Incident Communication Manager

• Serve as the primary contact for communications related to planned and unplanned service interruptions
• providing timely, accurate, and easily consumable communications before, during, and after events as needed
• Write a variety of communications including stakeholder communications, status page updates, root cause analysis reports, and monthly reliability blogs
• Collaborate with the Incident Program Manager, technical support teams, and Legal to develop, implement, and maintain communications strategies that protect New Relic’s reputation
• Work with Leadership to scale the organisation for growth and change the way we do things ­ for the better!
• Maintain ongoing familiarity with New Relic products and related technologies, and Technical Support workflow processes, tools, and systems

• Experience navigating technical complexity and have familiarity with the day-to-day support operations for highly adaptable SaaS Support teams
• Resourceful and creative problem solver, who knows how to influence across functions
• Demonstrated experience communicating critical, time-sensitive events to various stakeholders
• Strong communication skills with the ability to tailor content for different audiences
• Ability to articulate technical issues to non-technical partners
• Experience coaching team members in alignment with quality standards
• Continuous monitoring and evaluation of process effectiveness, driving corrective actions and improvements as needed
• Ability to work with cross-functional teams to drive resolution of critical issues for customers

Experience coordinating incidents and time-sensitive customer escalations in a tech organization

• Fostering a diverse, welcoming and inclusive environment
• flexible workforce model (fully office-based, fully remote, or hybrid)