Senior Director, Knowledge Management

Who We Are

We’re a cast of characters working to shine a spotlight on anime. Crunchyroll is an international business focused on creating both online and offline experiences for fans through content (licensed, co-produced, originals, distribution), merchandise, events, gaming, news, and more. Visit our About Us pages for more information about our collection of brands.

Location: Remote or Hybrid [Los Angeles, San Francisco, Dallas]

About You:

• 12+ years of experience in the digital Knowledge Management and Learning & development space
• Prior experience building a scaled Knowledge Management org, including leadership of customer facing help center, customer communication guidelines and internal process documentation
• Track record of leading regional KM teams located in EMEA and LATAM
• Prior copywriting experience, preferably for a customer facing help center
• Experience working with third party vendors
• Track record of being data-driven, with experience driving large initiatives through to completion
• Ability to form and leverage cross-functional relationships to achieve business objectives
• 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

A Day in the Life:

• Build and lead a CX Knowledge Management organization that enables the Anime connection through effortless, humanized and memorable customer interactions
• Own strategy & vision for both customer facing help center and internal agent knowledgebase
• Create & own Email & Chat voice & style guidelines
• Define KPIs to monitor success and progress, collect and apply learnings to ensure continuous improvement
• Support the launch of strategic initiatives by developing the relevant Knowledge Management & Learning & Development structure
• Collaborate with Marketing, Product, Program and other cross functional teams on go-to-market strategy for product launches and install in-take process for new knowledgebase & help center content
• Monitor emerging Customer Experience and Knowledge Management trends across the digital landscape and use thought leadership to innovate the way we service our customers

Benefits and perks:

• Competitive salary
• Medical, dental, vision, STD, LTD, and life insurance
• Health care and dependent care FSA
• 401(k) plan with employer match
• Support program for new parents
• Fun, passionate and skilled co-workers

#LI-Hybrid
#LI-Remote

Questions about Crunchyroll's hiring process? Please check out our FAQ

Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email accounts. If you have any questions of the authenticity of a Crunchyroll job offer, please contact recruiting@crunchyroll.com before giving away any information.

About Crunchyroll

Crunchyroll connects anime and manga fans across 200+ countries and territories with the content and experiences they love. In addition to free ad-supported and subscription premium content, Crunchyroll serves the anime community across events, theatrical, games, consumer products, collectibles and manga publishing.

 Anime fans have access to one of the largest collections of licensed anime through Crunchyroll and translated in multiple languages for viewers worldwide. Viewers can also access simulcasts — top series available immediately after Japanese broadcast. 

The Crunchyroll app is available on over 15 platforms, including all gaming consoles.

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.

Our Company Values

You’ll see these in action if we’re lucky enough to have you:

• Courage - 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.

We are an equal opportunity employe