Associate CX Incident Response Manager

About the Team

The Customer Experience Incident Response team plays a critical role in ensuring Crunchyroll delivers a seamless and reliable experience to anime fans around the world. Working closely with Product, Engineering, and other cross-functional partners, the team identifies, investigates, and helps resolve issues impacting our fans, while transforming data and insights into opportunities for continuous improvement. With a strong focus on collaboration, technical problem-solving, and innovation, the team works to improve incident detection, streamline response processes, and prevent recurring issues. Success is measured by our ability to proactively identify issues, reduce resolution times, and minimize the impact on our fans, ultimately creating a better Crunchyroll experience for our global community.

About the Role

We are seeking a highly analytical and technically fluent Associate CX Incident Response Manager to transform fan-reported issues into actionable insights that improve product reliability and user experience at scale.

Sitting at the intersection of Customer Experience, Product, and Engineering, this role owns the systems, data, and processes that power effective incident detection, response, and prevention. While frontline CXIR responders focus on real-time issue handling, the Associate CXIR Manager serves as the intelligence and ownership layer. This ensures incidents are properly aggregated, analyzed, and translated into business impact.

This role requires strong analytical thinking, systems-level understanding, and domain expertise in how digital products and services operate.

Responsibilities

• Aggregate and synthesize fan-reported issues into structured incidents for tracking and analysis
• Perform root cause analysis to identify systemic drivers of user impact
• Quantify incident impact, including volume, affected user segments, and business implications
• Track and report on key performance metrics (e.g., time to detect, time to resolution, recurrence trends)
• Build, maintain, and optimize dashboards (e.g., Salesforce, Tableau, or similar tools) for incident detection
• Author and tune detection and alerting thresholds within a detection engine to balance signal versus noise
• Identify gaps in detection coverage and implement improvements to enable earlier issue identification
• Own and evolve incident tracking and management systems (e.g., Salesforce, FireHydrant, Jira, Slack integrations)
• Design and maintain workflows, automations, and data models
• Ensure data integrity, consistency, and usability across systems
• Establish and enforce data standards for incident tracking
• Serve as a primary point of contact for Product, Engineering, and other stakeholders on incident-related insights
• Translate fan impact into partner-relevant metrics and KPIs
• Create structured feedback loops to inform product improvements and prioritization
• Validate incident creation and aggregation logic
• Ensure incidents are properly categorized, enriched, and resolved
• Lead or contribute to post-incident reviews and reporting
• Drive continuous improvement of incident response processes
• Partner with teams on launch and release readiness, including monitoring plans, success metrics, and alerting strategies
• Identify recurring issues and advocate for long-term fixes
• Develop playbooks and standard operating procedures (SOPs) to improve response consistency
• Maintain internal documentation including processes, workflows, and playbooks
• Provide guidance and support to frontline teams handling incidents
• Lead knowledge-sharing sessions to improve team effectiveness

Requirements

Technical Domain Expertise 

• Proficient with SQL
• Ability to work with Databricks data
• Salesforce (or similar CRM) infrastructure, data models, or reporting
• Experience with authoring and tuning detection and alerting within a detection engine 
  • Payment Systems / Billing Infrastructure
  • Site Reliability / Production Systems
  • Content & Media Operations (ingestion, encoding, distribution)
  • Video Playback Systems / Streaming Players (buffering, DRM, playback failures)
  • User Account & Identity Systems
• (Required 1-2 of the following)
• Demonstrated working knowledge in at least 1-2 of the following areas:

Note: Depth is prioritized over breadth. Candidates should be comfortable diagnosing issues and understanding system behavior within at least one domain.

• Strong analytical and problem-solving skills with high attention to detail
• Experience with data and reporting tools (e.g., Tableau, Looker, Salesforce reporting)
• Ability to synthesize large datasets into clear insights and narratives
• Comfort working with ambiguous or incomplete information
• Excellent written and verbal communication skills
• Experience working cross-functionally with technical and non-technical stakeholders
• Ability to prioritize effectively in fast-paced, incident-driven environments
• Strong ownership mindset with a focus on continuous improvement
• Experience in incident management, support operations, or SRE environments
• Familiarity with tools such as Salesforce, FireHydrant, Jira, Airtable, or similar platforms
• Experience building dashboards, automations, or workflows
• Understanding of customer support data and escalation patterns

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy great benefits and perks: