Director, Advocacy Operations & Enterprise Incident Management

For our client, we are seeking a Director, Advocacy Operations & Enterprise Incident Management to join the team of a leader in the Telecommunications & Hardware space. This role will lead the operational framework for enterprise incident management and serve as a key driver of escalation response during customer-impacting service events. The Director will partner closely with executives, support teams, and cross-functional stakeholders to ensure clear communication, disciplined execution, and continuous improvement. This is a highly visible role focused on building scalable governance, strengthening response readiness, and improving the customer experience during critical incidents. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $133,200 – $272,600 annually Responsibilities Own processes and governance for enterprise incident management Lead the incident command function for various incident types Activate and manage the incident response team, driving decisions and actions Maintain escalation protocols and communication standards during incidents Drive coordination and communication during service events to customers and executives Establish frameworks for post-incident analysis and continuous improvement Collaborate across departments to address customer-impacting issues effectively Qualifications 10+ years in Customer Success, Support, Operations, Incident Management, or related fields 5+ years leading teams in SaaS, technology, or subscription environments Experience managing executive escalations and major incidents Ability to develop scalable operating models and governance frameworks Proven track record of building high-performing teams and succession plans Strong executive presence to influence various departments Familiarity with operational analytics and customer success platforms Benefits Comprehensive health and wellness benefits including medical, dental, and vision Generous vacation policy and flexible work arrangements Opportunities for professional development and training Performance bonuses based on individual and company success Retirement savings plan options with employer matching Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.