Genesys · 18 hours ago
Incident Communications Manager
Indiana, USA
Full-time
Onsite
Mid Level
$109K/yr - $202K/yr
3+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. They are seeking an Incident Communications Manager to lead both internal and external communications during Major Incidents and Severity 1 events, ensuring timely and accurate updates to customers and stakeholders.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
Manage customer and internal stakeholder communications throughout incidents, ensuring updates are accurate, timely, and consistent across all communication channels
Collaborate with the Incident Management team and Product Support to assess incident impact and determine appropriate communication strategies
Handle critical escalations from executives or key customers, coordinating prompt responses that maintain trust and transparency
Participate in post-incident reviews and contribute to Root Cause Analysis (RCA) reports shared with customers and internal teams
Recommend and implement improvements to operational workflows through process enhancements, automation, and system refinements
Support weekend or on-call coverage as required for major incidents
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
Three to five years of experience managing major incidents in public cloud environments (AWS, Azure, or GCP preferred)
Strong analytical and problem-solving skills with the ability to make sound decisions under pressure
Exceptional written and verbal communication skills with a customer-centric approach
Proactive and self-driven, with the ability to take ownership of critical situations
Innovative thinker who can identify opportunities to improve incident communication processes
Strong leadership and collaboration skills to coordinate effectively across departments and functions
Benefits
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase