Customer Assurance Program Manager (RapidScale)
Cox Enterprises•Raleigh, NC
•Hybrid
About The Position
The Customer Assurance Program (CAP) Manager leads RapidScale’s proactive, risk‑based assurance program across private and public cloud managed services. This role is a technical authority, customer‑facing leader, and people manager, responsible for identifying and mitigating systemic risk for high‑value and strategically important customers. The CAP Manager translates complex technical signals into clear action, leads executive‑level operational governance, and develops CAP and incident leadership capability to improve service stability, prevent recurrence, and strengthen customer trust.
Requirements
- Bachelor’s degree and 6+ years of experience in cloud, infrastructure, or managed services environments (or equivalent experience such as Master's degree and 4 years of experience).
- 2+ years in a management or senior technical lead role.
- 2+ years leading P1/P2 major incidents or executive escalations.
- Demonstrated technical depth in hybrid cloud, virtualization, networking, security, or managed services.
- Strong experience with Incident, Major Incident, and Problem Management.
Nice To Haves
- MSP or enterprise hybrid‑cloud operations experience.
- Familiarity with ITIL v4 and SRE concepts.
- Experience with Salesforce and/or ServiceNow.
- Exposure to Power BI or operational dashboards.
- Prior experience as a Senior Engineer, SRE, or Operations Manager.
Responsibilities
- Own and operate the CAP portfolio, including intake, prioritization, and ongoing risk review for watchlist and strategic accounts.
- Serve as a technical authority for CAP, challenging engineering assumptions and validating that remediation plans fully address root cause and systemic risk.
- Apply strong technical judgment across cloud infrastructure, virtualization, networking, and security to assess risk severity, blast radius, and root cause.
- Establish and monitor early‑warning indicators across incidents, change failure rate, capacity, backlog health, SLA/SLO drift, and security posture.
- Lead structured internal and customer‑facing reviews focused on environment health, incident trends, architectural risk, and remediation plans.
- Serve as a senior escalation and operational leader for complex P1/P2 incidents; ensure RCAs drive verified corrective and preventive actions.
- Provide concise risk summaries, heatmaps, and executive‑ready communications for leadership, QBRs, and escalations.
- Partner on tooling and data (Power BI, Salesforce → ServiceNow) to improve visibility into operational health and reliability.
- Lead, mentor, and develop CAP resources and incident leaders, setting standards for technical rigor, customer presence, and accountability.
- Standardize incident management practices and raise overall incident and PIR quality across the organization.
Benefits
- Flexible vacation with pay
- Seven paid holidays
- Up to 160 hours of paid wellness annually
- Bereavement leave
- Time off to vote
- Jury duty leave
- Volunteer time off
- Military leave
- Parental leave
- Health care insurance (medical, dental, vision)
- Retirement planning (401(k))
- Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
