Director, CX Enablement

About the role

We are seeking a strategic, visionary Director to lead our Customer Experience Enablement organization across four critical functions: Learning & Development, Knowledge Management, Quality Assurance and Program Management. 

This role demands an executive-level leader experienced in building high-performing, globally distributed teams and working with outsourced partner operations. The ideal candidate excels at designing scalable systems, driving cross-functional alignment, and creating frameworks that elevate customer support maturity worldwide.

Responsibilities:

• Build and lead a high-performing team that blends instructional design, knowledge strategy, quality insights, and program/project leadership into a single, cohesive function.
• Define and drive a multi-year vision for Learning & Development, Knowledge Management, Quality Assurance,, and CX Program Management, aligning all initiatives to Crunchyroll's wider business goals.
• Partner with senior leadership to identify long-term customer and operational needs, shaping policy, tooling, and resourcing decisions.
• Own strategy for all areas of enablement with particular emphasis on leveraging AI and optimizing our tech stack to increase service speed & quality and reduce manual effort. 
• Define KPIs to monitor success and progress, collect and apply learnings to ensure continuous improvement, tying enablement functions to business results.
• Partner closely with CX Ops and Analytics to define enablement KPIs and dashboards (CSAT, FCR, QA, time-to-proficiency, knowledge utilization) and drive measurable improvement.
• Support the launch of Crunchyroll’s strategic initiatives by developing the relevant training, coaching, knowledge management content, and project management structure.
• Collaborate with Marketing, Product, Program, and other cross-functional teams on the go-to-market strategy for product launches, including in-take, prioritization, planning, risk management, and stakeholder communication including the development of Learning & Knowledge Management assets
• Monitor emerging Quality, Learning and Knowledge Management trends across the digital landscape and use thought leadership to innovate the way we service our customers

We are considering applicants for the location of Los Angeles or Dallas. 

About You

• 12+ years of experience in Customer Experience, Operations, or related fields, with at least 5+ years leading managers or multi-disciplinary teams.
• Demonstrated success creating and executing strategies across Knowledge Management, QA, L&D, and/or Program Management at scale.
• Prior experience building a scaled Learning & Development or Knowledge Management org, including leadership of customer facing help center, customer communication guidelines and internal process documentation 
• Track record of working with third party vendors and leading regional teams located in EMEA and LATAM 
• A data-driven mindset with the ability to interpret insights, measure impact, and guide continuous improvement.
• Experience driving cross-functional initiatives and leading through ambiguity in a fast-paced environment.
• Ability to inspire change within the organization and encourage the team to challenge status quo 
• Careful attention to detail and project management skills, keen eye for identifying bottlenecks and streamlining communication

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 

#LifeAtCrunchyroll #LI-Hybrid