CX Incident Response Manager
Core
Lead the day-to-day execution and development of Crunchyroll's incident management program, ensuring fan-impacting issues are proactively identified, assessed, escalated, and translated into actionable insights.
Role type
Senior IC Customer Experience Incident Response Manager
Builds
Incident management program, detection models, alerting systems, and automation capabilities for CXIR
Domain
Streaming media / Customer Experience / Incident Management
Deliverable
production ML models
Required skills
Incident management leadership, ITIL principles, Salesforce Service Cloud, automation, trend detection, stakeholder alignment, data analysis
Preferred skills
Detection engine tuning, anime/manga passion
Technologies
Salesforce, Sierra
Responsibilities
Lead and mentor CXIR Analysts and Incident Responders; establish governance for incident classifications and SLAs; drive adoption of ITIL practices; partner with Technology to shape platform capabilities; identify automation opportunities; translate fan impact into actionable insights; build cross-functional relationships.
Seniority
Senior, hands-on IC with people leadership
