Director of Incident Management
Job Summary
Leading a newly unified advocacy organization, the full-time Director of Incident Management will oversee enterprise incident command, manage executive escalations, and drive operational excellence to protect customer experience during operational risks, all while working remotely.
Key Responsibilities
- Own enterprise incident management processes and lead the Incident Managers team
- Manage executive-level customer escalations and coordinate cross-functional response teams
- Develop standardized playbooks and drive continuous improvement initiatives to reduce recurring issues
Required Qualifications
- 10+ years of experience in Customer Success, Support, or Incident Management
- 5+ years of leadership experience in a SaaS or technology environment
- Proven success in managing executive escalations and major incidents
- Experience building scalable operating models and governance frameworks
- Strong executive presence with the ability to influence cross-functional leaders
Complete Job Description
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