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Calix
United States · remote · USD 133200-272600 annual
Our team is growing, and we're looking for a Director, Advocacy Operations & Enterprise Incident Management to lead a newly unified advocacy organization with a single mandate: making our customers successful, both directly and through the partners who serve them.
The Director of Advocacy Operations & Enterprise Incident Management leads the organization responsible for protecting customer experience and business operations during periods of operational risk or disruption. This leader oversees the teams responsible for enterprise incident command, executive escalations, critical account recovery, customer action plans, and operational governance. The remit spans all classes of incident: product and platform outages, cyber security events, physical site and facilities emergencies, business continuity disruptions, and third-party or supply-chain failures.
The role establishes the operating model, develops leadership talent, and drives cross-functional accountability across Success, Support, Product, Engineering, Security, IT, Services, Legal, Facilities, Corporate Communications, and Sales to ensure customer and business issues are resolved quickly and systemic problems are eliminated.
The Director shall develop a team of managers, program leaders, and operational specialists responsible for creating a high-performance culture focused on customer advocacy, operational rigor, accountability, and continuous improvement.
Own enterprise incident management processes and governance and lead the team of Incident Managers
Serve as the enterprise incident command function for all classes of incident, regardless of the function in which the incident originates.
Quarterback the incident bridge: activate the response, convene the right responders at the right level of seniority, assign incident roles including commander, scribe, communications lead, and resolver owner, and drive the bridge to decisions, actions, and closure.
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Maintain the activation model, on-call rosters, and escalation trees that ensure the correct individuals join the bridge within defined response times.
Establish a unified severity taxonomy, response frameworks, communication standards, and executive reporting that apply consistently across incident types, so that a given severity level means the same thing whether the event is an outage, a security breach, or a site evacuation.
Drive customer-facing coordination during critical service events.
Coordinate incident communications with Corporate Communications, Legal, and Support across internal, customer, and, where required, regulatory audiences.
Establish severity definitions, response frameworks, communication standards, and executive reporting.
Drive post-incident reviews and corrective action plans.
Manage executive-level customer escalations from initiation through resolution.
Act as the single operational owner coordinating cross-functional response teams.
Ensure executives have clear visibility into customer impact, recovery actions, and commitments.
Develop standardized playbooks, workflows, and operating rhythms.
Implement reporting to identify systemic causes of escalations and incidents.
Drive continuous improvement initiatives to reduce recurring issues.
Own the enterprise incident response playbooks for each incident class, developed jointly with the accountable functional owner.
Run tabletop exercises and simulations across incident classes on a defined annual cycle, and convert the findings into playbook and readiness improvements.
Maintain the readiness of the command structure, including rosters, contact trees, bridge infrastructure, and incident tooling.
Interface with the crisis management team and executive staff during high-severity events.
Develop standardized playbooks, workflows, and operating rhythms.
Implement reporting to identify systemic causes of escalations and incidents.
Drive continuous improvement initiatives to reduce recurring issues.
Partner with Customer Success, Support, Product, Engineering, Sales, and Renewal teams.
Influence prioritization of systemic customer-impacting issues.
Escalate organizational barriers preventingtimely customer resolution.
Time to resolution for critical incidents.
Time to bridge activation, and time to full assembly of the required responders at the required seniority.
Incident command coverage: the percentage of qualifying incidents run under the formal command model.
Communications timeliness against severity-defined service levels, across internal, customer, and regulatory audiences.
Exercise and tabletop completion rate across incident classes.
Percentage of critical accounts successfully recovered.
Customer satisfaction following escalation resolution.
Reduction in escalations attributable to preventable operational issues.
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 success leading 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 with the ability to influence Product, Engineering, Sales, Success, and Support leaders.
Ability to balance customer advocacy, employee development, and business outcomes in high-pressure environments.
Experience with Salesforce, customer success platforms, service management tools, and operational analytics preferred.
Track record of improving organizational performance, employee engagement, customer satisfaction, and operational excellence.
The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.
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As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.
Originally posted on Himalayas