Job Details

About the Role

You will lead end-to-end IT Experience (service desk, endpoints, enterprise apps, collaboration tools) while driving cloud modernization and establishing IT governance, cybersecurity, and compliance for Crunchyroll's hybrid, global workforce. The leader owns budget, OKRs and KPIs, advances the enterprise application roadmap, partners with the Business, Security, and Engineering, and builds a high-performing, customer experience‑centric team to deliver reliable, scalable, and measurable outcomes.

Responsibilities

• Own IT service delivery and operations, including service desk, endpoint deployment, enterprise apps, collaboration tooling.
• Champion the employee experience, ensuring seamless access, collaboration, and support for a hybrid workforce. Focus on IT impact, including, currency of technology, and the welcome to Crunchyroll IT experience of new employees.
• Lead cloud services, driving modernization, scalability, observability, and cyber resilience.
• Establish IT governance and controls, including change management, asset management, vendor and contract management, and software lifecycle management.
• Partner with Security to strengthen cybersecurity posture, ensuring MFA, device compliance, patching, and incident response readiness.
• Guide enterprise application roadmap, collaborating with business owners to implement, integrate, and optimize systems.
• Lead a high‑performing IT organization, developing talent, clarifying roles, and encouraging a culture of customer‑centricity, accountability, and inclusion.
• Guide budgeting and financial management, including forecasting, cost optimization, licensing strategy, and vendor negotiations.
• Set and monitor KPIs/SLAs, CSAT, including uptime, MTTR, ticket resolution, onboarding/offboarding, device compliance, and user satisfaction.
• Support audits and compliance (e.g. PCI, NIST, ISO 27001, SOX), ensuring controls are implemented, evidenced, and improved.
• Enable M&A and major initiatives, integrating systems, identities, and devices, and executing change management across the organization.

Qualifications

• 15+ years of progressive IT experience, including 5+ years leading at Sr. Director/VP level in complex, high‑growth, global environments.
• Bachelor's degree in a relevant field or equivalent experience required.
• Ownership of enterprise IT portfolios, including service desk, endpoints, identity, networks, and corporate applications.
• Expertise in cloud‑first environments, modern endpoint management, zero‑trust principles, and identity platforms.
• Expertise in budget ownership, vendor management, contract negotiation, and cost optimization.
• Experience partnering with Security and Engineering to deliver secure, reliable, and compliant services.
• Program and change management skills, prioritize, communicate, and deliver outcomes across cross‑functional teams.
• Leadership and communication, influencing at the executive level and translating complexity into clear decisions.
• Strategic and roadmap ownership, with a bias for measurable outcomes.
• Operational excellence, using metrics, automation, and continuous improvement to raise reliability and efficiency.
• Stakeholder partnership, building trust with business leaders and translating needs into pragmatic solutions.
• People leadership, coaching, succession planning, and creating an inclusive, high‑performance culture.
• Security‑minded decision‑making, embedding risk management and privacy‑by‑design into IT services.
• Hybrid workforce enablement, with global support models and follow‑the‑sun operations.
• Travel up to 25% for team leadership, vendor meetings, site visits, or key initiatives.

Benefits

• 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.

Values

• Courage. We believe that when we overcome fear, we enable our best selves.
• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
• Kaizen. We have a growth mindset committed to constant forward progress.
• Service. We serve our community with humility, enabling joy and belonging for others.

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.

Pay Transparency – Los Angeles, CA

$184,184–$230,230 USD