Incident Response Program Manager
What We Need
Do you consider yourself an influencer and an excellent communicator? This is a new and exciting opportunity to impact Kareo’s customer experience.
If you are looking to drive change, enjoy interacting with different audiences (including Chief level Executives), and want to become part of transforming processes and stakeholder management, this is the opportunity for you!
Our Incident Response Program Manager is an excellent communicator and extremely detail oriented. You are obsessed with improving our customer experience and networking with other teams to ensure alignment, timely updates, expectations and closing of any customer facing issues end to end to see things through, start to finish.
You will be responsible for overseeing and managing all operational aspects of Incident Response and optimizing the entire program to create swift, repeatable, and organized processes to follow when customers are experiencing issues with our product or stability.
This role will require a sharp business mind and a proven ability to strategize and implement high-level program initiatives as well as a strong talent for project coordination, success tracking, and cross functional delegation.
This role will work closely with all customer facing teams, software engineering, and tier 2, but also report out to leadership and key executive stakeholders.
We are looking for someone who is motivated by the desire to improve the customer experience, optimize internal processes, and drive improvements.
Your Area of Focus
Strategize, implement, and maintain program initiatives that adhere to organizational objectives
Develop program assessment protocols for evaluation and improvement
Drive improvements that continually drive organizational standards of satisfaction, quality, and performance for ideal customer outcomes
Align the greater organization and Executive teams on vision, approach, status, and outcomes around program initiatives and business improvement needs
Work closely with cross-functional teams and stakeholders to plan and develop scope, deliverables, required resources, plan, budget, and timing for organizational initiatives
Manage program and project teams for optimal return-on-investment, and coordinate and delegate cross-project initiative
Create a program that sets an ongoing plan to; mitigate and respond quickly upon incidents (depending on their levels of urgency and impact)
Identify key requirements needed from cross-functional teams and adequately plan and manage to success
Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders
Manage and maintain project plans and first pass success metrics
Conduct alignment and read out sessions with stakeholders and cross functional leaders
Act as the advocate and owner of the CS organizational vision in all projects and initiatives for your assigned function
Help uncover the scope of impact (how many customers, how much MRR is at risk, etc.)
Invoke Urgency (who needs to be at the table in our incident room)
Create communication plans based on target audiences (internal, customer facing, support vs executives). You will create complete customer communication campaigns based on technological specifications identified by our Tier 2 and Engineering teams
Create communication synergies amongst : IVR, Social, Status Blog, Email, Slack, etc.
Generate executive summaries of the issues
Follow up with recurring updates until the issue is resolved
Close out and work with tier 2 to define any RCA (Root Cause Analysis) or closing report of the incident
Generate event processing (series of co-related Jira incidents into one event)
Handel case management of JIRA tickets vs Salesforce cases to ensure the best customer experience
Manage multiple Slack channels and Lifesize (video conferencing) rooms
Partner with the incident commander
Your Professional Qualifications
C+ English : Written and Spoken
2-3 years of experience in program management
Bachelor's degree in business or related field.
Proven experience in program management.
Passionate customer advocate!
Excellent communication skills; written and verbal
Thrives in a fast paced, high, and almost instant gratification environment
Loves researching and investigating to truly understand an issue
Great networking abilities. Works well with other Kareo team cross-functional members
Effectively collaborate while maintaining a positive and professional demeanor
Enjoys translating technical jargon into easily understandable vocabulary
Does not break under pressure, but rather enjoys finding quick solutions researching and answering questions quickly and accurately
Deliver feedback or insights to leadership after incidents
Capable of generating SFDC or Jira reports and summaries on a weekly basis to share with cross-functional teams (outstanding items, trends, completed tasks, etc.)
Passionate - Be Passionately Driven : We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare.
We hold ourselves to the highest standards. And we work with urgency because what we do matters.
Customer-Focused - Dedicated to Customer Success : Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive.
We are solution-oriented and aligned with their needs.
Collaborative - Together We’re Better : Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
Growing - Constant Growth : We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry.
We are creative problem solvers that believe in making things better.