About Crunchyroll

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

As a Senior Manager, Digital Knowledge Management, you will lead our efforts in global knowledge management, self-service, and digital experience optimization to shape the future of the digital customer experience through practical, hands-on execution. You will be an advocate for knowledge sharing, governance, and customer empowerment, defining and scaling strategies that enhance how both customers and our teams access information globally.

You will build and sustain a collaborative, culture through knowledge and data management activities, ensuring that processes and metrics are in place to manage and deliver knowledge across global markets.

You will help customers better understand our products and services while reducing friction in their support journeys.

Lead programs that improve global digital customer experiences and promote self-service adoption, and maintain knowledge bases and chatbots to improve accessibility and case deflection.
Improve and implement global knowledge management strategy, governance, and processes.
Develop content governance frameworks, taxonomies, and search optimization strategies.
Partner across departments to identify knowledge gaps and ensure content accuracy, consistency, and usability.
Collaborate with product, operations, and technology teams to integrate AI, automation, and personalization into knowledge tools.
Monitor digital trends, latest tech
Leverage social listening and community engagement platforms, such as Reddit, AppFollows, and TrustPilot, to inform your knowledge and self-service strategies.
Partner with community teams to align messaging and support efforts.
Identify opportunities to expand self-service adoption through digital and community touchpoints.
Measure important success metrics and share insights to improve self-service performance and customer satisfaction.
Lead a team of knowledge / digital specialists, and copywriters to foster a collaborative and high-performing team culture.
Partner with global and regional leaders to align knowledge and self-service strategies across markets.

In the role of Senior Manager, Digital Knowledge Management, you will report to the Senior Director, Global Knowledge Management.

We are considering applicants for the locations of Dallas, Los Angeles, and San Francisco.

About You

We get excited about candidates, like you, because...

8+ years of experience in digital knowledge management, self-service strategy, and customer-facing process documentation, both strategic direction and tactical execution.
5+ years of people management experience managing 5+ direct reports globally.
Experience working with global partners and BPOs aligning knowledge management practices to diverse markets and customer needs.
Experience managing global content across multiple languages and regions.
Knowledge of KM/CMS tools, processes, and methodologies, with hands-on experience in systems (i.e. Salesforce, Sierra, or Zendesk Guide).
Able translate business strategy into knowledge and self-service plans, guiding execution through team leadership and collaboration.
Experience with copywriting and content development background, including technical documentation, non-technical instructions, and branded voice content.
Experience in analyzing and providing insights from Help Center reporting.

About the Team

The Crunchyroll Customer Experience (CX) Global Knowledge Management team is a pillar within the CX organization, responsible for creating, managing, and evolving both internal and external knowledge. Our goal is to provide our agents and customers with information at their fingertips to provide the best service and self-service, respectively. We are expanding and growing the team with leaders and authors to curate just-in-time, relevant content to all our users. We aim to collaborate with all partners to stay abreast of any new changes within Crunchyroll.

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

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.
Kaizen. We have a growth mindset committed to constant forward progress.
Service. We serve our community with humility, enabling joy and belonging for others.

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, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.

Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs

Please 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

Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.