Director, Advocacy Operations & Enterprise Incident Management (SaaS)

Location: Remote - USA

Salary: 133,200–272,600 USD annual, depending on US geographic pay zone; bonus eligibility may apply.

Company

hirify.global is a cloud and software platform company that helps broadband service providers simplify operations, improve subscriber experiences, and grow value.

What you will do

• Lead enterprise incident management processes, governance, and the Incident Manager organization across product, platform, cybersecurity, facilities, business continuity, and third-party incidents.
• Command critical incident bridges by activating response teams, assigning roles, driving decisions, coordinating communications, and ensuring timely closure.
• Manage executive customer escalations from initiation through resolution and coordinate customer recovery programs.
• Build standardized severity taxonomies, response frameworks, playbooks, workflows, operating rhythms, and executive reporting.
• Run tabletop exercises and simulations, maintain incident readiness infrastructure, and convert findings into operational improvements.
• Lead cross-functional accountability across Success, Support, Product, Engineering, Security, IT, Services, Legal, Facilities, Communications, and Sales.

Requirements

• 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 a SaaS, technology, telecommunications, or subscription business environment.
• Proven experience with 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 and the ability to influence Product, Engineering, Sales, Success, and Support leaders in high-pressure situations.

Nice to have

• Experience with Salesforce, customer success platforms, service management tools, and operational analytics.
• Track record of improving organizational performance, employee engagement, customer satisfaction, and operational excellence.

Culture & Benefits

• Focus on customer success, innovation, operational rigor, accountability, and continuous improvement.
• Opportunity to develop managers, program leaders, and operational specialists in a high-performance organization.
• Bonus eligibility may be included in the total compensation package.
• Benefits information is provided during the recruitment process.