CX Operations Analyst

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!

The CX Operations Analyst will play a key role in building the foundation of Customer Experience analytics at Crunchyroll. This position will be responsible for developing, maintaining, and enhancing operational dashboards and reporting solutions that provide visibility into contact center performance, customer health, and emerging trends.

Initially, the role will focus heavily on Tableau and Salesforce reporting, supporting stakeholders across Customer Experience, Operations, Product, and Business teams. Over time, this position will evolve into a broader CX Analytics role with opportunities to perform advanced analysis, identify drivers of customer behavior, uncover root causes of customer friction, and influence strategic business decisions.

This is an ideal opportunity for someone who enjoys solving business problems with data and wants to grow from reporting and visualization into advanced analytics and customer insights.

What You’ll Do

• Design, develop, and maintain Tableau dashboards that provide real-time and historical visibility into contact center operations and customer experience performance.
• Build and support Salesforce dashboards and reports used by CX leadership and operational teams.
• Create scalable reporting solutions that deliver consistent, trusted metrics across the organization.
• Monitor dashboard performance, data quality, and reporting reliability.

CX Operations Insights

• Analyze customer support performance metrics including contact volume, service levels, response times, customer satisfaction, resolution rates, and agent productivity.
• Identify trends, anomalies, and operational opportunities that improve customer outcomes and efficiency.
• Partner with CX leaders to define KPIs and establish measurement frameworks.
• Translate complex data into clear business recommendations and executive-ready visualizations.

Cross-Functional Collaboration

• Work closely with Customer Experience, Product, Engineering, Data, and Business Intelligence teams to improve access to customer data and insights.
• Gather stakeholder requirements and translate business questions into analytical solutions.
• Support recurring business reviews with reporting, insights, and recommendations.

Future Growth into Advanced Analytics

• Develop deeper analytical capabilities around customer behavior, retention, support effectiveness, and customer journey optimization.
• Perform root cause analysis to identify drivers of customer issues and support demand.
• Contribute to predictive and prescriptive analytics initiatives as the CX Analytics function evolves.
• Help build a culture of data-driven decision making across Customer Experience.

What We’re Looking For

Required Qualifications

• Bachelor's degree in Analytics, Statistics, Business, Economics, Information Systems, Data Science, or a related field, or equivalent practical experience.
• 5+years of experience in analytics, business intelligence, operations analysis, customer experience, or related roles.
• Experience building dashboards and reports in Tableau.
• Experience working with Salesforce reporting and dashboards.
• Strong SQL skills and experience working with relational datasets.
• Ability to communicate insights clearly to both technical and non-technical audiences.
• Strong problem-solving skills and attention to detail.
• Comfortable working in a fast-paced, evolving environment.

Preferred Qualifications

• Experience supporting customer service, contact center, or customer experience organizations.
• Experience with customer support platforms such as Salesforce Service Cloud, Zendesk, or similar systems.
• Familiarity with data warehousing concepts and modern analytics ecosystems.
• Experience performing statistical analysis, experimentation, forecasting, or customer behavior analysis.
• Knowledge of Python, R, or other analytical programming languages.
• Experience working with large-scale customer datasets.

What Makes Someone Successful in This Role

• You are naturally curious and enjoy digging beneath the surface to understand why things happen.
• You balance technical expertise with business understanding.
• You can build trusted reporting while also uncovering meaningful insights.
• You are comfortable moving between operational details and strategic questions.
• You are excited by the opportunity to grow from dashboard development into advanced customer analytics.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate, and inspired colleagues, you will also enjoy great benefits and perks

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.