Agent Platforms Manager

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. You will understand how Salesforce Service Cloud supports real-world customer support organizations and is comfortable operating at the intersection of administration, automation, and light development.

In the role of Agent Platforms Manager, you will report to the Senior Manager, CX Technology.

We are considering applicants for the location of Dallas, TX.

Core Areas of Responsibility

• Service Cloud Systems & Configuration
  • Strengthen and support our Service Cloud configuration, including roles, profiles, permission sets, and record-level security (OWD, sharing rules, role hierarchy).
  • 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.
• Automation & Light Development
  • Build and maintain Flows (record-triggered, screen flows, scheduled flows).
  • Create and maintain validation rules and approval processes.
  • Troubleshoot automation and system errors in collaboration with the broader CXT team.
  • Review, test, and occasionally modify simple Apex classes or triggers as needed.
  • Collaborate with Engineering for more complex custom development work.
• Cross-Platform Collaboration
  • Maintain Crunchyroll's external, customer-facing Experience Cloud help center, including site configuration, user access, knowledge visibility, SEO configuration, Mixpanel reporting, and customer authentication.
  • Ensure alignment between the Experience site, Service Cloud case management, and Sierra AI chat to support seamless self-service, case deflection, and escalation workflows.
  • Partner with QA and WFM stakeholders to ensure case data, dispositions, and performance metrics flow accurately for quality scoring and forecasting.
• Data Integrity
  • 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.
  • Monitor and validate that CX dashboards and reporting outputs function correctly and accurately reflect the underlying data.
  • Assist with data hygiene, duplicate management, and ongoing governance efforts.
• Release Support
  • Participate in sandbox management and environment refresh cycles.
  • Support metadata deployments and structured release processes.
  • Contribute to Git-based source control workflows and CI/CD validation practices.
  • Assist with deployment testing, code coverage checks, and production release support.
  • Maintain clear release documentation and change tracking.

About You

• 5+ years of Salesforce Service Cloud administration experience.
• Direct experience supporting customer support or customer experience organizations.
• Demonstrated experience working with AI-driven CX solutions (chatbots, AI case classification, agent assist, or similar technologies)
• Strong understanding of:
  • Case lifecycle management
  • Record-level security (OWD, sharing rules, role hierarchy)
  • Flow automation
  • Omni-Channel configuration
  • Self-service architecture and AI agent assistance workflows
• 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.

About the Team

Join Crunchyroll's Customer Experience Technology Team (CXT) and be part of the largest anime streaming provider as we expand our global reach! CXT is crucial in building and maintaining the tech stack used to support our fans and our customer service agents. Our mission is to deliver the next-level anime streaming experience by understanding and anticipating our users' needs and providing them with quick resolution.

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