Customer Incident & Communications Manager

Justworks•New York, NY

7d•$109,000 - $119,900•Hybrid

About The Position

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you’ll fit right in. Who You Are The Incident Communications & Enablement Manager owns how Justworks communicates with customers during high-impact moments; including incidents, outages, and other sensitive issues. This role is responsible for building and leading a scalable incident communications strategy that ensures our messaging is clear, timely, empathetic, and consistent. You’ll partner closely with Customer Success, Product,Legal, and other cross-functional teams to align on messaging and enable our customer-facing teams to communicate with confidence. This is a strategic and hands-on role: you’ll design frameworks and governance models while also drafting and delivering communications during live situations.

Requirements

4–6 years of experience in customer communications, customer experience, enablement, or related fields
Curiosity-first mindset with a drive to continuously improve how we communicate, operate, and support customers. Always asking how we can make complex moments clearer and more human.
Demonstrated experience building communication frameworks, workflows, or playbooks
Exceptional written communication skills, especially in high-stakes or time-sensitive environments
Strong cross-functional collaboration skills
Systems thinking mindset with the ability to balance strategy and execution