{"id":2981151,"url":"https://alion.io/job/crunchyroll-cx-incident-response-manager","title":"CX Incident Response Manager","company":{"id":40459,"name":"Crunchyroll","domain":"crunchyroll.com","url":"https://alion.io/company/crunchyroll-news","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":16,"ghost_share":0,"stale_share":0.875,"repost_share":0.063,"time_to_fill_p50_days":30,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Security","role_family":"Security","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":46000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":11},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-21T06:59:32Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-26T03:49:09Z","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 Role\nWe 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.\nSitting 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.\nThis 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.\nResponsibilities\nLead, 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\nSet 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\nManage the day-to-day CXIR operating model across incident detection, alerting, escalation, resolution, and post-incident review\nEstablish and maintain governance for Engineering-owned and CX-owned incident classifications, severity levels, escalation paths, ownership, and service-level agreements\nDrive the adoption of ITIL-based incident management practices across CXIR and partner teams\nOversee and coach CXIR Analysts on post-incident reviews that identify recurring patterns, process gaps, and opportunities to prevent future fan impact\nMaintain clear playbooks, operating procedures, documentation, and operational standards for incident management\nPartner with CX Technology and Analytics to shape Salesforce, Sierra, and related platform capabilities supporting incident detection, alerting, escalation, reporting, and fan communication\nServe as the operational voice of CXIR during the design, testing, and implementation of new incident management capabilities\nIdentify opportunities to automate manual workflows and improve the speed, accuracy, and scalability of incident response\nLead CXIR Analysts in developing and tuning trend detection, incident analytics, reporting, and alerting processes\nEnsure 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\nPartner with CX Technology, Analytics, and cross-functional teams to improve detection models, reporting, and alert thresholds while minimizing false positives and alert fatigue\nGuide CXIR Analysts in using incident data and post-incident findings to identify recurring issues and opportunities for preventive improvements\nBuild strong working relationships across Engineering, Product, Reliability Engineering, Business Transformation & Operations, Trust & Safety, Fraud, Legal, CX Technology, Customer Insights, Analytics, and Customer Experience Operations\nServe as a primary point of contact for CXIR program priorities, operational performance, and incident management practices\nTranslate fan impact, incident trends, and operational needs into partner-relevant metrics and recommendations\nCoach CXIR Analysts and Incident Responders on cross-functional communication, escalation, and stakeholder management, and drive alignment across technical and nontechnical teams without direct authority\nChampion the fan perspective when incident detection, prioritization, escalation, and resolution processes are designed or updated\nDrive improvements that reduce fan friction, accelerate issue resolution, and strengthen fan trust\nContinuously evaluate CXIR tools, metrics, workflows, and operating processes, and maintain a long-term roadmap that advances program maturity, scalability, and proactive issue prevention\nRequirements\nLeadership & Incident Management Expertise\nAt least 5 years of experience in incident management, Trust & Safety, product operations, site reliability, or a related function, and at least 2 years of people leadership experience developing analysts, incident responders, or operational teams\nExperience managing or helping scale an incident management, site reliability, or technical operations program while balancing real-time response needs with longer-term program improvements\nStrong understanding of ITIL incident management principles, including incident classification, prioritization, escalation, ownership, service-level agreements, and post-incident reviews\nDemonstrated ability to establish operating processes, governance standards, and clear accountability across teams\nHands-on experience with Salesforce Service Cloud, including workflows, automation, reporting, dashboards, data models, or incident management capabilities\nExperience using automation, reporting, and operational data to improve issue detection and response processes\nExperience authoring or tuning detection logic, alert thresholds, or trend-monitoring processes, with familiarity in detection engines considered a plus\nStrong analytical skills and attention to detail, with experience using case data, taxonomies, reports, dashboards, and operational metrics to identify meaningful trends across large volumes of support or operational data\nExperience partnering with Engineering, Product, Operations, Trust & Safety, and other cross-functional teams\nAbility to translate operational needs into clear technical or system requirements, resolve ambiguity, influence stakeholders, and drive alignment without direct authority\nStrong written and verbal communication skills, including the ability to coach team members in producing clear incident analyses, post-incident reviews, and recommendations for technical and nontechnical audiences\nAbility to thrive in a fast-paced, dynamic, and incident-driven environment\nStrong ownership mindset with a focus on fan advocacy and continuous improvement\nPassion for anime and manga is a plus\nWhy you will love working at Crunchyroll\nIn addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:\nBest-in class medical, dental, and vision private insurance healthcare coverage\nAccess to counseling & mental health sessions 24/7 through our Employee Assistance Program (EAP)\nFree premium access to Crunchyroll\nProfessional Development\nCompany's Paid Parental Leave\nup to 26 weeks for birthing parents\nup to 12 weeks for non-birthing parents\nHybrid Work Schedule\nPaid Time Off\nFlex Time Off\n5 Yasumi Days\nHalf-Day Fridays during the summer\nWinter Break\n#LifeAtCrunchyroll ((select from the following job modalities for this role: #LI-Hybrid #LI-remote #LI-onsite))\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":9517,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work","Parental leave","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Incident Response","Film Distribution","Animation","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-10-21T07:05:54Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":30,"reasons":["conf:0","stale_co","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/crunchyroll-cx-incident-response-manager","json_url":"https://alion.io/job/crunchyroll-cx-incident-response-manager.json","meta":{"generated_at":"2026-10-26T04:08:58Z","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":5744,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-cx-incident-response-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-cx-incident-response-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-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-cx-incident-response-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcrunchyroll-cx-incident-response-manager"}]}