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Crunchyroll • San Francisco, California, United States
Salary: $87,724 - $109,654 / year
Role & seniority: Training & QA Program Manager, reporting to Senior Manager of Quality Assurance; part of global Customer Experience team.
Stack/tools: Learning Management Systems (LMS); Quality Assurance tools; advanced conversation review tools (automation + manual reviews + AI-driven insights); multilingual train-the-trainer capabilities; data/analytics for training design and evaluation.
Lead and manage regional or partner-specific training and QA programs, including audits and quality-improvement projects.
Align QA and L&D activities with CX strategy and organizational priorities across global operations; ensure consistency and agent development.
Analyze operational and quality data to identify trends, inform training content, and drive improvements to agent and customer experiences; measure program effectiveness with vendors and Operations.
5+ years in Training and Quality Assurance for Customer Experience; 2+ years leading programs and managing internal/outsourced teams.
Experience with LMS and QA tools; familiarity with advanced conversation review tools and AI-driven insights.
Proven ability to design and deliver structured remote and in-person training using LMS; data-driven with regional/language considerations.
Proficiency in English, Brazilian Portuguese, and Spanish; experience launching global training/QA projects; mentoring/ developing teams.
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 a Training & QA Program Manager for the Customer Experience team, you will oversee and execute customer experience training and quality assurance programs tailored to organizational needs, ensuring agreement on strategic global goals, and contributing to a stable and outstanding customer experience. You will improve agent performance and develop impactful training and quality programs that strengthen quality standards across global operations.
You will design, implement, and ensure the continuous improvement of training and quality programs to foster outstanding and growth-oriented support teams around the world. You will collaborate with internal partners to build and measure the success of learning and quality opportunities using QA insights, ensuring teams have the skills to deliver outstanding customer experiences.
In the role of Training & QA Program Manager, you will report to the Senior Manager of Quality Assurance on Crunchyroll's global Customer Experience team.
We are considering applicants for the locations of San Francisco, Los Angeles, or Dallas.
Core Areas of Responsibility
We get excited about candidates, like you, because...
5+ years of experience in Training and Quality Assurance for Customer Experience teams 2+ years of experience in leading training and quality programs and managing internal and outsourced teams Experience with LMS systems Experience with Quality Assurance tools Familiarity with advanced conversation review tools, blending automated checks, manual reviews, AI-driven insights, and large-scale conversational analysis to enhance agent and operational performance. Expertise in developing and delivering structured remote and in-person training programs using learning management systems (LMS) based on performance data and regional, cultural, and language-specific needs for agents. Written and spoken proficiency in English, Brazilian Portuguese, and Spanish. Experience launching and overseeing global training and quality improvement projects. Experience in analyzing quality data and translating insights into strategies to improve customer interactions and operational efficiency. Experience mentoring and developing team members to achieve their professional goals.
About The Team
You will be part of a global Learning & Quality team within Customer Experience to empower agent performance and lead workflow optimization. Together, we strengthen service quality, support employee satisfaction, and enhance the customer experience through thoughtful, data-informed quality programs.
The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.
Pay Transparency - San Francisco, CA
$87,724—$109,654 USD
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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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.