{"id":2505785,"url":"https://alion.io/job/crunchyroll-senior-cx-analytics-manager","title":"Senior CX Analytics Manager","company":{"id":40459,"name":"Crunchyroll","domain":"crunchyroll.com","url":"https://alion.io/company/crunchyroll-news","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":90000,"max_usd":175000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1559},"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Looker","optional":false},{"name":"Machine Learning","optional":false},{"name":"Power BI","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-09-11T19:17:01Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-15T01:43:33Z","board_verified":true,"closed_at":null,"days_open":33,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":33},"description":"About Crunchyroll\nFounded 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.\nJoin our team, and help us shape the future of anime!\nAbout the role\nCrunchyroll is seeking a Senior CX Analytics Manager to lead advanced analytics efforts within our global Customer Experience organization. Reporting to the Director, CX Insights & Analytics, this role serves as a central analytics hub supporting CX Insights Managers, Contact Center Operations, Vendor Partners, Product teams, and business stakeholders across the company.\nThis leader will drive the development of analytical frameworks, predictive models, performance measurement systems, and strategic insights that improve customer satisfaction, operational efficiency, retention, and business outcomes. The ideal candidate combines strong technical expertise with business acumen and a passion for translating complex data into compelling narratives that influence executive decision-making.\nThis role is highly visible and requires close partnership with leaders across CX, Product, Subscription, Marketing, Trust & Safety, Finance, Data Engineering, and Business Intelligence teams.\nLead Advanced Analytics Strategy\nDevelop and execute the CX analytics roadmap aligned with customer and business objectives.\nEstablish scalable analytical frameworks to measure customer experience performance across support channels, products, and customer journeys.\nIdentify opportunities to improve customer satisfaction, reduce effort, increase retention, and optimize operational performance.\nServe as a strategic thought partner to CX leadership on emerging trends, risks, and opportunities.\nDeliver Actionable Business Insights\nTranslate large, complex datasets into clear recommendations that drive measurable business outcomes.\nConduct deep-dive analyses to uncover root causes of customer issues, operational inefficiencies, and customer behavior patterns.\nLead customer segmentation, journey analytics, cohort analysis, retention analysis, and predictive modeling initiatives.\nCreate executive-level narratives and presentations that communicate insights effectively to senior leadership.\nSupport Global Contact Center Operations\nPartner with Contact Center Operations leaders to measure and improve operational performance.\nDevelop forecasting, capacity planning, and workload modeling capabilities.\nAnalyze agent performance, productivity, quality, and customer outcomes to identify optimization opportunities.\nEvaluate vendor performance and support strategic business reviews through data-driven insights.\nBuild Analytics Products & Capabilities\nPartner with Data Engineering and BI teams to improve data accessibility, governance, and reporting infrastructure.\nDrive the development of dashboards, self-service reporting tools, and automated insight generation.\nEstablish standardized KPI frameworks, metric definitions, and reporting methodologies across the CX organization.\nEvaluate and implement advanced analytics, machine learning, and AI-driven solutions where appropriate.\n\nWe are considering applicants for the location of Dallas, Texas. \nAbout You\n12+ years of experience in analytics, business intelligence, data science, customer analytics, or related fields.\n3+ years of people leadership experience managing analytics or insights teams.\nAdvanced expertise in SQL and data analysis techniques.\nExperience working with large-scale datasets and modern analytics platforms.\n8+ years of experience with BI and visualization tools such as Tableau, Looker, Power BI, or similar platforms.\nProven ability to influence executive stakeholders through data-driven storytelling.\nExperience supporting customer experience, customer support, contact center, or operations functions.\nStrong understanding of statistical analysis, experimentation, forecasting, and predictive modeling.\nDemonstrated ability to balance strategic thinking with hands-on analytical execution.\nBA or advanced degree in Analytics, Statistics, Economics, Mathematics, Data Science, or a related field.\nWhy you will love working at Crunchyroll\nIn addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:\nReceive a great compensation package including salary plus performance bonus earning potential, paid annually.\nFlexible time off policies allowing you to take the time you need to be your whole self.\nGenerous medical, dental, vision, STD, LTD, and life insurance\nHealth Saving Account HSA program\nHealth care and dependent care FSA\n401(k) plan, with employer match\nEmployer paid commuter benefit\nSupport program for new parents\nPet insurance and some of our offices are pet friendly!\n#LifeAtCrunchyroll #LI-Hybrid \nAbout our Values\nWe 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\nCourage. We believe that when we overcome fear, we enable our best selves.\n\nCuriosity. We are curious, which is the gateway to empathy, inclusion, and understanding.\n\nKaizen. We have a growth mindset committed to constant forward progress.\nService. We serve our community with humility, enabling joy and belonging for others.\n\nOur commitment to diversity and inclusion\nOur mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.\nWe 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.\nCrunchyroll, 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.\nQuestions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs\nPlease 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\nPlease beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.","description_format":"text","description_chars":6805,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible time off","Life insurance","Pet friendly"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Sales & Marketing","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-10-14T07:14:08Z"}],"visa":[],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.663,"p_room":0.55,"age_days":33,"expected_fill_days":31,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-15T03:18:52Z"},"pay":null,"html_url":"https://alion.io/job/crunchyroll-senior-cx-analytics-manager","json_url":"https://alion.io/job/crunchyroll-senior-cx-analytics-manager.json","meta":{"generated_at":"2026-10-15T03:18:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4755,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":40459},"rest":"https://alion.io/mcp/rest/get_company?id=40459"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcrunchyroll-senior-cx-analytics-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcrunchyroll-senior-cx-analytics-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcrunchyroll-senior-cx-analytics-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/crunchyroll-senior-cx-analytics-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcrunchyroll-senior-cx-analytics-manager"}]}