Director, Advocacy Operations & Enterprise Incident Management

Calix is a cloud and software platform company focused on enabling broadband service providers of all sizes to simplify operations, excite subscribers, and grow value.

Our mission is to connect everyone and everything by building the cloud and software platforms, systems, and services required to deliver the ultimate subscriber experience. We are committed to innovation, customer success, and creating a culture where every team member can thrive.

Our team is growing, and we're looking for a Director, Advocacy Operations & Enterprise Incident Management to lead a newly unified advocacy organization with a single mandate: making our customers successful, both directly and through the partners who serve them.

The Director of Advocacy Operations & Enterprise Incident Management leads the organization responsible for protecting customer experience and business operations during periods of operational risk or disruption.

This leader oversees the teams responsible for enterprise incident command, executive escalations, critical account recovery, customer action plans, and operational governance.

The remit spans all classes of incident: product and platform outages, cyber security events, physical site and facilities emergencies, business continuity disruptions, and third-party or supply-chain failures.

The role establishes the operating model, develops leadership talent, and drives cross-functional accountability across Success, Support, Product, Engineering, Security, IT, Services, Legal, Facilities, Corporate Communications, and Sales to ensure customer and business issues are resolved quickly and systemic problems are eliminated.

The Director shall develop a team of managers, program leaders, and operational specialists responsible for creating a high-performance culture focused on customer advocacy, operational rigor, accountability, and continuous improvement.

Key Responsibilities

Incident Management Own enterprise incident management processes and governance and lead