Incident Response Manager, Customer Experience

About Crunchyroll

WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.

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 looking for a CX Incident Response Manager to investigate user-reported issues on multiple platforms of our streaming service, assess the severity of these issues, and facilitate immediate actions for resolution. Reporting to our Senior Manager of Analytics & VOC, you will help bridge the gap between users, CX agents, and our engineering teams. Your proficiency in analyzing, escalating, and communicating effectively will enhance our fans' experience by ensuring the continuous quality and reliability of our streaming service.

• You will manage a team who investigates user-reported issues across all supported platforms
• You will analyze the trends and patterns in reported issues to identify potential systemic customer-facing issues
• You will assess the severity of user reported issues and determine impact, reach and urgency
• You will ensure CXIR operates effectively as the primary contact between CX and engineering teams to deliver curated information on user reported issues
• You will find opportunities to engage with relevant teams about important issues affecting CX, ensuring immediate attention and action
• You will communicate updates, workarounds, and resolutions expediently so that we are always serving the customer with the most up-to-date information
• You will maintain records of investigations, findings, and actions taken in incident management systems
• You will update public facing incident response metrics to keep partners informed about ongoing issues and their status
• You will collaborate with engineering, QA, and other cross-functional teams to guide issue resolution and prevent recurrence

We are considering applicants for our Dallas office.

About You

We get excited about candidates, like you, because...

• 5+ years experience in CX project management and incident response in a streaming service or direct-to-consumer technology environment, including 2+ years experience as people manager
• You have strong analytical skills and attention to detail, with the ability to quickly assess and prioritize issues based on their impact and urgency.
• You excel in environments where you can anticipate and solve issues
• You have excellent communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical partners.
• You have a service-driven, and can-do and will-do approach, responding to pressure while maintaining a calm presence
• You are familiar with anime, manga, Japanese pop culture and current entertainment

About the Team

Do you love helping people? Do you love Anime? Come join our award-winning Customer Experience team and help us further build the best Customer Experience Team in the world! Our goal is to provide our fans with the absolute best customer experience. To us, any challenge is an opportunity to better super-serve our fans. If you're excited to make a positive impact on our fans' experiences, Crunchyroll is the place for you.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

#LifeAtCrunchyroll #LI-Hybrid

About our Values

We 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

• Courage. We believe that when we overcome fear, we enable our best selves.

• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.

• Service. We serve our community with humility, enabling joy and belong