Director, Advocacy Operations & Enterprise Incident Management

About This Opportunity

We are representing a confidential cloud software organization in a critical leadership search for a Director of Advocacy Operations & Enterprise Incident Management. This newly unified role carries a singular mandate: protecting customer experience and business continuity during operational disruption while building the systems and teams that prevent issues from recurring.

The successful candidate will lead enterprise incident command across all classes of events—platform outages, security incidents, facilities emergencies, business continuity disruptions, and supply-chain failures—while managing executive escalations and critical account recovery programs.

Responsibilities

Incident Management

• Own enterprise incident management processes and lead the team of Incident Managers
• Serve as incident command for all event classes, regardless of originating function
• Quarterback the incident bridge: activate response, convene appropriate stakeholders, assign roles (commander, scribe, communications lead), and drive to resolution
• Maintain activation models, on-call rosters, and escalation trees ensuring correct responders join within defined timelines
• Establish unified severity taxonomy, response frameworks, communication standards, and executive reporting across incident types
• Coordinate customer-facing communications during critical service events
• Partner with Corporate Communications and Legal on internal, customer, and regulatory communications
• Drive post-incident reviews and corrective action plans

Executive Escalations

• Manage executive-level customer escalations from initiation through resolution
• Act as single operational owner coordinating cross-functional response teams
• Ensure executive visibility into customer impact, recovery actions, and commitments

Business Continuity and Crisis Readiness

• Own enterprise incident response playbooks for each incident class, developed with functional owners
• Run tabletop exercises and simulations on defined annual cycles
• Maintain readiness of command structure including rosters, contact trees, bridge infrastructure, and tooling
• Interface with crisis management team and executive staff during high-severity events

Operational Excellence

• Develop standardized playbooks, workflows, and operating rhythms
• Implement reporting to identify systemic causes of escalations and incidents
• Drive continuous improvement initiatives to reduce recurring issues

Cross-Functional Leadership

• Partner across Customer Success, Support, Product, Engineering, Sales, and Renewal teams
• Influence prioritization of systemic customer-impacting issues
• Escalate organizational barriers preventing timely customer resolution

Key Performance Indicators

• Reduction in repeat incidents and executive escalations
• Time to resolution for critical incidents
• Time to bridge activation and full responder assembly
• Incident command coverage percentage
• Communications timeliness against severity-defined service levels
• Exercise and tabletop completion rates
• Customer satisfaction following escalation resolution
• Corrective action completion rate

What We're Looking For

• 10+ years of experience in Customer Success, Support, Customer Operations, Incident Management, Escalations, or related customer-facing functions
• 5+ years leading managers and building high-performing teams in SaaS, technology, telecommunications, or subscription business environments
• Proven success leading executive escalations, major incidents, customer recovery programs, and cross-functional operational teams
• Experience building scalable operating models, governance frameworks, KPIs, and executive reporting
• Demonstrated ability to hire, coach, develop, and retain leaders while building succession plans and leadership bench strength
• Strong executive presence with ability to influence Product, Engineering, Sales, Success, and Support leaders
• Ability to balance customer advocacy, employee development, and business outcomes in high-pressure environments
• Experience with Salesforce, customer success platforms, service management tools, and operational analytics preferred
• Track record improving organizational performance, employee engagement, customer satisfaction, and operational excellence

How We Work With You

Candidates apply through Get A Job.ai. Our talent team conducts an initial screening to understand your background and confirm alignment with the role requirements. Qualified candidates are then submitted to our client for consideration. Please do not attempt to contact the client directly, as all coordination is managed through our recruiting process to ensure confidentiality and proper representation.

Pay

This is a full-time, direct-hire position located in the United States. The client offers location-based compensation with ranges from $133,200 to $272,600 USD annually depending on geography, plus eligibility for bonus and benefits. Compensation discussions will include location-specific details during the interview process.

Equal Employment Opportunity

Get A Job.ai is committed to equal employment opportunity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.