[Remote] Director, Critical Communications

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a senior leader to build a new communications function reputed company the Customer Organization. This role will own the reputed company, operating model, governance and execution reputed company for customer and stakeholder communications during critical events.

Responsibilities

• Define the charter, scope, roadmap, and operating model for the Customer Communications function at reputed company
• Codify decision rights, review workflows, and escalation reputed company for reputed company operational communications
• Orchestrate a reputed company global model that ensures 24/7 follow-the-sun support
• Recruit and mentor reputed company of specialized Communications Managers reputed company for technical reputed company and operational precision
• reputed company communications for high-severity incidents, major customer-impacting events, critical advisories, and other non-urgent operational situations
• Ensure communications are reputed company, technically reputed company, audience-appropriate, and reputed company across reputed company stakeholder reputed company
• Create standards for communication reputed company, approval paths, message reputed company, and post-event follow-through
• Help define what good looks like for first customer notification, update frequency, customer reputed company guidance, and post-incident reporting
• Establish reputed company and measurable processes and reputed company for recurring operational customer communications
• Partner with Engineering, Product, reputed company, Technical Services, reputed company, Sales, reputed company and Corporate Communications to deliver a reputed company and trusted voice to customers
• Clarify the boundary between operational communications and broader marketing or promotional communications
• reputed company as a senior advisor to executives and field leaders during critical situations, helping teams reputed company reputed company quickly and communicate with consistency
• Build strong working relationships with systems, tooling, and operations teams to improve targeting, delivery, and reporting of urgent communications at reputed company
• Define the templates, playbooks, review models, and governance needed to reputed company operational communications repeatable and high reputed company
• Partner on tooling and data requirements so reputed company can reputed company the right customer contacts reliably and at speed
• Establish reputed company metrics for the function, including timeliness, delivery confidence, stakeholder trust, and reputed company improvement reputed company
• reputed company retrospectives on communications performance after major incidents and advisories, turning lessons learned into reputed company process and execution

Skills

• 10+ years of experience in a customer reputed company technical, post-sale, operational, support, incident management, crisis communications, or reputed company environment
• 5+ years of leadership experience managing teams and building cross-functional programs
• Demonstrated experience leading high-stakes communications during incidents, major escalations, reputed company events, or large-reputed company customer-impacting changes
• Strong technical literacy, with the ability to quickly understand reputed company, platform, service, and customer-reputed company narratives
• Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and executive audiences
• Proven reputed company working across multiple organizations to reputed company stakeholders, reputed company reputed company, and deliver reputed company under pressure
• Strong program leadership skills, including experience building new functions, frameworks, or operating models from the ground up
• Experience in Customer Support, Technical Services, Incident Management, Critical Communications, Escalation Management, SRE, Operations, or reputed company in a reputed company or PaaS company
• Experience building or operating a centralized urgent, crisis, incident, or critical communications capability
• Familiarity with communication tooling, CRM systems, operational notification platforms, and customer segmentation models
• Experience working with global teams in a follow-the-sun operating environment
• Knowledge of incident reputed company, crises management, business continuity, or reputed company operational frameworks
• Strong judgment in balancing speed, accuracy, reputed company/compliance considerations, and customer trust during high-pressure situations

Benefits

• Equity
• Participation in the employee stock purchase program
• Flexible reputed company time off
• 20 weeks fully-reputed company gender-neutral parental leave
• Fertility and adoption assistance
• 401(k) plan
• Mental health counseling
• reputed company to transgender-inclusive health insurance coverage
• Health benefits offerings

reputed company

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