Associate CX Incident Response Manager
Core
Transform fan-reported issues into actionable insights to improve product reliability and user experience at scale by owning systems, data, and processes for incident detection, response, and prevention.
Role type
Associate CX Incident Response Manager (IC)
Builds
Incident tracking systems, detection engines, dashboards, and workflows for a global anime streaming platform
Domain
Streaming media / Video playback / Payment systems / SRE
Required skills
SQL, Databricks, Salesforce, detection engine tuning, root cause analysis, data modeling, dashboarding, automation design, incident management, cross-functional collaboration
Preferred skills
Video playback systems, DRM, streaming players, billing infrastructure, content ingestion, post-incident review facilitation, playbook development
Technologies
Salesforce, Tableau, FireHydrant, Jira, Airtable, Databricks, SQL
Responsibilities
Aggregate and synthesize fan-reported issues into structured incidents; Perform root cause analysis to identify systemic drivers; Quantify incident impact and track KPIs; Build and optimize dashboards for incident detection; Author and tune detection/alerting thresholds; Design workflows and automations; Lead post-incident reviews and drive continuous improvement; Partner with Product and Engineering on launch readiness and monitoring plans.
Seniority
Associate, hands-on IC
