Senior People Operations Specialist resolving complex HR operations inquiries at Sun Life, a financial security and health company. Managing HR data, compliance, reporting, process improvements, and cross - functional projects.
About the role
- Director leading Calix’s customer advocacy and enterprise incident management organization. Protecting broadband-provider operations through incident command, escalations, recovery, and crisis readiness.
Responsibilities
- Lead the newly unified advocacy organization focused on customer success
- Oversee enterprise incident command, executive escalations, critical account recovery, customer action plans, and operational governance
- Own enterprise incident management processes and governance and lead Incident Managers
- Serve as enterprise incident command for product, platform, cybersecurity, facilities, business continuity, third-party, and supply-chain incidents
- Activate and quarterback incident bridges, assign incident roles, drive decisions, actions, and closure
- Maintain on-call rosters, escalation trees, activation models, command structures, contact trees, bridge infrastructure, and incident tooling
- Establish unified severity taxonomies, response frameworks, communication standards, and executive reporting
- Coordinate customer-facing incident communications with Corporate Communications, Legal, and Support
- Lead post-incident reviews and corrective action plans
- Manage executive-level customer escalations through resolution as the single operational owner
- Develop playbooks, workflows, operating rhythms, reporting, and continuous improvement initiatives
- Run annual tabletop exercises and simulations and convert findings into readiness improvements
- Interface with crisis management teams and executive staff during high-severity events
- Partner cross-functionally with Customer Success, Support, Product, Engineering, Sales, Renewal, Security, IT, Services, Legal, Facilities, and Communications
- Influence prioritization of systemic customer-impacting issues and escalate organizational barriers
Requirements
- 10+ years of experience in Customer Success, Support, Customer Operations, Incident Management, Escalations, or related customer-facing functions
- 5+ years leading managers and building high-performing teams in a SaaS, technology, telecommunications, or subscription business environment
- Proven success leading executive escalations, major incidents, customer recovery programs, and cross-functional operational teams
- Experience building scalable operating models, governance frameworks, KPIs, and executive reporting
- Demonstrated ability to hire, coach, develop, and retain leaders while building succession plans and leadership bench strength
- Strong executive presence with the ability to influence Product, Engineering, Sales, Success, and Support leaders
- Ability to balance customer advocacy, employee development, and business outcomes in high-pressure environments
- Experience with Salesforce, customer success platforms, service management tools, and operational analytics preferred
- Track record of improving organizational performance, employee engagement, customer satisfaction, and operational excellence
Benefits
- Bonus eligibility
- Employee benefits package (details provided via benefits link)
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