Senior Manager, Digital Knowledge Management

About the role

As a Senior Manager, Digital Knowledge Management, you will lead our efforts in global knowledge management, self-service, and digital experience optimization to shape the future of the digital customer experience through practical, hands-on execution. You will be an advocate for knowledge sharing, governance, and customer empowerment, defining and scaling strategies that enhance how both customers and our teams access information globally.

You will build and sustain a collaborative, culture through knowledge and data management activities, ensuring that processes and metrics are in place to manage and deliver knowledge across global markets.

You will help customers better understand our products and services while reducing friction in their support journeys.

• Lead programs that improve global digital customer experiences and promote self-service adoption, and maintain knowledge bases and chatbots to improve accessibility and case deflection.
• Improve and implement global knowledge management strategy, governance, and processes.
• Develop content governance frameworks, taxonomies, and search optimization strategies.
• Partner across departments to identify knowledge gaps and ensure content accuracy, consistency, and usability.
• Collaborate with product, operations, and technology teams to integrate AI, automation, and personalization into knowledge tools.
• Monitor digital trends, latest tech
• Leverage social listening and community engagement platforms, such as Reddit, AppFollows, and TrustPilot, to inform your knowledge and self-service strategies.
• Partner with community teams to align messaging and support efforts.
• Identify opportunities to expand self-service adoption through digital and community touchpoints.
• Measure important success metrics and share insights to improve self-service performance and customer satisfaction.
• Lead a team of knowledge / digital specialists, and copywriters to foster a collaborative and high-performing team culture.
• Partner with global and regional leaders to align knowledge and self-service strategies across markets.

In the role of Senior Manager, Digital Knowledge Management, you will report to the Senior Director, Global Knowledge Management.

We are considering applicants for the locations of Dallas, Los Angeles, and San Francisco.

About You

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

• 8+ years of experience in digital knowledge management, self-service strategy, and customer-facing process documentation, both strategic direction and tactical execution.
• 5+ years of people management experience managing 5+ direct reports globally.
• Experience working with global partners and BPOs aligning knowledge management practices to diverse markets and customer needs.
• Experience managing global content across multiple languages and regions.
• Knowledge of KM/CMS tools, processes, and methodologies, with hands-on experience in systems (i.e. Salesforce, Sierra, or Zendesk Guide).
• Able translate business strategy into knowledge and self-service plans, guiding execution through team leadership and collaboration.
• Experience with copywriting and content development background, including technical documentation, non-technical instructions, and branded voice content.
• Experience in analyzing and providing insights from Help Center reporting.

About the Team

The Crunchyroll Customer Experience (CX) Global Knowledge Management team is a pillar within the CX organization, responsible for creating, managing, and evolving both internal and external knowledge. Our goal is to provide our agents and customers with information at their fingertips to provide the best service and self-service, respectively. We are expanding and growing the team with leaders and authors to curate just-in-time, relevant content to all our users. We aim to collaborate with all partners to stay abreast of any new changes within Crunchyroll.

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