Director, CX Enablement at Crunchyroll, LLC

Los Angeles, California, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

180000.0

Posted On

23 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Operations, Learning & Development, Knowledge Management, Quality Assurance, Program Management, Data-Driven Mindset, Cross-Functional Initiatives, Project Management, AI Optimization, Team Leadership, Strategic Vision, Continuous Improvement, Emerging Trends, Stakeholder Communication, Instructional Design

Industry

Entertainment

Description

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! About the role We are seeking a strategic, visionary Director to lead our Customer Experience Enablement organization across four critical functions: Learning & Development, Knowledge Management, Quality Assurance and Program Management. This role demands an executive-level leader experienced in building high-performing, globally distributed teams and working with outsourced partner operations. The ideal candidate excels at designing scalable systems, driving cross-functional alignment, and creating frameworks that elevate customer support maturity worldwide. Responsibilities: Build and lead a high-performing team that blends instructional design, knowledge strategy, quality insights, and program/project leadership into a single, cohesive function. Define and drive a multi-year vision for Learning & Development, Knowledge Management, Quality Assurance,, and CX Program Management, aligning all initiatives to Crunchyroll's wider business goals. Partner with senior leadership to identify long-term customer and operational needs, shaping policy, tooling, and resourcing decisions. Own strategy for all areas of enablement with particular emphasis on leveraging AI and optimizing our tech stack to increase service speed & quality and reduce manual effort. Define KPIs to monitor success and progress, collect and apply learnings to ensure continuous improvement, tying enablement functions to business results. Partner closely with CX Ops and Analytics to define enablement KPIs and dashboards (CSAT, FCR, QA, time-to-proficiency, knowledge utilization) and drive measurable improvement. Support the launch of Crunchyroll’s strategic initiatives by developing the relevant training, coaching, knowledge management content, and project management structure. Collaborate with Marketing, Product, Program, and other cross-functional teams on the go-to-market strategy for product launches, including in-take, prioritization, planning, risk management, and stakeholder communication including the development of Learning & Knowledge Management assets Monitor emerging Quality, Learning and Knowledge Management trends across the digital landscape and use thought leadership to innovate the way we service our customers We are considering applicants for the location of Los Angeles or Dallas. About You 12+ years of experience in Customer Experience, Operations, or related fields, with at least 5+ years leading managers or multi-disciplinary teams. Demonstrated success creating and executing strategies across Knowledge Management, QA, L&D, and/or Program Management at scale. Prior experience building a scaled Learning & Development or Knowledge Management org, including leadership of customer facing help center, customer communication guidelines and internal process documentation Track record of working with third party vendors and leading regional teams located in EMEA and LATAM A data-driven mindset with the ability to interpret insights, measure impact, and guide continuous improvement. Experience driving cross-functional initiatives and leading through ambiguity in a fast-paced environment. Ability to inspire change within the organization and encourage the team to challenge status quo Careful attention to detail and project management skills, keen eye for identifying bottlenecks and streamlining communication Why you will love working at Crunchyroll In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks: Receive a great compensation package including salary plus performance bonus earning potential, paid annually. Flexible time off policies allowing you to take the time you need to be your whole self. Generous medical, dental, vision, STD, LTD, and life insurance Health Saving Account HSA program Health care and dependent care FSA 401(k) plan, with employer match Employer paid commuter benefit Support program for new parents Pet insurance #LifeAtCrunchyroll #LI-Hybrid The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks. Pay Transparency - Los Angeles, CA $160,000—$180,000 USD 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. Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.

Responsibilities

The Director will build and lead a high-performing team focused on Learning & Development, Knowledge Management, Quality Assurance, and Program Management. They will define a multi-year vision and partner with senior leadership to align initiatives with business goals.