CX Incident Response Manager

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

We are seeking an experienced and analytically minded leader to serve as Customer Experience Incident Response Manager, responsible for leading the day-to-day execution and continued development of Crunchyroll’s incident management program.

Sitting at the intersection of Customer Experience, Product, Engineering, Trust & Safety, and Business Transformation & Operations, this role leads both the CXIR Analyst and Incident Responder functions. The Manager ensures fan-impacting issues are proactively identified, properly assessed, escalated, and translated into actionable insights.

This role helps evolve CX Incident Response (CXIR) from reactive issue management toward a proactive, data-driven operating model by strengthening incident processes, improving trend detection, establishing consistent governance, and expanding automation. The Manager also partners closely with CX Technology and Analytics to translate operational needs into reporting, alerting, and automation capabilities that enable CXIR to identify emerging issues faster and operate effectively at scale.

Responsibilities

Lead, mentor, and develop CXIR Analysts and Incident Responders by establishing clear roles, responsibilities, performance expectations, and career pathways that promote ownership, growth, collaboration, fan advocacy, and continuous improvement

Set team priorities and operating rhythms that support consistent execution across Analyst and Responder workflows, and partner with Workforce Management to maintain effective incident response across regions and operating hours

Manage the day-to-day CXIR operating model across incident detection, alerting, escalation, resolution, and post-incident review

Establish and maintain governance for Engineering-owned and CX-owned incident classifications, severity levels, escalation paths, ownership, and service-level agreements

Drive the adoption of ITIL-based incident management practices across CXIR and partner teams

Oversee and coach CXIR Analysts on post-incident reviews that identify recurring patterns, process gaps, and opportunities to prevent future fan impact

Maintain clear playbooks, operating procedures, documentation, and operational standards for incident management

Partner with CX Technology and Analytics to shape Salesforce, Sierra, and related platform capabilities supporting incident detection, alerting, escalation, reporting, and fan communication

Serve as the operational voice of CXIR during the design, testing, and implementation of new incident management capabilities

Identify opportunities to automate manual workflows and improve the speed, accuracy, and scalability of incident response

Lead CXIR Analysts in developing and tuning trend detection, incident analytics, reporting, and alerting processes

Ensure fan-reported signals and support case data are translated into actionable insights, and establish continuous feedback and trend-monitoring processes that incorporate input from Analysts and Incident Responders

Partner with CX Technology, Analytics, and cross-functional teams to improve detection models, reporting, and alert thresholds while minimizing false positives and alert fatigue

Guide CXIR Analysts in using incident data and post-incident findings to identify recurring issues and opportunities for preventive improvements

Build strong working relationships across Engineering, Product, Reliability Engineering, Business Transformation & Operations, Trust & Safety, Fraud, Legal, CX Technology, Customer Insights, Analytics, and Customer Experience Operations

Serve as a primary point of contact for CXIR program priorities, operational performance, and incident management practices

Translate fan impact, incident trends, and operational needs into partner-relevant metrics and recommendations

Coach CXIR Analysts and Incident Responders on cross-functional communication, escalation, and stakeholder management, and drive alignment across technical and nontechnical teams without direct authority

Champion the fan perspective when incident detection, prioritization, escalation, and resolution processes are designed or updated

Drive improvements that reduce fan friction, accelerate issue resolution, and strengthen fan trust

Continuously evaluate CXIR tools, metrics, workflows, and operating processes, and maintain a long-term roadmap that advances program maturity, scalability, and proactive issue prevention

Requirements

Leadership & Incident Management Expertise

At least 5 years of experience in incident management, Trust & Safety, product operations, site reliability, or a related function, and at least 2 years of people leadership experience developing analysts, incident responders, or operational teams

Experience managing or helping scale an incident management, site reliability, or technical operations program while balancing real-time response needs with longer-term program improvements

Strong understanding of ITIL incident management principles, including incident classification, prioritization, escalation, ownership, service-level agreements, and post-incident reviews

Demonstrated ability to establish operating processes, governance standards, and clear accountability across teams

Hands-on experience with Salesforce Service Cloud, including workflows, automation, reporting, dashboards, data models, or incident management capabilities

Experience using automation, reporting, and operational data to improve issue detection and respon