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!
The 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.
About the RoleWe 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.
Sitting 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.
This role requires strong analytical thinking, systems-level understanding, and domain expertise in how digital products and services operate.
Responsibilities- Aggregate and synthesize fan-reported issues into structured incidents for tracking and analysis
- Perform root cause analysis to identify systemic drivers of user impact
- Quantify incident impact, including volume, affected user segments, and business implications
- Track and report on key performance metrics (e.g., time to detect, time to resolution, recurrence trends)
- Build, maintain, and optimize dashboards (e.g., Salesforce, Tableau, or similar tools) for incident detection
- Author and tune detection and alerting thresholds within a detection engine to balance signal versus noise
- Identify gaps in detection coverage and implement improvements to enable earlier issue identification
- Own and evolve incident tracking and management systems (e.g., Salesforce, FireHydrant, Jira, Slack integrations)
- Design and maintain workflows, automations, and data models
- Ensure data integrity, consistency, and usability across systems
- Establish and enforce data standards for incident tracking
- Serve as a primary point of contact for Product, Engineering, and other stakeholders on incident-related insights
- Translate fan impact into partner-relevant metrics and KPIs
- Create structured feedback loops to inform product improvements and prioritization
- Validate incident creation and aggregation logic
- Ensure incidents are properly categorized, enriched, and resolved
- Lead or contribute to post-incident reviews and reporting
- Drive continuous improvement of incident response processes
- Partner with teams on launch and release readiness, including monitoring plans, success metrics, and alerting strategies
- Identify recurring issues and advocate for long-term fixes
- Develop playbooks and standard operating procedures (SOPs) to improve response consistency
- Maintain internal documentation including processes, workflows, and playbooks
- Provide guidance and support to frontline teams handling incidents
- Lead knowledge-sharing sessions to improve team effectiveness
Technical Domain Expertise
- Proficient with SQL
- Ability to work with Databricks data
- Salesforce (or similar CRM) infrastructure, data models, or reporting
- Experience with authoring and tuning detection and alerting within a detection engine
- Payment Systems / Billing Infrastructure
- Site Reliability / Production Systems
- Content & Media Operations (ingestion, encoding, distribution)
- Video Playback Systems / Streaming Players (buffering, DRM, playback failures)
- User Account & Identity Systems
- (Required 1-2 of the following)
- Demonstrated working knowledge in at least 1-2 of the following areas:
Note: Depth is prioritized over breadth. Candidates should be comfortable diagnosing issues and understanding system behavior within at least one domain.
- Strong analytical and problem-solving skills with high attention to detail
- Experience with data and reporting tools (e.g., Tableau, Looker, Salesforce reporting)
- Ability to synthesize large datasets into clear insights and narratives
- Comfort working with ambiguous or incomplete information
- Excellent written and verbal communication skills
- Experience working cross-functionally with technical and non-technical stakeholders
- Ability to prioritize effectively in fast-paced, incident-driven environments
- Strong ownership mindset with a focus on continuous improvement
- Experience in incident management, support operations, or SRE environments
- Familiarity with tools such as Salesforce, FireHydrant, Jira, Airtable, or similar platforms
- Experience building dashboards, automations, or workflows
- Understanding of customer support data and escalation patterns
Why you will love working at Crunchyroll
In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy great benefits and perks:
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.
- Kaizen. We have a growth mindset committed to constant forward progress.
Service. We serve our community with humility, enabling joy and belonging for others.
Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.
We 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.
Crunchyroll, 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.
Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs
Please 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
Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.
Skills Required
- Proficiency with SQL
- Ability to work with Databricks data
- Experience with Salesforce or similar CRM infrastructure, data models, or reporting
- Experience authoring and tuning detection and alerting within a detection engine
- Working knowledge of at least one to two technical domains: payment systems or billing infrastructure, site reliability or production systems, content and media operations, video playback or streaming systems, or user account and identity systems
- Strong analytical and problem-solving skills with high attention to detail
- Experience with data and reporting tools such as Tableau, Looker, or Salesforce reporting
- Ability to synthesize large datasets into clear insights and narratives
- Comfort working with ambiguous or incomplete information
- Excellent written and verbal communication skills
- Experience working cross-functionally with technical and non-technical stakeholders
- Ability to prioritize effectively in fast-paced, incident-driven environments
- Strong ownership mindset focused on continuous improvement
- Experience in incident management, support operations, or SRE environments
- Familiarity with Salesforce, FireHydrant, Jira, Airtable, or similar platforms
- Experience building dashboards, automations, or workflows
- Understanding of customer support data and escalation patterns
Crunchyroll Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Crunchyroll and has not been reviewed or approved by Crunchyroll.
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Healthcare Strength — Health coverage includes medical, dental, and vision with multiple plan options plus mental-health/EAP resources, and some plans are described as having low premiums or even fully covered options.
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Leave & Time Off Breadth — Time off is presented as flexible or unlimited and is augmented by additional company holidays such as summer Fridays and a year-end shutdown.
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Retirement Support — Retirement benefits include a 401(k) with a company match that is noted as meaningful and in some cases matched per paycheck.
Crunchyroll Insights
What We Do
At Crunchyroll, we deliver what anime fans love—anytime, anywhere. With the world’s largest anime streaming library, we connect fans to the stories, characters, and creators they love. But Crunchyroll is more than just a destination to watch anime—it's a global ecosystem where anime lives and breathes beyond the screen. From streaming and theatrical releases to merch, games, news, events, and music, we offer fans immersive experiences that celebrate anime culture in all its forms. Headquartered in the U.S. with teams and reach across the globe, Crunchyroll is an independently operated joint venture between Sony Pictures Entertainment and Aniplex of Japan. This unique partnership gives us the power to scale globally while staying rooted in anime’s cultural origins, ensuring authenticity and access for fans everywhere. We believe anime is more than entertainment—it’s a way of life. And we’re here to champion that passion every day.
Why Work With Us
We take the People Experience seriously here at Crunchyroll. Join a diverse team of talented, ambitious people who treat each other well and believe that how we win is just as important as winning.
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