Senior Instructional Design Professional

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!

In this role you will craft clear, compelling narratives and training materials for the customer experience teams. You will own the strategy, creation, maintenance, and iteration of our customer experience onboarding and broader learning programs. This includes content structure and governance of our customer experience tools and services. In the role of Senior Instructional Designer, Customer Experience, you will report to the Director, CX Enablement. Create audience-appropriate narratives, visuals, and executive-ready decks

Maintain reusable templates and a source-of-truth content library

Lead needs analysis, curriculum design, and iterative improvement for new-hire ramp and role-specific pathways

Design assessments that measure behavior change

Operate collaboratively across analytics, authoring, and content platforms

Document scalable workflows and continuously improve them

Stand up content operations:

Establish templates, versioning, style guides, and DA/DRI review loops for bootcamp materials, SOPs, playbooks, and knowledge base content

Champion accessibility and inclusion:

Ensure content and experiences meet accessibility standards

Support localization efforts

12+ years in instructional design, enablement, or knowledge roles supporting customer experience audiences.

5+ years of experiencing crafting narratives that drive agent adoption into immediate impact.

Data storytelling: ability to contextualize data, derive insights, and recommend actions and tradeoffs.

Learning design expertise: experience with ADDIE/SAM or similar frameworks; Experience creating, editing, and crafting copy.

Hands-on experience with generative AI tools or specialized instructional design AI assistants for content creation and editing.

Familiarity with customer experience operating models and the ability to translate into instructional content.

Able to connect systems and automate where practical to streamline content operations.

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

Actual pay will vary based on factors including, but not limited to location, experience, and performance. Other rewards may include performance bonuses, employer matched retirement savings, time‑off programs, and progressive health benefits and perks.

We are curious, which is the gateway to empathy, inclusion, and understanding.

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. 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.

Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights:

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