Incident and Escalation Manager (AI)

TL;DR

Incident and Escalation Manager (AI): Designing and leading the end-to-end incident response and escalation program for a high-scale voice AI infrastructure with an accent on command structure, customer communication, and operational reliability. Focus on building an incident commander rotation, establishing RCA processes, and translating technical failures into business-critical recovery plans.

Location: Hybrid (San Francisco, USA)

Salary: $180K – $250K • Offers Equity

Company

hirify.global is a Voice AI platform enabling the deployment of intelligent voice agents that listen, adapt, and resolve customer issues for enterprises.

What you will do

• Design and author the full incident response program, including severity models, command structures, and response-time targets.
• Build and train the incident commander rotation, including tool setup (paging, escalation policies, status pages).
• Own the pager and personally command incidents during shifts while maturing the responder bench.
• Manage customer-facing Root Cause Analysis (RCA) and run blameless post-incident reviews.
• Handle high-severity customer escalations and partner with account teams on at-risk accounts.
• Develop operational metrics (resolution time, response velocity) to inform the engineering roadmap.

Requirements

• 8–12 years of experience in incident/escalation management or technical program management at scale.
• Proven track record of building incident programs from zero and hiring/training a response team.
• Hands-on experience with tooling like PagerDuty, incident.io, or Opsgenie.
• Must be based in San Francisco for a hybrid work arrangement.
• Ability to write clear, professional communications under high pressure for senior leaders and customers.
• Technical comfort with real-time systems, telephony, or carrier dynamics.

Nice to have

• Experience hiring a team.
• Deep familiarity with carrier operations.

Culture & Benefits

• Fast-growing environment with significant venture backing ($72M total raised).
• High-impact role as the first dedicated hire for this function.
• Opportunity to work with high-profile customers including Fortune 500 companies and YC startups.
• Equity ownership in the company.