CX 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.

What you'll do

• Lead, mentor, and develop CXIR Analysts and Incident Responders by establishing clear roles, responsibilities, performance expectations
• Set team priorities and operating rhythms that support consistent execution across Analyst and Responder workflows
• 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

What you need

• 5–9 yrs of experience
• Incident response
• ITIL
• Salesforce
• Communication
• Any graduate