Senior Manager, Client Incident Management

• Own the design and continuous improvement of the Client Incident management process, ensuring scalability and efficiency as the business grows
• Establish governance standards for client incident handling, escalation, and resolution, with measurable improvements in MTTR and SLA compliance
• Provide visibility into client incident trends, risks, and systemic issues to senior leadership, including progress toward reducing incident frequency and severity
• Analyze client incident data to identify recurring issues and underlying patterns, driving measurable reductions in repeat incidents
• Integrate problem management practices to implement permanent fixes and prevent recurrence
• Create feedback loops with product, engineering, and operations teams to address root causes and improve client experience
• Identify opportunities to streamline workflows and eliminate manual effort through automation and AI-assisted tools
• Develop or refine metrics and dashboards to monitor incident performance, including MTTR, recurrence rates, and severity trends, enabling data-driven decisions
• Ensure processes are designed to scale with business growth and complexity
• Lead and mentor a small team focused on client incident and problem management, ensuring accountability for incident reduction and resolution KPIs
• Coordinate and influence a large cross-functional team (IT, product, client services, operations) to ensure alignment and effective resolution of incidents
• Champion a culture of continuous improvement and proactive risk mitigation

• Bachelor’s degree in Business Administration, Operations Management, or related field
• 8–12+ years of experience in client incident management, problem management, or process improvement roles
• 3–5+ years of people leadership experience
• Strong analytical and problem-solving skills with experience in trend analysis and root cause identification
• Familiarity with ITIL or similar frameworks for incident and problem management
• Proven ability to design scalable processes and leverage automation tools
• Excellent communication and stakeholder management skills

Experience with process improvement methodologies (Lean, Six Sigma) highly preferred

• 401k plan with employer match
• flexible paid time off
• holidays
• parental leaves
• life and disability insurance
• health benefits including medical, dental, vision, and prescription drug coverage