Powerfront Inc. (www.powerfront.com) is an international SaaS provider and the creator of the INSIDE™ Customer Visual Engagement Platform. For the first time, retailers can view their online store or website LIVE in real-time; track customers’ behavior, and interact when it matters the most. Our Portfolio includes leading brands such as Gucci, Valentino, Staples, Rooms To Go, Sephora, etc.

We are a dedicated, passionate, and close-knit team with technology running through our veins. Powerfront is a strategic technology partner that transforms the way companies run their customer engagement strategies. A career at Powerfront is exciting, challenging, and rewarding.

We are looking for a highly motivated game-changer to lead our Incident Management Process. This dynamic self-starter is someone who:

• Is innovative and analytical with a drive to make the best use of available resources to get things done.
• Has previous experience with full life cycle incident management.
• Is detail-oriented and has a drive for quality and accuracy of results.
• Is a dynamic communicator with considerable interpersonal skills, who has strong deductive reasoning capabilities.

Key Responsibilities

• • Identify and/or prioritize inbound escalations and partner closely with client operations, product development, QA testers, and other team members to resolve them.
  • Serve as the primary point of contact for client-based escalations.
  • Drive a continuous improvement program to reduce escalations and incidents through processes improvements, product improvements, and business systems.
  • Manage escalated incidents, ensuring proper handoffs and prompt updates through the full incident life cycle.
  • Work with the development team and other managers to create an action plan for issue remediation during incident investigation.
  • Respond to critical monitoring alerts and initiate an investigation and root cause analysis.
  • Provide communications for major incidents to ensure clear and timely updates to Client Success teams and internal/external stakeholders.
  • Identify, initiate, schedule, and conduct incident reviews, especially following major incidents.
  • Create knowledge with repeatable procedures with the goal of reducing the number of Incidents.
  • Ensure the closure of all resolved and end-user confirmed Incident records.
  • Refine and evolve the Incident Management Process as client needs evolve and the business landscape changes over time, to ensure ongoing management and adherence to the expected service levels.
  • Promote and reinforce adherence to the process and policies associated with Incident Management.

Key Requirements

• • Bachelor’s degree
  • 5+ years experience in project or incident management leading complex, strategic initiatives across customer success, customer support, operations, product development and partnership preferably in a rapid-growth SaaS-based portfolio / platform business.
  • Experience working with complex IT systems, software, and SaaS technologies.
  • An accountable cross-functional driver who works backwards from outcome to deliver timely results by prioritizing scope, quality, time and resources.
  • An ability to take a bird's eye view to ensure the puzzle pieces come together while capable of diving into the details to diagnose roadblocks and drive decisions and execution.
  • An ability to communicate complex incidents and projects at the right level for the audience.
  • Exceptional troubleshooting and problem-solving skills.
  • Excellent written and oral communication/presentation skills.
  • Works well in a fast-paced environment and can quickly switch priorities as business needs change.
  • Excellent attention to detail and motivated to double check work.
  • Must possess a high degree of integrity and trust along with the ability to work independently.
  • Ability to prioritize and manage multiple priorities.

Summary of Benefits

• • A dynamic & forward-thinking organization revolutionizing retail technology
  • A virtual workforce, remote but highly interactive and collaborative
  • Competitive salary and benefits
  • Be a part of an amazing culture with a high client and staff retention
  • Take pride in partnering with the most prestigious brands in the world
  • Career progression and longevity

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

Powerfront provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.