Global Workforce Manager, 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.

About the Role:

The Workforce Manager, Customer Experience will analyze and forecast our workforce requirements, to ensure that we maintain the optimal number of team members with the right skills at the right time. Reporting to our Senior Manager of Analytics, you will help achieve our service level goals through headcount management and productivity optimization.

About You:

• 4+ years of experience as a Workforce Analyst with global responsibilities
• Proficient in Excel (can perform complex functions) and other data analysis tools.
• Demonstrated experience sharing data and trend analysis, concerns regarding performance, action plans, and solutions to senior level executives
• Enthusiasm for customer service and understanding process pain points

A day in the life of our Global Workforce Manager:

• Evaluate trends within CX to better understand the relationship between support channels and expected ticket volume
• Help develop and implement training programs to improve employee performance
• Develop accurate workforce forecasts, including staffing levels and scheduling needs
• Analyze and interpret workforce data to identify trends and patterns
• Collaborate with managers to ensure that staffing levels meet our needs
• Recommend workforce planning strategies to increase efficiency and reduce costs
• Oversee workforce performance and find opportunities for improvement

Benefits: Dallas

• Health care and dependent care FSA
• Support program for new parents
• 401(k) plan with employer match
• Fun, passionate and accomplished co-workers
• Pet friendly - pet insurance
• Great compensation package
• "Use What You Need" time away from work policy
• Medical, Dental, Vision, STD, LTD, and life insurance

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 [email protected] 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:

• 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.
• Courage - When we overcome fear, we enable our best selves.
• Kaizen - We have a growth mindset committed to constant forward progress.

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.

#LifeAtCrunchyroll