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!
As a Senior Manager, Digital Knowledge Management, you will lead our efforts in global knowledge management, self-service, and digital experience optimization to shape the future of the digital customer experience through practical, hands-on execution. You will be an advocate for knowledge sharing, governance, and customer empowerment, defining and scaling strategies that enhance how both customers and our teams access information globally.
You will build and sustain a collaborative, culture through knowledge and data management activities, ensuring that processes and metrics are in place to manage and deliver knowledge across global markets.
You will help customers better understand our products and services while reducing friction in their support journeys.
- Lead programs that improve global digital customer experiences and promote self-service adoption, and maintain knowledge bases and chatbots to improve accessibility and case deflection.
- Improve and implement global knowledge management strategy, governance, and processes.
- Develop content governance frameworks, taxonomies, and search optimization strategies.
- Partner across departments to identify knowledge gaps and ensure content accuracy, consistency, and usability.
- Collaborate with product, operations, and technology teams to integrate AI, automation, and personalization into knowledge tools.
- Monitor digital trends, latest tech
- Leverage social listening and community engagement platforms, such as Reddit, AppFollows, and TrustPilot, to inform your knowledge and self-service strategies.
- Partner with community teams to align messaging and support efforts.
- Identify opportunities to expand self-service adoption through digital and community touchpoints.
- Measure important success metrics and share insights to improve self-service performance and customer satisfaction.
- Lead a team of knowledge / digital specialists, and copywriters to foster a collaborative and high-performing team culture.
- Partner with global and regional leaders to align knowledge and self-service strategies across markets.
In the role of Senior Manager, Digital Knowledge Management, you will report to the Senior Director, Global Knowledge Management.
We are considering applicants for the locations of Dallas, Los Angeles, and San Francisco.
About YouWe get excited about candidates, like you, because...
- 8+ years of experience in digital knowledge management, self-service strategy, and customer-facing process documentation, both strategic direction and tactical execution.
- 5+ years of people management experience managing 5+ direct reports globally.
- Experience working with global partners and BPOs aligning knowledge management practices to diverse markets and customer needs.
- Experience managing global content across multiple languages and regions.
- Knowledge of KM/CMS tools, processes, and methodologies, with hands-on experience in systems (i.e. Salesforce, Sierra, or Zendesk Guide).
- Able translate business strategy into knowledge and self-service plans, guiding execution through team leadership and collaboration.
- Experience with copywriting and content development background, including technical documentation, non-technical instructions, and branded voice content.
- Experience in analyzing and providing insights from Help Center reporting.
The Crunchyroll Customer Experience (CX) Global Knowledge Management team is a pillar within the CX organization, responsible for creating, managing, and evolving both internal and external knowledge. Our goal is to provide our agents and customers with information at their fingertips to provide the best service and self-service, respectively. We are expanding and growing the team with leaders and authors to curate just-in-time, relevant content to all our users. We aim to collaborate with all partners to stay abreast of any new changes within Crunchyroll.
Why you will love working at CrunchyrollIn 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 and some of our offices are pet friendly!
#LifeAtCrunchyroll #LI-Hybrid
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 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.
Top Skills
What the Team is Saying
What We Do
At Crunchyroll, we deliver what anime fans love—anytime, anywhere.
With the world’s largest anime streaming library, we connect fans to the stories, characters, and creators they love. But Crunchyroll is more than just a destination to watch anime—it's a global ecosystem where anime lives and breathes beyond the screen.
From streaming and theatrical releases to merch, games, news, events, and music, we offer fans immersive experiences that celebrate anime culture in all its forms.
Headquartered in the U.S. with teams and reach across the globe, Crunchyroll is an independently operated joint venture between Sony Pictures Entertainment and Aniplex of Japan. This unique partnership gives us the power to scale globally while staying rooted in anime’s cultural origins, ensuring authenticity and access for fans everywhere.
We believe anime is more than entertainment—it’s a way of life. And we’re here to champion that passion every day.
Why Work With Us
We take the People Experience seriously here at Crunchyroll. Join a diverse team of talented, ambitious people who treat each other well and believe that how we win is just as important as winning.
Gallery
Crunchyroll Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Three in-person days per week. Tuesdays, Wednesdays, and Thursdays are the company-wide days for ALL team members to be in the office, and individuals may choose to come in more if they please.
