Customer Assurance Program Manager (RapidScale)

Cox Communications • Raleigh, NC

2d • Hybrid

About The Position

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies. 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 deeply technical authority, customer-facing leader, and people manager responsible for identifying, assessing, and mitigating systemic risk across complex customer environments. The CAP Manager serves as a senior technical leader within Cloud Support and must possess the technical credibility to challenge engineering assumptions, validate root cause analysis, and evaluate remediation strategies across cloud infrastructure, virtualization, networking, security, and managed service operations. This individual 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, managed services, platform operations, or related technical environments. The right candidate could also have a different combination, such as a master's degree and 4 years’ experience; or 10 years’ experience in a related field.
• 1+ years in a management role or senior technical leadership position.
• 2+ years leading P1/P2 major incidents, executive escalations, or enterprise operational recovery efforts.
• Demonstrated hands-on technical expertise in cloud infrastructure, virtualization, networking, security, platform operations, or site reliability engineering, with the ability to independently assess engineering decisions and challenge technical recommendations.
• Strong experience with Incident Management, Major Incident Management, Problem Management, and Root Cause Analysis methodologies.
• Experience evaluating operational risk, technical dependencies, architectural weaknesses, and systemic service issues within complex technology environments.

Nice To Haves

• MSP or enterprise hybrid-cloud operations experience.
• Familiarity with ITIL v4, Site Reliability Engineering (SRE), operational resilience, and service assurance concepts.
• Experience with Salesforce, ServiceNow, operational monitoring platforms, and incident management tooling.
• Experience leveraging Power BI or operational dashboards to identify trends and support data-driven decision making.
• Prior experience as a Cloud Engineer, Senior Engineer, Principal Engineer, Infrastructure Architect, Site Reliability Engineer (SRE), Technical Operations Manager, Cloud Support Manager, or similar technical leadership role.
• Experience supporting enterprise cloud environments across AWS, Azure, VMware, networking, storage, and security domains.

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.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and 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).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager