Crunchyroll

Agent Platforms Manager

Dallas, Texas, United States

Sponsorship not specifiedDetected 1 day ago

JavaScriptHTMLCSSGitCI/CDDevOpsSEOSalesforceCustomer SupportCollaboration

About the role

As the Agent Platforms Manager of the CXT Team, you will help strengthen and scale our Salesforce Service Cloud foundation within the broader CX technology stack.
You will bring deep Salesforce Service Cloud expertise to enhance platform stability, governance, and release discipline while collaborating closely with teammates across Customer Experience (CX), Product, integrations, self-service, QA, WFM, and data systems.
In the role of Agent Platforms Manager, you will report to the Senior Manager, CX Technology.

Configure and maintain case management features, including assignment rules, queues, escalation rules, and auto-response rules.
Support Omni-Channel routing configuration and capacity management.
Maintain record types, page layouts, dynamic forms, and Lightning app configurations.
Partner with CX stakeholders and teammates to translate operational needs into scalable Salesforce solutions.
Build and maintain Flows (record-triggered, screen flows, scheduled flows).
Create and maintain validation rules and approval processes.
Collaborate with Engineering for more complex custom development work.
Partner with QA and WFM stakeholders to ensure case data, dispositions, and performance metrics flow accurately for quality scoring and forecasting.
Maintain data integrity between Salesforce and our broader data ecosystem, including Sierra, Salesforce, Mixpanel, Playvox, and Rippit, which feed into our data lake.
Partner with Analytics and Data teams to ensure case, automation, and interaction data is structured, reliable, and analytics-ready.

Working knowledge of Apex, HTML, CSS, and vanilla JavaScript (ability to read, troubleshoot, and lightly modify code)
Familiarity with Salesforce DevOps concepts, sandbox strategy, and CI/CD workflows
Experience collaborating with cross-functional technical and non-technical stakeholders.
Experience working with globally distributed teams
Bachelor's or Master's degree in Computer Science, Engineering, or a related field.

5+ years of Salesforce Service Cloud administration experience.
Demonstrated experience working with AI-driven CX solutions (chatbots, AI case classification, agent assist, or similar technologies)
Service Cloud Systems & Configuration

Receive a great compensation package including salary plus performance bonus earning potential, paid annually.

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
Employer paid commuter benefit
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.

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!
401(k) plan, with employer match
Pet insurance and some of our offices are pet friendly!

This listing is sourced directly from Crunchyroll's careers page and normalized into a canonical job model.