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 an Associate CX Manager, EMEA, you are the operational support to the Senior Customer Experience Managers. You will lead partner alignment from a Team Lead perspective, drive performance improvements, and ensure our partners follow processes. Your work directly impacts agent success, partner consistency, and customer experience.

You will play a key role in supporting day-to-day partner operations, ensuring Partner Team Leads are aligned on goals, performance expectations, and processes. By leveraging data and feedback, you will identify trends, address performance gaps, and drive continuous improvement across partners. You will be the important link between internal partners and external teams, ensuring consistent execution and communication.

We measure success in this role through operational efficiency, partner alignment, and measurable improvements in customer experience outcomes. In the role of Associate CX Manager, EMEA, you will report to the Senior Customer Experience Vendor Manager, EMEA. For this role, we are considering applicants for the location of Berlin, Germany.

Core Areas of Responsibility Partner Operations Alignment : Be the primary contact for BPO/vendor partner Team Leads, ensuring consistent alignment on goals, processes, and expectations. Lead regular syncs, maintain clear communication across EMEA languages, and ensure the partners effectively implement updates from process changes. Performance Management KPI Oversight: Monitor queue health, operational metrics, and agent-level performance on a daily basis.

Partner with Team Leads to review weekly goals, track progress, and ensure accountability through structured follow-ups and action plans. Process Improvement Escalation Management : Identify recurring operational issues, escalate with proposed solutions, and collaborate with Quality, Training, and other partners to drive sustainable improvements. Participate in process change initiatives and ensure consistent execution across regions.

Stakeholder Communication Reporting: Share performance insights, trends, and recommendations with CX Managers. Deliver regular reporting, including agent performance summaries and VOC insights, to support data-driven decision-making. Team Lead Coaching Development: Provide ongoing coaching and feedback to Partner Team Leads to improve agent performance and leadership effectiveness.

Support recognition programs, facilitate agent engagement initiatives such as focus groups, and help build a high-performing, motivated partner network. About You We get excited about candidates, like you, because... 5+ years of experience in customer experience in a vendor/BPO environment, or operations.

Experience leading Team Leads and driving performance to deliver business outcomes. Strong knowledge of customer interactions and expectations across the EMEA region. Experience adapting approaches to diverse markets and cultural nuances.

Experience interpreting KPIs, identifying trends, and translating insights into actionable improvements. Experience in influencing partner performance and aligning multiple stakeholders across different regions, functions, and levels of seniority. Hands-on experience with CCaaS platforms such as Zendesk, Salesforce, or similar tools.

You have experience with CX tools and platforms, including Chatbots, CMS, and WFM, as well as Sierra AI. Experience working in a globally matrixed organization.

About The Team

At Crunchyroll, our mission is to super-serve our fans arou