Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. 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.
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 adecuado opportunity for someone who enjoys solving business problems with data and wants to grow from reporting and visualization into advanced analytics and customer insights.
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.
Monitor dashboard performance, data quality, and reporting reliability.
Analyze customer support performance metrics including contact volume, service levels, response times, customer satisfaction, resolution rates, and agent productivity.
Translate complex data into clear business recommendations and executive-ready visualizations.




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.
Perform root cause analysis to identify drivers of customer issues and support demand.
Help build a culture of data-driven decision making across Customer Experience.
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.
~ 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.
You balance technical expertise with business understanding.
It's just the way we do business.
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.,

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