Director, Advocacy Operations – Enterprise Incident Management

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Lead the newly consolidated advocacy organization that emphasizes customer success.

• Supervise enterprise incident command, executive escalations, critical account recovery, customer action plans, and operational governance.

• Own the processes and governance for enterprise incident management, while leading Incident Managers.

• Act as the enterprise incident command for incidents related to product, platform, cybersecurity, facilities, business continuity, third-party, and supply chain.

• Activate and facilitate incident bridges, allocate incident roles, and drive decisions, actions, and resolutions.

• Maintain on-call rosters, escalation trees, activation models, command structures, contact trees, bridge infrastructure, and incident tools.

• Establish a unified system of severity taxonomies, response frameworks, communication standards, and executive reporting.

• Coordinate incident communications directed at customers in collaboration with Corporate Communications, Legal, and Support teams.

• Lead reviews following incidents and formulate corrective action plans.

• Manage executive-level customer escalations until resolution as the sole operational owner.

• Develop playbooks, workflows, operational rhythms, reporting mechanisms, and initiatives for continuous improvement.

• Conduct annual tabletop exercises and simulations, translating findings into enhancements in readiness.

• Interface with crisis management teams and executive staff during high-severity incidents.

• Collaborate across functions including Customer Success, Support, Product, Engineering, Sales, Renewal, Security, IT, Services, Legal, Facilities, and Communications.

• Influence the prioritization of systemic issues affecting customers and escalate any organizational barriers.

⛳️ Requirements

• 10+ years of experience in Customer Success, Support, Customer Operations, Incident Management, Escalations, or similar customer-facing roles.

• 5+ years of experience in leading managers and cultivating high-performance teams within a SaaS, technology, telecommunications, or subscription-based business environment.

• Proven record of success in managing executive escalations, significant incidents, customer recovery initiatives, and cross-functional operational teams.

• Experience in developing scalable operational models, governance frameworks, key performance indicators (KPIs), and executive reporting.

• Demonstrated capability to hire, mentor, develop, and retain leaders while creating succession plans and enhancing leadership strength.

• Strong executive presence with the capacity to influence leaders in Product, Engineering, Sales, Success, and Support.

• Ability to balance customer advocacy, employee development, and business results in high-pressure situations.

• Familiarity with Salesforce, customer success platforms, service management tools, and operational analytics is preferred.

• Proven history of enhancing organizational performance, employee engagement, customer satisfaction, and operational excellence.

🏝️ Benefits

• Bonus eligibility.

• Comprehensive employee benefits package (details available via benefits link).