Cox Communications, Inc.
CustomerAssuranceProgramManager(RapidScale)
“Customer Assurance Program Manager (RapidScale) at Cox Communications, Inc.. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Own and operate the CAP portfolio, including intake, prioritization, and ongoing risk review for watchlist and strategic accounts.. Serve as a technical authority for CAP, challenging engineering assumptions and validating that remediation plans fully address root caus”
What You'll Achieve.
improve service stability; prevent recurrence; strengthen customer trust; improve visibility into operational health and reliability; raise overall incident and PIR quality across the organization
Industry & Context.
risk-based assurance program; identifying and mitigating systemic risk; translates complex technical signals into clear action; root cause analysis; prevent recurrence; systems thinking; pattern recognition
Travel %: Yes, 15% of the time, Must currently be authorized to work in the United States for any employer without current or future sponsorship., No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
What They're Looking For.
Must Have
Bachelor's degree and 6+ years of experience in cloud, infrastructure, or managed services environments (or equivalent experience such as Master's degree and 4 years of experience), 2+ years in a management or senior technical lead role, 2+ years leading P1/P2 major incidents or executive escalations, Demonstrated technical depth in hybrid cloud, virtualization, networking, security, or managed services, experience with Incident, Major Incident, and Problem Management
Nice to Have
MSP or enterprise hybrid-cloud operations experience, Familiarity with ITIL v4 and SRE concepts, Experience with Salesforce and/or ServiceNow, Exposure to Power BI or operational dashboards, Prior experience as a Senior Engineer, SRE, or Operations Manager
What You'll Do.
Own and operate the CAP portfolio
and ongoing risk review for watchlist and strategic accounts.
Serve as a technical authority for CAP
challenging engineering assumptions and validating that remediation plans fully address root cause and systemic risk
Apply technical judgment across cloud infrastructure
and security to assess risk severity
Establish and monitor early-warning indicators across incidents
and security posture.
Lead structured internal and customer-facing reviews focused on environment health
and remediation plans.
Serve as a senior escalation and operational leader for complex P1/P2 ensure RCAs drive verified corrective and preventive actions.
Provide concise risk summaries
and executive-ready communications for leadership
Partner on tooling and data (Power BI
Salesforce → ServiceNow) to improve visibility into operational health and reliability.
and develop CAP resources and incident leaders
setting standards for technical rigor
Standardize incident management practices and raise overall incident and PIR quality across the organization.
How You'll Work.
Team & Collaboration
cross-functional coordination; customer-facing leader; partner on tooling and data; lead, mentor, and develop CAP resources and incident leaders
Communication Scope
customer-facing leader; executive-level operational governance; clear action; concise risk summaries; executive-ready communications; data-driven communicator; turns operational detail into clear outcomes
Process & Methodology
process management, resource planning
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