The Role

• Lead the internal production support team charged with triaging and managing incidents and requests raised by users of our applications.
• Govern and maintain internal incident management process.
• Create reporting on the health of production systems and the overall incident management process.
• Work directly with stakeholders of the Incident Management process for continuous improvement.
• Track production-level service level agreements for service availability as well as response/resolution times for production incidents.
• Identify new technologies and tools to aid or improve the production support and incident management process.
• Participate in the development of the overall Platform Operations strategic roadmap.

About You

• Bachelor's Degree in relevant field (Computer Science, Business Management) or equivalent experience managing a production support team or crisis management program
• 8+ years experience managing a production support team for B2C products
• 8+ years experience leading an incident response or crisis management program, including executive facing communications
• Experience managing a remote team supporting multiple sites across the country
• Experience managing cross-organizational projects and workstreams
• Experience in process management including document creation and status tracking
• Ability to gather business insights from stakeholders for the purposes of continuous improvement
• Strong written communication skills

Bonus Points

• Knowledge of the Atlassian service desk suite
• Experience working with StatusPage.io
• Experience in the Insurance industry

Salary: $190,000 - $260,000

• Important note: all offered salaries are based on many factors, including experience in a similar role and geographic location of the candidate.

Additional Details:

• Benefits: We provide a wide variety of health, wellness and other benefits.These include medical, dental, vision, life insurance and supplemental income plans for you and your dependents, a Headspace app subscription, monthly wellness allowance and a 401(k) Plan with a company match.
• Work from Home Equipment: Given our virtual environment— in order to set you up for success at home, a one-time payment of $2K will be provided to cover the purchase of in-home office equipment and furniture at your discretion. Also, our teams work with MacBook Pros, which we will deliver to you fully provisioned prior to your first day.
• Paid Time Off: All employees accrue four weeks of PTO in their first year of employment. New parents receive eight weeks of fully paid parental leave (plus four additional weeks for parents who give birth) which may be taken within one year after the birth and/or adoption of a child.
• Personal and Professional Development: We're committed to investing in and helping our people grow personally and professionally. All employees receive up to $5000 each year for professional learning, continuing education and career development. All team members also receive Udemy subscriptions and access to multiple different coaching opportunities through BetterUp.
• Location: We are a remote-first company for most positions so you may work from anywhere you like in the U.S, excluding U.S. territories. Occasional travel may be required for team meetings or company gatherings. Employees based in the San Francisco Bay Area or in Providence, Rhode Island may commute to one of our local offices as desired.
• Hours: We maintain core meeting hours from 9AM - 3PM Pacific time for collaborating with team members across all time zones.

BlueOwl, LLC is an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

If you are a San Francisco resident, please read the City and County of San Francisco's Fair Chance Ordinance notice. https://sfgov.org/olse/sites/default/files/FCO%20poster2020.pdf

This role is employed by BlueOwl, LLC. BlueOwl, LLC is a separate company in the State Farm family of companies and is the solutions provider for the HiRoad Assurance Company.

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