CX Incident Response Manager
Crunchyroll, LLC (company site, opens in a new tab)5+ yrsHyderabadOn-siteDirect career pageEst. 18–28 LPA
Posted 3h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead and develop the Customer Experience Incident Response (CXIR) team responsible for incident detection, escalation, resolution, and post-incident reviews.
- Manage day-to-day CXIR operations and governance, advancing program maturity through automation, trend detection, and data-driven insights to reduce fan impact.
- Collaborate with cross-functional teams to enhance incident management capabilities, establish operating standards, and drive continuous improvements in incident response effectiveness and fan trust.
Minimum Requirements
- At least 5 years experience in incident management, Trust & Safety, product operations, site reliability, or related function, with minimum 2 years in people leadership roles.
- Strong understanding of ITIL incident management principles including classification, escalation, SLA adherence, and post-incident review.
- Hands-on experience with Salesforce Service Cloud including workflows, automation, reporting, and dashboards.
- Work Experience Required: Minimum 5 years in relevant domain with at least 2 years of leadership.
Ideal Candidate Profile
- Proven ability to establish and govern incident management processes across multiple stakeholder teams, balancing real-time response with program improvements.
- Strong analytical skills with experience using operational data to identify trends, automate workflows, and improve incident detection and response.
- Experienced collaborator capable of translating operational needs into technical requirements and influencing cross-functional teams without direct authority.