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.

Your Success Profile

What You Will Work On

Lead Incident Communication Strategy

• Develop and own the framework for how we communicate during customer-impacting events
• Establish clear standards for messaging, tone, timing, and transparency
• Ensure consistent, trusted communication across channels

Drive Messaging & Execution

• Own end to end execution of customer facing communications during incidents and service disruptions
• Create scalable templates, FAQs, and messaging resources
• Partner cross-functionally to ensure accuracy and alignment

Enable Customer-Facing Teams

• Equip Customer Success and Support teams with the tools and guidance needed to communicate effectively
• Build systems that support both scaled updates and personalized outreach
• Contribute to incident retrospectives to continuously improve communication practices

Serve as a Cross-Functional Partner

• Act as the communications lead within incident response efforts
• Collaborate closely with Product, Risk, Legal, QA, and Data teams
• Advise CSO leadership on customer sentiment and communication strategy during high-impact moments

How You Will Do Your Work

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

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