Customer Experience Incident Response Manager

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 response processes
• Experience authoring or tuning detection logic, alert thresholds, or trend-monitoring processes, with familiarity in detection engines considered a plus
• Strong analytical skills and attention to detail, with experience using case data, taxonomies, reports, dashboards, and operational metrics to identify meaningful trends across large volumes of support or operational data
• Experience partnering with Engineering, Product, Operations, Trust & Safety, and other cross-functional teams
• Ability to translate operational needs into clear technical or system requirements, resolve ambiguity, influence stakeholders, and drive alignment without direct authority
• Strong written and verbal communication skills, including the ability to coach team members in producing clear incident analyses, post-incident reviews, and recommendations for technical and nontechnical audiences
• Ability to thrive in a fast-paced, dynamic, and incident-driven environment
• Strong ownership mindset with a focus on fan advocacy and continuous improvement
• Passion for anime and manga is a plus

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:

• Best-in class medical, dental, and vision private insurance healthcare coverage
• Access to counseling & mental health sessions 24/7 through our Employee Assistance Program (EAP)
• Free premium access to Crunchyroll
• Professional Development
• Company's Paid Parental Leave
• up to 26 weeks for birthing parents
• up to 12 weeks for non-birthing parents
• Hybrid Work Schedule
• Paid Time Off
• Flex Time Off
• 5 Yasumi Days
• Half-Day Fridays during the summer
• Winter Break

#LifeAtCrunchyroll ((select from the following job modalities for this role: #LI-Hybrid #LI-remote #LI-onsite))