Head of Incident & Escalation | Build & Scale Ops

selectorsoftware; California (MO); On-site; USD 165,000 - 200,000; Full time

Benefits offered by this job

Health insurance

401k

Bonus potential

Discretionary PTO

Job summary

Selector AI is building a dedicated Incident & Escalation function to strengthen how we manage critical incidents and customer escalations as we scale. We are looking for an experienced leader who can define the vision, build the operating model, and drive execution.

You will bring together existing practices across NOC, SRE, Solution Engineering, Engineering, Product, Support, and Account teams and establish a consistent, scalable approach to incident and escalation management.

Qualifications

• 8–12+ years in incident management, escalation management, SRE operations, technical support escalation, or technical program management.
• Experience building or transforming an incident/escalation program, not simply operating within one.
• Strong ability to turn an ambiguous vision into process, ownership, tooling, training, and measurable outcomes.

Responsibilities

• Define the model: incident vs escalation, severity levels, entry/exit criteria, roles, decision rights, escalation paths.
• Build the process: practical workflows across NOC, SRE, Solution Eng., Engineering, Product, Support, and Account teams.
• Run the response: own the pager and participate in the Incident Commander rotation, driving ownership, actions, decisions, and communication.
• Build the IC bench: train, coach, and certify Incident Commanders to avoid single points of failure.
• Establish customer communication: cadence, executive updates, RCAs, post-incident follow-through.
• Drive accountability: every escalation has an owner, next action, and date.

Skills

Incident management

Escalation management

SRE operations

Tech program mgmt

Tools

PagerDuty

Jira

Slack

Job description

Selector AI is building a dedicated Incident & Escalation function to strengthen how we manage critical incidents and customer escalations as we scale. We are looking for an experienced leader who can define the vision, build the operating model, and drive execution.

You will bring together existing practices across NOC, SRE, Solution Engineering, Engineering, Product, Support, and Account teams and establish a consistent, scalable approach to incident and escalation management.