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Incident Management Specialist

Guideline, Inc.

in Remote / Austin TX / Solana Beach CA / Portland ME / San Mateo CA / CO / FL / GA / NC

Logo for Guideline, Inc.

Guideline is seeking an Incident Management Specialist. This role will report to the Director of Program Management and Enablement in the Customer Operations organization. This role is available in all locations with a strong preference for office access in Portland ME; Austin, TX; San Diego, CA; San Mateo, CA; or Atlanta, GA. 

What You Will Be Working On

You will lead end-to-end, cross-functional management of escalations and incidents across product, engineering, Customer Operations and our partnership teams to ensure we are delivering a customer experience that inspires confidence for our partners, small business owners and their employees. 

  • Define the charter, responsibilities, and processes for the newly formed Incident Escalation Team
  • Identify and/or prioritize inbound escalations and partner closely across all customer operations, product, engineering and partnerships to resolve them fully
  • Serve as primary point of contact for key executive, partner and social escalations
  • Define, measure, monitor and communicate program management plans, metrics, status, risks, roadmap and schedules at the right altitude and cadence for the audience
  • Drive a continuous improvement program to eliminate escalations and incidents through processes improvements, product improvements and business systems

What We’re Looking For

  • 3+ years experience in project management leading complex, cross-functional strategic initiatives including customer success, customer support, operations, product development and partnership in a fast-paced, rapid-growth SaaS-based portfolio/platform business
  • 2+ year experience in a customer facing role in a highly regulated industry such as in fintech, regtech, or HR-tech ideally with 401(k) industry experience
  • An accountable results-oriented cross-functional driver who works backwards from outcome to deliver results in a fast-paced environment by prioritizing scope, quality, time and resources
  • A strategic problem solver with the ability to take a bird’s eye view to ensure the puzzle pieces come together while capable of diving into the details to diagnosis roadblocks and drive decisions and execution
  • An exceptional verbal and oral communicator with the ability to articulate complex incident and projects at the right altitude for the audience
  • A collaborative, organized, confident, pragmatic, analytical influencer 

More About Guideline

At Guideline, we're helping people save for a better future. In an industry full of complicated pricing and excessive fees, we offer affordable 401(k) plans with no transaction fees.

With over 25,000 clients and 5 billion dollars in assets under management, in just a few years of operations, we're well on our way to making smart retirement planning easy for everyone.

We have raised $344M to date with top-tier investors, including our most recent $200 million dollar Series E round with General Atlantic.

Offer Package

  • Competitive Salary + Equity in the Company
  • Flexible Vacation Policy
  • 401(k) Matching
  • 100% coverage of Health / Vision / Dental
  • Generous parental leave policy

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

How to Apply

Apply Now


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