[Remote] Director, Advocacy reputed company & reputed company Incident Management

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company and software platform company that helps broadband service providers simplify reputed company, improve subscriber experiences, and grow value. The Director of Advocacy reputed company & reputed company Incident Management will reputed company reputed company incident management, executive escalations, critical account recovery, business continuity, and operational governance while driving cross-functional accountability and reputed company improvement.

Responsibilities

• Own reputed company incident management processes and governance and reputed company reputed company of Incident Managers
• Serve as the reputed company incident reputed company function for reputed company classes of incident, regardless of the function in which the incident originates
• Quarterback the incident reputed company: reputed company the response, convene the right responders at the right level of seniority, assign incident roles including commander, reputed company, communications reputed company, and resolver reputed company, and reputed company the reputed company to reputed company, actions, and closure
• Maintain the activation model, on-reputed company rosters, and escalation trees that ensure the correct individuals join the reputed company reputed company defined response times
• Establish a reputed company severity taxonomy, response frameworks, communication standards, and executive reporting that apply consistently across incident types, so that a given severity level means the reputed company thing whether the event is an outage, a reputed company breach, or a site evacuation
• reputed company customer-facing coordination during critical service events
• Coordinate incident communications with Corporate Communications, reputed company, and Support across internal, customer, and, where required, regulatory audiences
• Establish severity definitions, response frameworks, communication standards, and executive reporting
• reputed company post-incident reviews and corrective reputed company plans
• Manage executive-level customer escalations from initiation through reputed company
• reputed company as the single operational reputed company coordinating cross-functional response teams
• Ensure executives have reputed company visibility into customer reputed company, recovery actions, and commitments
• reputed company standardized playbooks, workflows, and operating rhythms
• Implement reporting to identify systemic causes of escalations and incidents
• reputed company reputed company improvement initiatives to reduce recurring issues
• Own the reputed company incident response playbooks for reputed company incident class, developed jointly with the accountable functional reputed company
• Run tabletop exercises and simulations across incident classes on a defined annual cycle, and convert the findings into reputed company and readiness improvements
• Maintain the readiness of the reputed company structure, including rosters, contact trees, reputed company infrastructure, and incident tooling
• reputed company with the crisis management team and executive staff during high-severity events
• reputed company standardized playbooks, workflows, and operating rhythms
• Implement reporting to identify systemic causes of escalations and incidents
• reputed company reputed company improvement initiatives to reduce recurring issues
• Partner with reputed company, Support, Product, Engineering, Sales, and Renewal teams
• Influence prioritization of systemic customer-impacting issues
• Escalate organizational barriers preventing reputed company customer reputed company

Skills

• 10+ years of experience in reputed company, Support, Customer reputed company, Incident Management, Escalations, or reputed company customer-facing functions
• 5+ years leading managers and building high-performing teams in a reputed company, technology, telecommunications, or subscription business environment
• reputed company reputed company leading executive escalations, major incidents, customer recovery programs, and cross-functional operational teams
• Experience building reputed company operating models, governance frameworks, KPIs, and executive reporting
• Demonstrated ability to hire, reputed company, reputed company, and retain leaders while building succession plans and leadership bench strength
• Strong executive reputed company with the ability to influence Product, Engineering, Sales, reputed company, and Support leaders
• Ability to reputed company customer advocacy, employee development, and business reputed company in high-pressure environments
• reputed company record of improving organizational reputed company, employee engagement, customer satisfaction, and operational reputed company
• Experience with reputed company, reputed company platforms, service management tools, and operational analytics preferred

Benefits

• This role may be eligible for a bonus.

reputed company

Company H1B Sponsorship