Customer Assurance Program Manager (RapidScale)

Responsibilities

• Own and operate the CAP portfolio, including intake, prioritization, and ongoing risk review for watchlist and strategic accounts.
• Serve as the senior technical authority for CAP, independently evaluating engineering recommendations, validating root cause findings, and ensuring remediation plans fully address both immediate failures and underlying systemic risk.
• Apply strong technical judgment across cloud infrastructure, virtualization, networking, security, and platform operations to assess risk severity, blast radius, failure domains, and root cause.
• Conduct deep technical reviews of major incidents, recurring service disruptions, architectural risks, and operational trends to identify patterns and prevent future customer impact.
• Evaluate architectural decisions, platform dependencies, operational readiness, and infrastructure design risks to proactively identify vulnerabilities before they impact customers.
• Establish and monitor early-warning indicators across incidents, change failure rates, capacity utilization, backlog health, SLA/SLO performance, operational maturity, and security posture.
• Lead structured internal and customer-facing reviews focused on environment health, incident trends, architectural risk, and remediation progress.
• Serve as a senior escalation and operational leader for complex P1/P2 incidents; ensure root cause analysis drives verified corrective and preventive actions.
• Challenge technical assumptions and facilitate cross-functional discussions among Cloud Engineering, Infrastructure, Networking, Security, and Operations teams to drive effective risk mitigation.
• Provide concise risk summaries, heatmaps, and executive-ready communications for leadership reviews, QBRs, escalations, and strategic customer discussions.
• Partner on tooling and data initiatives (Power BI, Salesforce, ServiceNow, operational dashboards) to improve visibility into operational health, reliability, and risk trends.
• Lead, mentor, and develop CAP resources and incident leaders, establishing standards for technical rigor, operational excellence, customer engagement, and accountability.
• Standardize incident management practices and elevate the quality of incident response, problem management, root cause analysis, and post-incident reviews across the organization.

Requirements

• Technically respected by engineers and architects, with the ability to lead detailed technical discussions while translating risk and business impact to executive audiences.
• Technically credible leader with strong systems thinking, pattern recognition, and operational risk management capabilities.
• Confident in customer-facing and executive-level operational discussions.
• Calm and decisive under pressure with a bias for action, ownership, and follow-through.
• Effective people leader who develops technical talent while maintaining high standards of accountability and execution.
• Data-driven commun

Benefits

Additional Information

Company Cox Communications, Inc. Job Family Group Engineering / Product Development Job Profile Manager, Cloud Support Management Level Manager - People Leader Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % Yes, 5% of the time Work Shift Day

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