Senior Manager, Games, Customer Experience

 

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: Culver City or Remote - USA

A Day in the Life:

• Responsible for all operational metrics delivered by the Customer Experience Games team including CSAT, Response Time & Service level agreement.
• Manage strategy for the Customer Experience Games organization, including path to an improved Customer Satisfaction rate.
• Launch a voice of the customer program for Games to amplify the voice of our most valuable players and improve visibility of critical player pain points. Drive solutions to these pain points by partnering with the Games Production and Development teams.
• Partner with Knowledge Management to create a dedicated Games Help Center with improved self-service options and enhanced brand engagement.
• Establish improved daily, weekly, monthly, and quarterly Games reports to better track performance and operational efficiency.
• Provide leadership to the wider CX ORG (including SVOD & Ecommerce) through contributions to the CX leadership team. Partner with Ecommerce and SVOD counterparts to establish an elevated and consistent experience for Crunchyroll fans globally.

About You:

• 8+ years of experience leading Customer Service and Player Support teams within the Gaming industry.
• Track record of building a scaled support team from scratch including the development of policy, process and metrics.
• Proven ability to drive high customer satisfaction and other service delivery KPIs through both continuous process improvement and agent development.
• Experience working globally across EMEA, LATAM and APAC with both internal team members and third party vendors.
• Track record of being data-driven, with experience leading 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
• Project management skills and ability for identifying bottlenecks and streamlining communication.
• Must have continual focus on employee engagement and development by driving coaching and mentoring within the org.
• Proficiency in Japanese or Mandarin would be preferred.

Benefits:

• Competitive salary
• "Use What You Need" time away from work policy
• 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

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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 w