Customer Incident & Communications Manager

Who We Are 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. 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. In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for: Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others. Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others. Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude. Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.” Qualifications 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 Experience supporting incident response or service disruptions is a plus #LI-Hybrid #LI-KC2 The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $119,900.00 per year. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location. For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks. Diversity At Justworks Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers. We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience. Our DEIB Report