Incident Communication Manager

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Your opportunity

The Incident Communication Manager serves as our main point of contact for planned and unplanned outages and is an operational anchor, driving seamless operations and collaboration. This role resides in our Global Technical Support organization and leads key aspects of communications during events that may impact our customers including, but not limited to, maintenance windows and service interruptions (incidents). Technically savvy and strategically focused, you are a trusted liaison between New Relic teams building customer trust during critical moments.

What you'll do

• 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
  
  

This role requires

• 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

Bonus points if you have

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

Please note that visa sponsorship is not available for this position.

#LI-JM #LI-Hybrid

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes. 

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics. 

Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy