TP99, achieving 275% YoY engagement growth to 675M+ in FY23. Scaling infrastructure to serve tens of millions of interactions reliably is not theoretical for me. **Why This Role** The Senior PM, CX AI Chat role sits at the intersection of two things I find genuinely compelling: deploying GenAI to reduce friction for real users at scale, and doing it inside a product that serves a community with real emotional investment in the experience. Crunchyroll's CXT team is building the tech stack that shapes how fans get help — and get back to watching — faster. That's a product surface where quality of execution directly translates to fan satisfaction, and I want to be the person driving that roadmap. **Role-Specific Connection** The JD calls out experience with CX platforms including Salesforce Service Cloud and Sierra AI, third-party vendor management, API integrations, and CSAT-driven roadmap prioritization — all areas where my background applies directly. I've managed complex multi-vendor technology stacks, written PRDs and acceptance criteria for both technical and non-technical audiences, and used telemetry and usage data (SQL, BigQuery) to surface and prioritize developer and customer pain points across large product portfolios. The emphasis on globally distributed teams also resonates: my work at Intuit spanned QuickBooks, TurboTax, Mint, Mailchimp, and Credit Karma — coordinating across engineering, design, legal, and finance stakeholders at enterprise scale. **Selected Prior Experience** - **Intuit — ICE Self-Service Platform:** Delivered DevPortal, GitOps config, and ICE Playground end-to-end, cutting onboarding from 2–3 weeks to minutes in pre-prod and <24 hours for production; mitigated $1M+ in projected opex growth. - **Intuit — Platform Scaling:** Scaled ICE to 675M+ engagements in FY23 (275% YoY growth) across five major product lines; drove throughput from 6K to 50K TPS supporting ~1.5M concurrent connections at sub-25ms TP99. - **Intuit — ICE Presence in Async Chat:** Implemented presence feature generating $480K/month in additional invoicing; deployed Background-to-Foreground Messaging on iOS/Android with <100ms latency. - **Streamio AI — OpenClaw Multi-Agent Orchestration:** Built multi-agent gateway with subagent delegation, profile management, and session switching — enabling coordinated AI agent workflows across industry verticals. - **Fintellect AI — RAG + LLM Orchestration:** Architected RAG pipeline with ChromaDB, multi-provider LLM orchestration with fallback routing, structured output validation, and token budget optimization. - **aeval — AI Evaluation Platform:** Built production eval platform with adversarial safety testing, refusal detection, statistical rigor (bootstrap CIs, Welch's t-test, Cohen's d), and automated safety gates — CI/CD integrated with regression detection. - **Splunk — Search Orchestration PM:** Owned Search Service (Go microservices), Search Catalog (PostgreSQL), and SPL/SPL2; delivered Scheduler Service end-to-end in ~4 months; achieved up to 10x query performance improvements for beta enterprise customer. - **Kaiser Permanente — Logging-as-a-Service:** Led enterprise rollout of Splunk Logging-as-a-Service at 1.7 TB daily volume across 200+ internal customers; built Redis/XC10 caching capability for scalability and fault tolerance. **Closing** Crunchyroll's mission — helping fans belong, delivering anime culture to a global community — is one I'd be proud to serve through the unglamorous, high-leverage work of making the support experience invisible in the best possible way. When a fan's billing question resolves in 30 seconds through an AI chat that actually understands context, they're back in the story faster. That's the product I want to build with your team. I'd welcome the opportunity to discuss how my background maps to your roadmap in more detail. Sincerely, **O. Felix Amoruwa** famoruwa@berkeley.edu | 909-731-9011 | felixamoruwa.info