Job Description

About the role

When a high-impact incident hits, you step in as the calm center. While engineers diagnose and recover, you orchestrate the customer-facing response—translating fast-moving technical work into clear, confident updates that build trust and reduce disruption. You keep parallel workstreams aligned, remove roadblocks for internal teams, and ensure every stakeholder knows what’s happening and what comes next.

What you'll do

• Act as the single, authoritative point of contact for customers during escalations and critical events.
• Craft timely, structured communications tailored to business audiences, reinforcing clarity and confidence.
• Set and manage expectations on timelines, scope of impact, and next actions.
• Handle inbound questions and requests from customers so technical responders can stay focused.
• Maintain professional composure and credibility in high-pressure conversations.
• Quickly engage the right internal teams and keep them unblocked throughout the incident lifecycle.
• Identify and clear operational, procedural, or communication obstacles affecting response progress.
• Drive escalation paths when momentum stalls or when added authority is necessary to move forward.
• Coordinate vendors, on-site teams, and key internal stakeholders to keep workstreams synchronized.
• Maintain full situational awareness across concurrent efforts, risks, and dependencies.
• Ensure decisions, risks, and cross-team dependencies are communicated with precision.
• Guide incidents through established escalation and response processes from start to resolution.
• Support structured handoffs as ownership shifts between teams or phases.
• Partner closely with technical leads to deliver accurate, aligned customer-facing summaries.
• Track customer-relevant outcomes and commitments and communicate them consistently.
• Contribute to post-incident reviews, evaluating escalation effectiveness and communication quality.
• Continuously improve customer communication playbooks and escalation protocols.

What you bring

• Significant experience leading customer-facing incident or escalation management.
• Outstanding written and verbal communication in high-stakes, time-sensitive environments.
• Ability to convert complex technical updates into business-ready language.
• Composure, organization, and credibility under pressure.
• Strong coordination and stakeholder management across diverse teams.
• Sound judgment balancing transparency, accuracy, and timing.

Preferred

• Background in SRE, operations, technical account management, or incident management.
• Direct experience supporting enterprise customers during outages or critical events.
• Familiarity with incident response frameworks and escalation models.
• Experience serving as a buffer between customers and technical teams.

Travel & logistics

• Up to 15% travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed bi-weekly.

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