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 ide