Senior Director, Global SVOD, Customer Experience

About Crunchyroll

WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.

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

• Lead a global Customer Experience organization that enables the Anime connection through effortless, humanized and memorable customer interactions.
• Develop a vision and strategy that establishes customer experience as a point of difference for Crunchyroll.
• Implement programs to enhance customer satisfaction, reduce churn, and increase customer lifetime value.
• Improve operational processes and workflows to ensure efficient and scalable customer service operations.
• Partner with Quality, Learning and Knowledge Management teams to improve agent performance and ensure consistency and excellence in all customer interactions.
• Foster a data-driven culture within the Customer Experience team, encouraging leaders to use data and customer feedback to identify trends, pain points, and opportunities for improvement.
• Further Crunchyroll’s efforts to meet customers where they are by building a Social Media support strategy for service-based queries.
• Evaluate, select, and implement appropriate customer service technologies to refine operations and improve customer experience.

The Senior Director, Global SVOD, Customer Experience, you will report to the VP of Customer Experience and the Voice of the Customer.

We are considering applicants for the location(s) of Culver City, San Francisco, or Dallas.

About You

• 15+ years proven experience in a senior leadership role within a customer service department in a subscription-based service or digital entertainment industry.
• Experience leading a global organization including teams located in EMEA, LATAM and APAC
• Ability to inspire change within the organization and encourage the team to challenge status quo
• Experience working with third-party vendors and BPOs
• Experience being data-driven, with experience driving large initiatives through to completion
• Ability to form and use relationships to achieve business objectives
• Careful attention to detail and project management skills, keen eye for identifying bottlenecks and streamlining communication
• Strong analytical and problem-solving skills.

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 and some of our offices are pet friendly!

#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 - Culver City, CA$166,330—$207,912 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.

• Service. We serve our community with humility, enabling joy and belonging for others.

• Kaizen. We have a growth mindset committed to constant forward progress.

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