Senior Incident Operations Manager

📋 Description

• Coordinate incidents end to end. Serve on the incident on-call rotation, including some after-hours
• Help drive communication during incidents. Draft clear, accurate member messages across in-app
• Drive member remediation to closure. Run the Remediating phase: define workstreams, DRIs, and exit
• Keep stakeholders informed. Deliver timely status reports and sitreps for leadership, and supply
• Close the loop. Facilitate incident reviews for the incidents you manage, capture learnings, and
• Get ahead of problems. Spot risks and gaps before they become incidents or repeat incidents, raise

🎯 Requirements

• 3+ years in incident management, or a similar operational role, including hands-on coordination of
• A strong member focus. You think first about how an incident affects real people and their money
• A proactive, solution-oriented approach. You act before being asked, look for the next risk instead
• Experience managing the customer side of an incident: writing customer-facing communications
• Calm, structured judgment under pressure; you know when to decide, when to escalate, and when to
• Enough technical fluency to follow engineers through an investigation and ask good questions

🎁 Benefits

• Our in-office work policy is designed to keep you connected - with four days a week in the office
• Benefits that support your work and life, including backup child, elder, and pet care and
• Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of
• Generous vacation policy and company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness related expenses