Director, Advocacy Operations – Enterprise Incident Management

🔥 20 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $133.2k - $272.6k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Calix

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

💰 $50M Venture Round on 2009-08

Telecommunications • SaaS • Enterprise

Calix is a comprehensive solutions provider that focuses on enabling broadband service providers (BSPs) to simplify, innovate, and grow their businesses. Through its advanced broadband platform, Calix offers technologies like 10G-PON, 5G, Wi-Fi 7, and more to improve network operations, reduce downtime, and enhance the subscriber experience. The company provides managed services such as SmartLife and SmartHome, which help subscribers operate, secure, and enhance their connected lifestyles. Calix serves diverse provider types including telcos, cable operators, and municipal utilities, helping them deliver critical broadband connectivity and transform community access to digital services. With a focus on cloud technology, analytics, and transformation guidance, Calix empowers service providers to thrive in the digital age.

📋 Description

• Lead the newly unified advocacy organization focused on customer success • Oversee enterprise incident command, executive escalations, critical account recovery, customer action plans, and operational governance • Own enterprise incident management processes and governance and lead Incident Managers • Serve as enterprise incident command for product, platform, cybersecurity, facilities, business continuity, third-party, and supply-chain incidents • Activate and quarterback incident bridges, assign incident roles, drive decisions, actions, and closure • Maintain on-call rosters, escalation trees, activation models, command structures, contact trees, bridge infrastructure, and incident tooling • Establish unified severity taxonomies, response frameworks, communication standards, and executive reporting • Coordinate customer-facing incident communications with Corporate Communications, Legal, and Support • Lead post-incident reviews and corrective action plans • Manage executive-level customer escalations through resolution as the single operational owner • Develop playbooks, workflows, operating rhythms, reporting, and continuous improvement initiatives • Run annual tabletop exercises and simulations and convert findings into readiness improvements • Interface with crisis management teams and executive staff during high-severity events • Partner cross-functionally with Customer Success, Support, Product, Engineering, Sales, Renewal, Security, IT, Services, Legal, Facilities, and Communications • Influence prioritization of systemic customer-impacting issues and escalate organizational barriers

🎯 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 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

🏖️ Benefits

• Bonus eligibility • Employee benefits package (details provided via benefits link)