Incident Manager

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.

The Role

The Incident Manager is responsible for leading the company's response to high severity incidents. Successful Incident Managers thrive on challenge, are calm under pressure, and can think on their feet. They collaborate well with others, have your team's backs, and have a strong commitment to our customers.

Outreach has a critical incident response program and we are looking for an individual to help lead the effort in driving incidents to resolution, while also assisting with other, impactful customer escalations. You will drive change by raising trends to our Product and Engineering partners. You will partner with Engineering, Product, Operations, Success and Support teams. We are looking for a strong, team player who can command a room to drive resolution seamlessly and effectively. Oncall and after hours may be needed.

Your Daily Adventures Will Include

• Incident management support covering all P1/P2 Incidents from Initiating bridge call start until Incident solution and retrospective

• Ensuring flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction

• Decision maker on triggering executive involvement for high priority incidents and escalations and owns communication with those executives.

• Managing resources assigned to the incident and ensures the incident is receiving the proper support to drive resolution as quickly as possible.

• Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company's incident response process.

• May be responsible for keeping key customers updated on status and next steps as needed

• Leading the coordination with internal stakeholders through resolution of the incident. Closely partnering and collaborating with Infrastructure, Engineering, Marketing, Operations, Security & Privacy, Technical Support, Customer Success and Sales Leadership to ensure alignment across the business.

• Contribute to incident root cause analysis, identifying remediations and process improvement based on observed trends

• Manage programs and projects, in collaboration with engineering, product, and operations teams, focused on improvements to process, metrics, and framework

• Partnering with Engineering to create playbooks for potential critical scenarios

• Contribute to management of P1 escalations and retrospectives as needed, driving difficult customer facing escalations to resolution while interfacing directly with our customers

• Drive change for our customers by raising trending issues or customer frustration in Voice of the Customer programs, creating new, innovative ways to analyze and present on behalf of our customers

• Train and mentor staff on the incident response process.

• Rotating on-call work is required.

Our Vision of You

• 5+ years of work experience in a customer facing, escalation management role or similar function

• 3+ years in an incident response role, leading resolution of high priority incidents in a 24/7 global operations support team environment, Incident Commander understanding/experience is required

• Experience driving Voice of the Customer programs, bringing awareness of customer impact across the business

• An ability to assess the severity and priority of multiple incoming inquiries from management, customers and internal employees

• Proven track record working with executives, both internally and with external customers

• You can command a room and drive others to work to resolution and critically think through next steps

• Demonstrated ability to manage multiple, simultaneous, cross-functional work streams.

• Proven track record of navigating difficult customer escalations with ease

• You have driven impactful change in organizational process and have a strong aptitude for business processes

• Proven ability to understand complex business issues and align communications strategies and outcomes accordingly

• Strong leadership and presentation skills, both oral and written, with the ability to articulate and educate other engineers and customers about complex technology in a simple way.

• Able to negotiate resources to address customer issues with urgency

• Relevant technical background, with the ability to understand and translate complex issues for customer audiences

• Proactive self-starter

• Excellent organizational, analytical, and problem solving skills.

• Sought out by client facing teams as an expert in managing difficult/complex client situations

• Bachelor's degree or equivalent demonstrated related work experience

• A plus if you have previous experience with FireHydrant or other incident tooling

The base salary range for this role is $70,000-$130,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the your skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.

Why You'll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military

• A parental leave program that includes not just extended time off but options for a paid night nurse, and a gradual return to work

• Infertility/ assisted reproductive services benefit

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen

• We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status