{"id":3852016,"url":"https://alion.io/job/crunchyroll-associate-cx-incident-response-manager","title":"Associate CX Incident Response Manager","company":{"id":40459,"name":"Crunchyroll","domain":"crunchyroll.com","url":"https://alion.io/company/crunchyroll-news","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":17,"ghost_share":0,"stale_share":0.765,"repost_share":0.059,"time_to_fill_p50_days":30,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Security","role_family":"Security","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Airtable","optional":false},{"name":"Databricks","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Looker","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-06T01:00:57Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-10T15:35:39Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About Crunchyroll\nFounded 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.\nJoin our team, and help us shape the future of anime!\nAbout the Team\nThe Customer Experience Incident Response team plays a critical role in ensuring Crunchyroll delivers a seamless and reliable experience to anime fans around the world. Working closely with Product, Engineering, and other cross-functional partners, the team identifies, investigates, and helps resolve issues impacting our fans, while transforming data and insights into opportunities for continuous improvement. With a strong focus on collaboration, technical problem-solving, and innovation, the team works to improve incident detection, streamline response processes, and prevent recurring issues. Success is measured by our ability to proactively identify issues, reduce resolution times, and minimize the impact on our fans, ultimately creating a better Crunchyroll experience for our global community.\nAbout the Role\nWe are seeking a highly analytical and technically fluent Associate CX Incident Response Manager to transform fan-reported issues into actionable insights that improve product reliability and user experience at scale.\nSitting at the intersection of Customer Experience, Product, and Engineering, this role owns the systems, data, and processes that power effective incident detection, response, and prevention. While frontline CXIR responders focus on real-time issue handling, the Associate CXIR Manager serves as the intelligence and ownership layer. This ensures incidents are properly aggregated, analyzed, and translated into business impact.\nThis role requires strong analytical thinking, systems-level understanding, and domain expertise in how digital products and services operate.\nResponsibilities\nAggregate and synthesize fan-reported issues into structured incidents for tracking and analysis\nPerform root cause analysis to identify systemic drivers of user impact\nQuantify incident impact, including volume, affected user segments, and business implications\nTrack and report on key performance metrics (e.g., time to detect, time to resolution, recurrence trends)\nBuild, maintain, and optimize dashboards (e.g., Salesforce, Tableau, or similar tools) for incident detection\nAuthor and tune detection and alerting thresholds within a detection engine to balance signal versus noise\nIdentify gaps in detection coverage and implement improvements to enable earlier issue identification\nOwn and evolve incident tracking and management systems (e.g., Salesforce, FireHydrant, Jira, Slack integrations)\nDesign and maintain workflows, automations, and data models\nEnsure data integrity, consistency, and usability across systems\nEstablish and enforce data standards for incident tracking\nServe as a primary point of contact for Product, Engineering, and other stakeholders on incident-related insights\nTranslate fan impact into partner-relevant metrics and KPIs\nCreate structured feedback loops to inform product improvements and prioritization\nValidate incident creation and aggregation logic\nEnsure incidents are properly categorized, enriched, and resolved\nLead or contribute to post-incident reviews and reporting\nDrive continuous improvement of incident response processes\nPartner with teams on launch and release readiness, including monitoring plans, success metrics, and alerting strategies\nIdentify recurring issues and advocate for long-term fixes\nDevelop playbooks and standard operating procedures (SOPs) to improve response consistency\nMaintain internal documentation including processes, workflows, and playbooks\nProvide guidance and support to frontline teams handling incidents\nLead knowledge-sharing sessions to improve team effectiveness\nRequirements\nTechnical Domain Expertise \nProficient with SQL\nAbility to work with Databricks data\nSalesforce (or similar CRM) infrastructure, data models, or reporting\nExperience with authoring and tuning detection and alerting within a detection engine Payment Systems / Billing Infrastructure\nSite Reliability / Production Systems\nContent & Media Operations (ingestion, encoding, distribution)\nVideo Playback Systems / Streaming Players (buffering, DRM, playback failures)\nUser Account & Identity Systems\n\n (Required 1-2 of the following)\nDemonstrated working knowledge in at least 1-2 of the following areas:\nNote: Depth is prioritized over breadth. Candidates should be comfortable diagnosing issues and understanding system behavior within at least one domain.\nStrong analytical and problem-solving skills with high attention to detail\nExperience with data and reporting tools (e.g., Tableau, Looker, Salesforce reporting)\nAbility to synthesize large datasets into clear insights and narratives\nComfort working with ambiguous or incomplete information\nExcellent written and verbal communication skills\nExperience working cross-functionally with technical and non-technical stakeholders\nAbility to prioritize effectively in fast-paced, incident-driven environments\nStrong ownership mindset with a focus on continuous improvement\nExperience in incident management, support operations, or SRE environments\nFamiliarity with tools such as Salesforce, FireHydrant, Jira, Airtable, or similar platforms\nExperience building dashboards, automations, or workflows\nUnderstanding of customer support data and escalation patterns\nWhy you will love working at Crunchyroll\nIn addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy great benefits and perks:\nAbout our Values\nWe want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value\nCourage. We believe that when we overcome fear, we enable our best selves.\n\nCuriosity. We are curious, which is the gateway to empathy, inclusion, and understanding.\n\nKaizen. We have a growth mindset committed to constant forward progress.\nService. We serve our community with humility, enabling joy and belonging for others.\n\nOur commitment to diversity and inclusion\nOur mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.\nWe are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.\nCrunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.\nQuestions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs\nPlease refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf\nPlease beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.","description_format":"text","description_chars":7607,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Incident Response","Film Distribution","Animation","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-11-06T03:56:31Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":30,"reasons":["conf:1","stale_co","velocity","win:early"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/crunchyroll-associate-cx-incident-response-manager","json_url":"https://alion.io/job/crunchyroll-associate-cx-incident-response-manager.json","meta":{"generated_at":"2026-11-10T15:52:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2466,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":40459},"rest":"https://alion.io/mcp/rest/get_company?id=40459"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcrunchyroll-associate-cx-incident-response-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcrunchyroll-associate-cx-incident-response-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcrunchyroll-associate-cx-incident-response-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/crunchyroll-associate-cx-incident-response-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcrunchyroll-associate-cx-incident-response-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3852016}},{"tool":"search_jobs","arguments":{"company":"crunchyroll.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3852016},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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