Incident Coordinator

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee a designated portfolio of cyber incidents, data breaches, and fraud-related cases with minimal direct oversight.

• Set priorities and meet client deadlines effectively.

• Act as the main point of contact for clients, affected customers, vendors, and internal specialists.

• Facilitate client intakes, evaluate incident information, and coordinate proposals, contracts, implementation tasks, project timelines, and service management.

• Analyze, clean, reconcile, and manage intricate datasets for breach notifications and fulfillments.

• Organize breach communications and mailings, which include data scrubbing, letter production, client approvals, secure data transfers, and delivery to mailing providers.

• Track case progress, risks, dependencies, and stakeholder expectations.

• Address complex issues and escalate matters needing support from other teams.

• Collect, organize, document, and safeguard case facts, statements, affidavits, and other evidential materials.

• Keep timely case notes, incident records, project updates, and stakeholder reports.

• Stay informed about relevant data breach regulations and integrate obligations into case management and client communications.

• Confirm resolution, close incident records, and provide final case reports to stakeholders.

• Collaborate with teams throughout the organization while maintaining client relationships and ensuring operational excellence.

⛳️ Requirements

• One to five years of project management experience, or relevant education or certifications that demonstrate equivalent project planning and coordination knowledge.

• Three to seven years of client-facing experience in project management, customer service, case management, incident response support, or a similar high-pressure service environment.

• Capability to manage multiple workstreams at varying speeds using independent judgment, meeting deadlines, and maintaining a keen attention to detail.

• Excellent written and verbal communication skills in English.

• Strong interpersonal abilities, analytical thinking, and a compassionate, solution-oriented approach to client and customer support.

• Advanced skills in Microsoft Excel, including VLOOKUP or similar lookup functions and data-cleaning functions.

• Proficiency in the Microsoft Office suite.

• Ability to accurately manage secure document and data transfers in accordance with client and company protocols.

• Must be authorized to work full-time in the United States without employer immigration assistance or sponsorship now or in the future.

• Commitment to company policies, sound judgment, integrity, safe working practices, respectful communication, and the protection of confidential and proprietary information.

• Preferred: Experience with PivotTables and other advanced Excel tools.

• Preferred: Familiarity with Batch or Bash scripting.

• Preferred: Experience with Smartsheet, Jira, ShareFile, and AWS S3.

• Preferred: Skills in additional language translation or live interpretation.

🏝️ Benefits

• Immediate eligibility for medical, dental, and vision insurance.

• Options for supplemental health plans.

• HSA and FSA accounts available.

• Company-sponsored basic life and AD&D insurance.

• Optional voluntary life and AD&D insurance.

• Coverage for short- and long-term disability.

• Legal plan provided.

• Pet insurance available.

• Coverage for travel accidents.

• Adoption assistance offered.

• Coverage for fertility planning.

• Support for caregivers.

• Dependent Care FSA with a possible employer match.

• Complimentary Care@Work membership.

• Up to 12 weeks of paid parental leave with eligibility for a gradual return.

• 401(k) plan with employer matching.

• Employee Stock Purchase Plan (ESPP) available.

• Financial wellness resources provided.

• Career coaching accessible.

• Optional long-term care insurance.

• Tuition reimbursement options.

• Flexible time off for exempt employees or paid time off for non-exempt employees.

• Up to 12 paid holidays annually.

• Commuter benefits available.

• Employee discounts offered.

• Charitable gift matching program.

• Paid volunteer time off provided.

• Opportunities for corporate volunteer events.

• 24/7 support including professional therapy, coaching, and emotional well-being programs.

• Access to guided meditation and resources for physical, mental, social, and financial wellness.

• Eligibility for an annual bonus plan for regular, full-time non-sales positions.

• Long-term incentives and additional payments may be available for specific positions.