Situation Management Senior Manager

We are looking for an experienced Situation Management Senior Manager to own critical customer situations end-to-end. This role is the single point of accountability for complex customer issues, partnering with customers, executives, Product, Engineering, Support, QA, Delivery, and Solution Architecture to accelerate resolution, protect strategic accounts, restore customer confidence, and drive long-term prevention.

What You’ll Do:

• Own critical incidents and customer recovery end-to-end, from severity assessment through resolution and closure.
• Drive executive communication — one consolidated, accurate story for customers and executives.
• Define and manage the situation: severity, action plan, timeline, owners, risks, dependencies, and closure decision.
• Lead Sev1/Sev2 war rooms and mobilize any required specialist without prior approval to accelerate resolution.
• Protect strategic accounts by accelerating issue resolution, managing business risk, and maintaining customer confidence.
• Lead de-escalation, managing customer emotion, expectations, communication, and trust repair.
• Ensure accountability across teams, including senior engineers and executives, and drive committed actions to completion.
• Facilitate decisions and break organizational deadlocks when teams cannot reach agreement.
• Drive root-cause analysis tracking, blameless post-mortems, corrective/preventive actions, and recurrence tracking.
• Identify systemic issues and ensure root causes result in sustainable fixes rather than temporary resolution.
• Improve the escalation process through severity criteria, runbooks, training, governance, and operational metrics.
• Track key metrics including resolution timelines, customer impact, recurrence, preventive-action completion, and customer sentiment.
• Provide technical and consultative guidance on complex SaaS, APIs, integrations, SSO, SFTP, data flows, and enterprise solutions.
• Partner with Product, Engineering, Support, QA, Delivery, and Solution Architecture to drive sustainable customer outcomes.
• Manage multiple concurrent customer situations while maintaining urgency, clarity, and executive visibility.

What We’re Looking For:

• 8–15 years of experience in enterprise support, incident management, technical account management, solution architecture, implementation, or related areas.
• 2+ years of experience managing critical customer escalations, major incidents, or Sev1/Sev2 situations.
• Proven experience leading cross-functional war rooms and customer recovery.
• Strong executive communication, stakeholder management, influencing, negotiation, and decision-making skills.
• Strong understanding of SaaS, cloud, APIs, integrations, microservices, SSO/SFTP, and enterprise technology.
• Proven ability to perform root-cause analysis and drive corrective and preventive actions.
• Strong customer focus with the ability to manage pressure, ambiguity, conflict, and competing priorities.
• Ability to communicate complex technical issues clearly to both technical and non-technical stakeholders.
• Experience working with global customers and distributed teams.
• Exposure to AI/ML and HR/Talent technology is a plus.
• Bachelor's degree in Technology, Computer Science, Engineering, or a related field.

Why Join This Team:

This role offers the opportunity to own Phenom's most critical customer situations, directly influence customer confidence and strategic account outcomes, and build a stronger Situation Management operating model.

You will not only resolve incidents — you will help prevent recurrence, improve escalation readiness, strengthen accountability, and turn critical situations into lasting customer and business outcomes.

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