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!
We are seeking two (2) Senior CX Program Managers who will serve as a strategic operational advisors. You will drive process excellence, operational transformation, and cross-functional execution across the Customer Experience organization. You will partner with CX leaders to optimize operational efficiency, build scalable operating models, and ensure initiatives are executed through strong governance, structured program management, and continuous process improvement.
In this role you will design, implement, and own the Customer Experience Process Change Framework—a standardized intake, evaluation, governance, implementation, and communication model for all operational changes. This framework will become the foundation for how CX evaluates, prioritizes, implements, and communicates operational change.
Strategic Thought Partner & Trusted Advisor- Streamline processes and improve communication in order to enable leaders to focus on strategic initiatives and high level decision making
- Establish standardized intake, prioritization, governance, implementation, and communication processes for all Customer Experience initiatives.
- Analyze, map, and document current-state and future-state workflows across Customer Experience, including customer-facing, agent-facing, and internal operational processes.
- Evaluate and optimize agent workflows, support processes, and operational procedures to improve efficiency, consistency, quality, and customer outcomes.
- Identify operational bottlenecks, inefficiencies, and opportunities to simplify, standardize, automate, and scale processes.
- Lead end-to-end process redesign initiatives that improve operational performance, employee experience, and customer experience.
- Develop standardized process documentation, SOPs, governance artifacts, operational playbooks, and scalable operating models that support organizational growth and continuous improvement.
- Partner with the CX team and cross functional partners to create a unified operating model that connects initiative management, process governance, change management, and operational readiness.
- Develop governance structures, milestone tracking, executive reporting, dashboards, and risk management processes that improve visibility and execution.
- Facilitate governance meetings, executive steering committees, and cross-functional working sessions while driving accountability across stakeholder groups.
- Lead operational readiness planning and change management activities for new processes, systems, AI capabilities, and enterprise initiatives.
- Collaborate with Learning & Development and operational leaders to develop communication strategies, documentation, and training plans that drive successful adoption.
- Champion a culture of continuous improvement, operational excellence, innovation, and data-driven decision-making throughout Customer Experience.
- Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Project Management, Information Systems, or a related field.
- 12+ years of experience in Process Excellence, Business Process Improvement, Operational Excellence, Program Management, Management Consulting, or Customer Experience Operations.
- Experience designing and implementing scalable process frameworks, governance models, and operating models.
- Knowledge of process mapping methodologies and continuous improvement frameworks such as Lean, Six Sigma, or Business Process Management (BPM).
- Experience managing enterprise initiatives using project management platforms such as Asana.
- Strong understanding of AI technologies, workflow automation strategies, and how AI can improve operational workflows and customer experiences.
- Working knowledge of Salesforce Service Cloud capabilities and customer support technologies.
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 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.
Skills Required
- Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, Project Management, Information Systems, or a related field.
- 12+ years of experience in Process Excellence, Business Process Improvement, Operational Excellence, Program Management, Management Consulting, or Customer Experience Operations.
- Experience designing and implementing scalable process frameworks, governance models, and operating models.
- Knowledge of process mapping methodologies and continuous improvement frameworks such as Lean, Six Sigma, or Business Process Management.
- Experience managing enterprise initiatives using project management platforms such as Asana.
- Strong understanding of AI technologies, workflow automation strategies, and how AI can improve operational workflows and customer experiences.
- Working knowledge of Salesforce Service Cloud capabilities and customer support technologies.
What the Team is Saying
Crunchyroll Compensation & Benefits Highlights
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Healthcare Strength — Healthcare is described as fully covered in the U.S., with dental and vision plus HSA/FSA options, and access to Sony Pictures’ comprehensive medical programs and resources. Family-building and caregiving supports such as fertility coverage and backup care are also documented in Sony’s benefits materials.
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Retirement Support — Retirement support includes a 401(k) plan administered via Sony with an employer match and documented first‑day eligibility/enrollment timelines. Plan guides and SPDs are accessible through the Sony benefits hub.
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Leave & Time Off Breadth — Time away is framed around Flexible Time Off in U.S. roles alongside paid parental leave. Additional paid leave types and hybrid work practices are referenced across public materials and listings.
Crunchyroll Insights
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.
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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.
