Pay
$94.7K–$144K is typical
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Senior CX Analytics Manager
Dallas, Texas, United States
Live, first seen by us 31 days ago- Pay
- Pay not listedSimilar roles state $95K–$144K
- Work setting
- Not stated
- Employment
- Not stated
What you’ll work on
Full postingCrunchyroll is seeking a Senior CX Analytics Manager to lead advanced analytics efforts within our global Customer Experience organization.
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.
Develop and execute the CX analytics roadmap
Conduct deep-dive analyses on customer issues and behavior patterns
Develop forecasting, capacity planning, and workload models for contact center
Evaluate vendor performance for strategic business reviews
Establish standardized KPI frameworks and metric definitions across CX
From the employer’s posting
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.
Develop and execute the CX analytics roadmap aligned with customer and business objectives.
Conduct deep-dive analyses to uncover root causes of customer issues, operational inefficiencies, and customer behavior patterns.
Develop forecasting, capacity planning, and workload modeling capabilities.
Evaluate vendor performance and support strategic business reviews through data-driven insights.
Establish standardized KPI frameworks, metric definitions, and reporting methodologies across the CX organization.
What you’ll bring
All qualificationsCore experience
- 12+ years of experience in analytics, business intelligence, data science, customer analytics, or related fields.
- 401(k) plan, with employer match
- 3+ years of people leadership experience managing analytics or insights teams.
- 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.
Qualification wording
12+ years of experience in analytics, business intelligence, data science, customer analytics, or related fields.
401(k) plan, with employer match
3+ years of people leadership experience managing analytics or insights teams.
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.
About Crunchyroll
We serve our community with humility, enabling joy and belonging for others.
In the employer’s words · Read in context
Posting record
Report an error- Status in our records
- Live
- First seen by us
- Oct 5, 202631 days ago
- Recorded sightings
- 54
- Last seen by us
- Nov 4, 2026
These dates show when we found the posting. Check the employer’s website to confirm it is still accepting applications.
How this job compares
Time since we first saw it
Day 31
Similar jobs usually come down between day 5 and day 41.
At Crunchyroll, jobs usually come down by about day 103.
From 10,965 similar postings that came down, and 9 of Crunchyroll’s. Coming down is not always a hire.
Crunchyroll is hiring
4 open jobs
Open jobs by the week we first saw them, last 12 weeks.
- Its jobs tend to stay up a long time
See how this role fits your experience
Add your resume and we’ll mark which of these tools you already use, and point out anything in the posting that could rule you out.
- SQL
- Looker
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- Tableau
Where the posting names them
- 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.
- 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.
Your next step
Complete your application on boards.greenhouse.io. The employer’s form will show what is required.
Applying through Greenhouse
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Demand for Analyst roles
New Analyst postings at the employers we follow are up 19% over the last 5 weeks compared with the 5 before.
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About the role
We file this job under Analyst, by the work the posting describes.
Analysts answer business questions with data. They pull numbers with SQL, build reports and dashboards, and explain what changed and why to the people making decisions.
Most postings ask for SQL, spreadsheets, a dashboard tool such as Tableau or Power BI, and clear writing.
Unlike a data scientist, an analyst mostly explains what happened rather than building models that predict what will.
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
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- 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.
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Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
- Kaizen. We have a growth mindset committed to constant forward progress.
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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.
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- Pay
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- Location & working pattern
Dallas, Texas, United States
- Pet insurance and some of our offices are pet friendly! #LifeAtCrunchyroll #LI-Hybrid About our Values
- Work authorization
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