---
title: 'Senior CX Analytics Manager at Crunchyroll, LLC'
canonical: 'https://feeny.ai/job/senior-cx-analytics-manager-crunchyroll-llc-dallas-texas-ng1ry157wb5s'
type: 'job'
last_seen: '2026-09-13'
---

# Senior CX Analytics Manager at Crunchyroll, LLC

- **Company:** Crunchyroll, LLC
- **Location:** Dallas Texas, United States
- **Posted:** 2026-09-11
- **Last confirmed live:** 2026-09-13
- **Apply:** https://boards.greenhouse.io/crunchyroll/jobs/8171662?gh_jid=8171662

## Job description

## 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

Crunchyroll 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.

This 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.

This role is highly visible and requires close partnership with leaders across CX, Product, Subscription, Marketing, Trust & Safety, Finance, Data Engineering, and Business Intelligence teams.

Lead Advanced Analytics Strategy

- Develop and execute the CX analytics roadmap aligned with customer and business objectives.
- Establish scalable analytical frameworks to measure customer experience performance across support channels, products, and customer journeys.
- Identify opportunities to improve customer satisfaction, reduce effort, increase retention, and optimize operational performance.
- Serve as a strategic thought partner to CX leadership on emerging trends, risks, and opportunities.

Deliver Actionable Business Insights

- Translate large, complex datasets into clear recommendations that drive measurable business outcomes.
- Conduct deep-dive analyses to uncover root causes of customer issues, operational inefficiencies, and customer behavior patterns.
- Lead customer segmentation, journey analytics, cohort analysis, retention analysis, and predictive modeling initiatives.
- Create executive-level narratives and presentations that communicate insights effectively to senior leadership.

Support Global Contact Center Operations

- Partner with Contact Center Operations leaders to measure and improve operational performance.
- Develop forecasting, capacity planning, and workload modeling capabilities.
- Analyze agent performance, productivity, quality, and customer outcomes to identify optimization opportunities.
- Evaluate vendor performance and support strategic business reviews through data-driven insights.

Build Analytics Products & Capabilities

-

- Partner with Data Engineering and BI teams to improve data accessibility, governance, and reporting infrastructure.
- Drive the development of dashboards, self-service reporting tools, and automated insight generation.
- Establish standardized KPI frameworks, metric definitions, and reporting methodologies across the CX organization.
- Evaluate and implement advanced analytics, machine learning, and AI-driven solutions where appropriate.

We are considering applicants for the location of Dallas, Texas.

## About You

- 12+ years of experience in analytics, business intelligence, data science, customer analytics, or related fields.
- 3+ years of people leadership experience managing analytics or insights teams.
- Advanced expertise in SQL and data analysis techniques.
- Experience working with large-scale datasets and modern analytics platforms.
- 8+ years of experience with BI and visualization tools such as Tableau, Looker, Power BI, or similar platforms.
- Proven ability to influence executive stakeholders through data-driven storytelling.
- Experience supporting customer experience, customer support, contact center, or operations functions.
- Strong understanding of statistical analysis, experimentation, forecasting, and predictive modeling.
- Demonstrated ability to balance strategic thinking with hands-on analytical execution.
- BA or advanced degree in Analytics, Statistics, Economics, Mathematics, Data Science, or a related field.

## 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.

## About Crunchyroll, LLC

## Company Overview
- **One-liner**: Crunchyroll is the world’s largest anime streaming service, delivering anime content, theatrical releases, merchandise, games, news, events, and music to a global fan community.
- **Entity Type**: Private (Joint Venture between Sony Pictures Entertainment and Aniplex of Japan)
- **Headquarters**: Los Angeles, California, United States
- **Founded**: 2006
- **Founders**: Not publicly available in recent sources

## Core Business
- **Primary industry**: Entertainment (anime streaming and media)
- **Target customers**: B2C – anime fans globally (individual consumers)
- **Mission or purpose statement**: “We deliver what anime fans love—anytime, anywhere. We believe anime is more than entertainment—it’s a way of life.” [crunchyroll.com](https://crunchyroll.com/about/jobs)

## Products & Services
- **Crunchyroll Streaming Service**: The world’s largest anime streaming library with subtitled and dubbed content, available via web, mobile, and TV apps. (SaaS/Subscription)
- **Theatrical Releases**: Distribution of anime films in theaters worldwide.
- **Merchandise Store**: Official anime merchandise, figures, apparel, and collectibles (e-commerce).
- **Crunchyroll Games**: Mobile and browser games based on popular anime franchises.
- **News & Events**: Anime news coverage, virtual and in-person fan events, and conventions.
- **Music**: Anime soundtracks and original music distribution.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (acquired by Funimation in 2020 for $1.175B; now part of Sony/Funimation Global Group)
- **Key Metric**: Annual Revenue of $140.0M (as of latest data) [linkedin.com](https://www.linkedin.com/company/crunchyroll)
- **Total Funding**: $26.8M across 3 rounds (last venture round in 2015 led by Otter Media) [linkedin.com](https://www.linkedin.com/company/crunchyroll)
- **Notable Investors/Partners**: Sony Pictures Entertainment, Aniplex of Japan, Otter Media, TV Tokyo
- **Growth Signals**: 1,453 employees operating in 31 countries; job postings up +82.9% year-over-year; LinkedIn followers +20.5% yearly; active in India, France, Mexico, Japan, and more. [linkedin.com](https://www.linkedin.com/company/crunchyroll)

## Competitive Advantages
- **Largest anime streaming library** globally, with deep catalog and simulcast rights.
- **Sony/Aniplex partnership** provides unique access to Japanese anime production and distribution.
- **Integrated ecosystem** spanning streaming, merchandise, games, events, and music—creating multiple touchpoints for fans.
- **Authenticity and cultural roots** in Japan, reinforced by the Aniplex connection.
- **Global scale** with offices in 14 cities and localized content in multiple languages.

## Strategic Focus
- Expand global reach into emerging markets (India, Latin America, Southeast Asia).
- Deepen fan engagement through interactive experiences (games, events, community features).
- Grow the merchandise and e-commerce business.
- Continue investing in original co-productions and theatrical releases.
- Leverage AI/ML for personalization and content discovery (e.g., hiring Manager of Machine Learning and Data Science). [builtin.com](https://builtin.com/company/crunchyroll)

## Why Work Here
- **Mission-driven culture**: Employees are passionate about anime and serving a global fan community. [builtinsf.com](https://www.builtinsf.com/company/crunchyroll/faq/workplace-perception)
- **Hybrid work model**: Three in-person days per week (Tuesdays, Wednesdays, Thursdays) with flexibility; remote options for some roles. [builtin.com](https://builtin.com/company/crunchyroll)
- **Comprehensive benefits**: Health insurance, 401(k) match, mental-health support, flexible time off, free anime subscriptions, catered lunches, commuter benefits, pet-friendly offices, childcare benefits, and parental leave. [builtin.com](https://builtin.com/company/crunchyroll)
- **Career development**: Job training, conferences, online course subscriptions, and promotion opportunities. [builtin.com](https://builtin.com/company/crunchyroll)
- **Positive employee sentiment**: High satisfaction ratings on Glassdoor and Comparably, with praise for collaborative environment and growth opportunities. [builtinsf.com](https://www.builtinsf.com/company/crunchyroll/faq/workplace-perception)
- **Diversity & inclusion**: Dedicated DEI staff, documented equal pay policy, and highly diverse management team. [builtin.com](https://builtin.com/company/crunchyroll)
- **Offices in 14 global locations**: Los Angeles, San Francisco, Tokyo, Paris, Berlin, London, Mexico City, Hyderabad, and more. [builtin.com](https://builtin.com/company/crunchyroll)

## Sources
1. [linkedin.com](https://www.linkedin.com/company/crunchyroll) – Company overview, financials, workforce, and growth data.
2. [builtin.com](https://builtin.com/company/crunchyroll) – Perks, culture, hybrid policy, benefits, and technology.
3. [crunchyroll.com](https://crunchyroll.com/about/jobs) – Official about page and mission.
4. [help.crunchyroll.com](https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs) – Hiring process and recruitment fraud warnings.
5. [builtinsf.com](https://www.builtinsf.com/company/crunchyroll/faq/workplace-perception) – Employee satisfaction and workplace perception.

## Other roles at Crunchyroll, LLC

- [Lead Finance Data Analyst](https://feeny.ai/job/lead-finance-data-analyst-crunchyroll-llc-los-angeles-california-rgg0je3w2rty) — Los Angeles California, United States
- [Director, Enterprise Strategy & Initiatives](https://feeny.ai/job/director-enterprise-strategy-initiatives-crunchyroll-llc-los-angeles-california-73602y7h3dr4) — Los Angeles California, United States
- [Corporate Strategy Senior Analyst](https://feeny.ai/job/corporate-strategy-senior-analyst-crunchyroll-llc-los-angeles-california-yvt1yt65b8x4) — Los Angeles California, United States
- [Security Analyst](https://feeny.ai/job/security-analyst-crunchyroll-llc-dallas-texas-by77x3c7mps2) — Dallas Texas, United States
- [Staff Site Reliability Engineer](https://feeny.ai/job/staff-site-reliability-engineer-crunchyroll-llc-los-angeles-california-afegg62vqmcf) — Los Angeles California, United States
- [Staff Site Reliability Engineer](https://feeny.ai/job/staff-site-reliability-engineer-crunchyroll-llc-san-francisco-ca-7nptmjzerpv0) — San Francisco CA, United States
- [Senior Software Engineer, Infrastructure Engineering](https://feeny.ai/job/senior-software-engineer-infrastructure-engineering-crunchyroll-llc-los-angeles-mf414s07zav8) — Los Angeles California, United States
- [Deal Management Senior Analyst](https://feeny.ai/job/deal-management-senior-analyst-crunchyroll-llc-los-angeles-california-wpanmw36bchn) — Los Angeles California, United States
- [Deal Management Analyst](https://feeny.ai/job/deal-management-analyst-crunchyroll-llc-los-angeles-california-y9hgjy4ewyay) — Los Angeles California, United States
- [Senior Site Reliability Engineer](https://feeny.ai/job/senior-site-reliability-engineer-crunchyroll-llc-hyderabad-5rgpn9vwzstz) — Hyderabad, India