CX Incident Response Manager

📋 Description

• Lead, mentor, and develop CXIR Analysts and Incident Responders by establishing clear roles
• Set team priorities and operating rhythms, and partner with Workforce Management to maintain
• Manage the day-to-day CXIR operating model across incident detection, alerting, escalation
• Establish and maintain governance for incident classifications, severity levels, escalation paths
• Drive the adoption of ITIL-based incident management practices across CXIR and partner teams.
• Oversee and coach CXIR Analysts on post-incident reviews that identify recurring patterns and

🎯 Requirements

• At least 5 years of experience in incident management, Trust & Safety, product operations, site
• At least 2 years of people leadership experience developing analysts, incident responders, or
• Experience managing or scaling an incident management, site reliability, or technical operations
• Strong understanding of ITIL incident management principles.
• Demonstrated ability to establish operating processes, governance standards, and clear
• Hands-on experience with Salesforce Service Cloud, including workflows, automation, reporting

🎁 Benefits

• Best-in-class medical, dental, and vision private insurance healthcare coverage
• Access to counseling & mental health sessions 24/7 through Employee Assistance Program (EAP)
• Free premium access to Crunchyroll
• Professional Development
• Company's Paid Parental Leave (up to 26 weeks for birthing parents, up to 12 weeks for non-birthing
• Hybrid Work Schedule