Customer Assurance Program Manager (RapidScale)
About the role
The Customer Assurance Program (CAP) Manager at RapidScale leads the proactive, risk-based assurance program across private and public cloud managed services. This role requires a deep understanding of cloud infrastructure, virtualization, networking, security, and platform operations to identify, assess, and mitigate systemic risk.
Responsibilities
Own and operate the CAP portfolio, including intake, prioritization, and ongoing risk review for watchlist and strategic accounts.
Independently evaluate engineering recommendations, validate root cause findings, and ensure remediation plans fully address both immediate failures and underlying systemic risk.
Conduct deep technical reviews of major incidents, recurring service disruptions, architectural risks, and operational trends to identify patterns and prevent future customer impact.
Evaluate architectural decisions, platform dependencies, operational readiness, and infrastructure design risks to proactively identify vulnerabilities before they impact customers.
Establish and monitor early-warning indicators across incidents, change failure rates, capacity utilization, backlog health, SLA/SLO performance, operational maturity, and security posture.
Lead structured internal and customer-facing reviews focused on environment health, incident trends, architectural risk, and remediation progress.
Challenge technical assumptions and facilitate cross-functional discussions among Cloud Engineering, Infrastructure, Networking, Security, and Operations teams to drive effective risk mitigation.
Provide concise risk summaries, heatmaps, and executive-ready communications for leadership reviews, QBRs, escalations, and strategic customer discussions.
Partner on tooling and data initiatives (Power BI, Salesforce, ServiceNow, operational dashboards) to improve visibility into operational health, reliability, and risk trends.
Lead, mentor, and develop CAP resources and incident leaders, establishing standards for technical rigor, operational excellence, customer engagement, and accountability.
Standardize incident management practices and elevate the quality of incident response, problem management, root cause analysis, and post-incident reviews across the organization.
Requirements
Bachelor's degree and 6 years of experience in cloud, infrastructure, managed services, platform operations, or related technical environments.
Minimum of 1+ years in a management role or senior technical leadership position.
Experience leading P1/P2 major incidents, executive escalations, or enterprise operational recovery efforts.
Hands-on technical expertise in cloud infrastructure, virtualization, networking, security, platform operations, or site reliability engineering.
Strong experience with Incident Management, Major Incident Management, Problem Management, and Root Cause Analysis methodologies.
Experience evaluating operational risk, technical dependencies, architectural weaknesses, and systemic service issues within complex technology environments.
Qualifications
Technically respected by engineers and architects, with the ability to lead detailed technical discussions while translating risk and business impact to executive audiences.
Technically credible leader with strong systems thinking, pattern recognition, and operational risk management capabilities.
Calm and decisive under pressure with a bias for action, ownership, and follow-through.
Effective people leader who develops technical talent while maintaining high standards of accountability and execution.
Data-driven communicator who transforms complex operational and technical information into clear business outcomes.
Skills
Technical expertise in cloud infrastructure, virtualization, networking, security, platform operations, or site reliability engineering.
Strong experience with Incident Management, Major Incident Management, Problem Management, and Root Cause Analysis methodologies.
Experience evaluating operational risk, technical dependencies, architectural weaknesses, and systemic service issues within complex technology environments.
Familiarity with ITIL v4, Site Reliability Engineering (SRE), operational resilience, and service assurance concepts.
Experience leveraging Power BI or operational dashboards to identify trends and support data-driven decision making.
Prior experience as a Cloud Engineer, Senior Engineer, Principal Engineer, Infrastructure Architect, Site Reliability Engineer (SRE), Technical Operations Manager, Cloud Support Manager, or similar technical leadership role.
Experience supporting enterprise cloud environments across AWS, Azure, VMware, networking, storage, and security domains.
Benefits
Flexible vacation policy
Seven paid holidays
Up to 160 hours of paid wellness annually
Additional paid time off for bereavement, voting, jury duty, volunteering, military, and parental leave
Pay
USD 101,500.00 - 169,100.00 per year
Schedule
Full-time