Description

You will own and execute the customer communications strategy during high-impact incidents, ensuring messaging is clear, timely, and empathetic. You'll build scalable frameworks, enable customer-facing teams, and collaborate cross-functionally to improve communication practices.

Requirements

• Experience in incident communications or similar role
• Strong writing and messaging skills
• Ability to work cross-functionally
• Consultative and adaptable approach
• Curious and solution-oriented mindset

Responsibilities

• Lead incident communication strategy and framework
• Own end-to-end execution of customer communications during incidents
• Enable Customer Success and Support teams with tools and guidance
• Serve as cross-functional partner with Product, Risk, Legal, QA, and Data teams
• Contribute to incident retrospectives to improve communication