Associate CX Manager, EMEA

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 an Associate CX Manager, EMEA, you are the operational support to the Senior Customer Experience Managers. You will lead partner alignment from a Team Lead perspective, drive performance improvements, and ensure our partners follow processes. Your work directly impacts agent success, partner consistency, and customer experience. You will play a key role in supporting day-to-day partner operations, ensuring Partner Team Leads are aligned on goals, performance expectations, and processes. By leveraging data and feedback, you will identify trends, address performance gaps, and drive continuous improvement across partners. You will be the important link between internal partners and external teams, ensuring consistent execution and communication. We measure success in this role through operational efficiency, partner alignment, and measurable improvements in customer experience outcomes.

In the role of Associate CX Manager, EMEA, you will report to the Senior Customer Experience Vendor Manager, EMEA.

For this role, we are considering applicants for the location of Berlin, Germany.

Core Areas of Responsibility

• Partner Operations & Alignment:

• Be the primary contact for BPO/vendor partner Team Leads, ensuring consistent alignment on goals, processes, and expectations.

• Lead regular syncs, maintain clear communication across EMEA languages, and ensure the partners effectively implement updates from process changes.

• Performance Management & KPI Oversight:

• Monitor queue health, operational metrics, and agent-level performance on a daily basis.

• Partner with Team Leads to review weekly goals, track progress, and ensure accountability through structured follow-ups and action plans.

• Process Improvement & Escalation Management:

• Identify recurring operational issues, escalate with proposed solutions, and collaborate with Quality, Training, and other partners to drive sustainable improvements.

• Participate in process change initiatives and ensure consistent execution across regions.

• Stakeholder Communication & Reporting:

• Share performance insights, trends, and recommendations with CX Managers.

• Deliver regular reporting, including agent performance summaries and VOC insights, to support data-driven decision-making.

• Team Lead Coaching & Development:

• Provide ongoing coaching and feedback to Partner Team Leads to improve agent performance and leadership effectiveness.

• Support recognition programs, facilitate agent engagement initiatives such as focus groups, and help build a high-performing, motivated partner network.

About You

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

• 5+ years of experience in customer experience in a vendor/BPO environment, or operations.

• Experience leading Team Leads and driving performance to deliver business outcomes.

• Strong knowledge of customer interactions and expectations across the EMEA region.

• Experience adapting approaches to diverse markets and cultural nuances.

• Experience interpreting KPIs, identifying trends, and translating insights into actionable improvements.

• Experience in influencing partner performance and aligning multiple stakeholders across different regions, functions, and levels of seniority.

• Hands-on experience with CCaaS platforms such as Zendesk, Salesforce, or similar tools.

• You have experience with CX tools and platforms, including Chatbots, CMS, and WFM, as well as Sierra AI.

• Experience working in a globally matrixed organization.

About the Team

At Crunchyroll, our mission is to super-serve our fans around the globe. The Customer Experience team is central to bringing this mission to life by ensuring every interaction our fans have with us is seamless, consistent, and high quality. You will sit within the EMEA CX operations structure and work with our vendor partner teams, serving as the primary liaison between Crunchyroll and our external support partner. We focus on equipping partners and agents with the right information, tools, and guidance to support our customers.

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

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