Senior Director of Platform Operations

| Greater Denver Area +80 more | Remote
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Summary

The Senior Director of Platform Operations will be responsible for the Workiva incident management process, ensuring resolution of critical incidents within Workiva’s platform and permanent solutions through root cause analysis. This role will provide operational support and help develop and execute a strategy to optimize the investigation, communication, containment, and remediation of critical incidents. This role will also work to develop, and then lead large, pre-planned, projects to assure that Workiva Platform Operations department improves the reliability, quality, and availability of Workiva’s platform as a whole. The Senior Director of Platform Operations regularly works with operational and executive leadership and must be able to operate and communicate effectively with technical and non-technical audiences. A successful candidate will have previous experience in delivering support or incident management in a global customer base during critical incidents. The scope of this work is very broad. The team member will encounter a variety of challenges, and work with a variety of both technical and non-technical teams, creating broad opportunities to learn and develop new skills, whether you are starting out or have extensive operational experience.

Responsibilities

  • Program management of Incident Management Process at Workiva.
  • Leading incident response including cross-team collaboration and management for the successful response to high severity incidents, including executive, internal, and external communication channels.
  • Recommend appropriate remediation, mitigating, or preventative action items based on findings from incidents and investigations.
  • Creating, communicating, and executing the incident response strategy and actions for individual incidents and incident practices as a whole with an eye to continuous improvement.
  • Track longer term remediation items identified from incidents and ensure they are followed through to completion.
  • Work across teams to identify and enhance our Incident Response processes, tooling, and documentation.
  • Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company’s incident response process.
  • Ensuring execution of the incident resolution process, with transparent communication that drives very high levels of customer satisfaction.
  • Determine key metrics for evaluating on the health and efficiency of the Incident Response process.
  • Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution.
  • Rotating on-call work is required.

What You'll Need

Education

  • Undergraduate Degree or equivalent combination of education and experience in a related field.

Experience
  • 10+ years experience in the Information Security, Information Technology, or Software Development fields, with experience working in software development preferred, including operational security monitoring or incident response experience.
  • 5+ years managing, coordinating, and ensuring resolution of security or software issues
  • Prior experience in a 24x7x365 operations environment.
  • Experience leading and responding to complex critical incidents security, availability, or customer experience incidents.
  • Knowledge of key program management tools and methodologies (e.g. Jira, Smartsheet, Agile/Scrum practices, etc.)

 

Skills
  • Familiarity with key regulations and standards relating to security incident response (e.g., PCI-DSS, GDPR, ISO 27001)
  • Ability to stand back from a complex problem, logically assess the facts, and formulate a plan of action.
  • Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment
  • Must have strong verbal and written communication skills; ability to communicate effectively and clearly to both technical and non-technical staff.
  • Excellent customer relations skills with experience working with teams across multiple time zones.
  • Strong teamwork skills with the ability to build and grow relationships with incident response stakeholders.
  • Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.

 

Travel Requirements
  • Minimal travel

 

Working Conditions & Physical Requirements
  • Reliable internet access for any period of time working remotely, not in a Workiva office.

How You'll Be Rewarded:

  • Base Pay Range in Colorado: $177,000 - $223,000
  • A discretionary bonus typically paid annually
  • Restricted Stock Units granted at time of hire

The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

Where You’ll Work

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

  • Customer Success: Always delight our customers.
  • Trust: Rely on each other. 
  • Integrity: Do the right thing, every time. 
  • Collaboration: Share resources and work together. 
  • Innovation: Keep creating solutions and finding better ways. 
  • Inclusion: Support a diverse community where we all belong. 
  • Accountability: Be responsible for your success and failure.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.

At Workiva, you’ll enjoy: 

  • Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
  • Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
  • Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) Volunteering, Company wide celebrations, and more
  • Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.

     

Learn more: https://www.linkedin.com/showcase/workiva-life-and-careers/

Learn more: https://www.workiva.com/careers/benefits

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].

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Candidate Location Eligibility:
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Palm Bay-Melbourne-Titusville
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Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • DartLanguages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • Salesforce ApexLanguages
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • DockerFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • BigQueryDatabases
    • CassandraDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • MySQLDatabases
    • RedisDatabases
    • Graph DatabaseDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google CloudServices
    • Google AnalyticsAnalytics
    • JIRAManagement
    • DrupalCMS
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Workiva

What's something quirky about your company?

I love being at a company that not only encourages quirky culture, but also celebrates it! Whether it be taking a day off from work for my birthday, our Annual Giving Campaign Pie Toss, or Maker’s Challenge (a team-based competition) Workiva offers me so many unique opportunities to bring my authentic and best self to work.

Kent

Senior Software Engineer

How do you collaborate with other teams in the company?

Solution Engineers collaborate with many teams to ensure the success of deals. We work with sales to drive discovery and demos, marketing on messaging and documentation relevant to the industry today, product to bring context to functionality requests, and services and customer support to ensure the post sales satisfaction of our customers.

Tayla

Manager of Solution Engineering

How has your career grown since starting at the company?

Workiva was my second job in tech and I came in at an entry level position. Over the last 10+ years, my career has grown beyond anything I could have imagined. After a lot of hard work, building strong relationships, a ton of learning, and advocating for the greater good at Workiva every day, I now lead the functional area I started in.”

Amanda

Vice President, Head of R&D PMO

How do you make yourself accessible to the rest of the team?

I want employees to feel comfortable to express themselves and reach out to me directly to share their perspective at any time. Aside from Q&A at our regular all-company meetings, our “Ask an Exec” forum is an easy way to submit questions. And my inbox is always open – I appreciate hearing from employees about what matters most to them.

Julie

CEO

How would you describe the company’s work-life balance?

Workiva offers a remarkable work-life blend, embracing personal needs with flexible schedules. Whether for school drop-offs, vet visits, or designated volunteer time-off, this trust-driven culture is felt throughout the organization. This allows employees to create their most productive environment and in turn deliver the best results.

Molly

Senior Corporate Programs Manager

What are Workiva Perks + Benefits

Workiva Benefits Overview

Workiva offers competitive health and wellness benefits and perks, including a medical plan that offers paid premiums for employees, generous PTO and paid time to volunteer in the community. We have a flexible and casual work environment that also offers 12 weeks of paid parental leave, the ability to work remotely, and to be able to bring your dog to work with you in some of our office locations.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Day off for your birthday
Employee awards
Flexible work schedule
Remote work program
"Work Where You Work Best" - whether that’s in or out of our offices. 🌍
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have seven employee resource groups that are formed around a shared interest or common goal. These groups are designed to support their members and cultivate a more diverse & inclusive workspace.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 12 weeks of parental leave for the primary caretaker. Workiva also provides 12 weeks of leave for the secondary caretaker.
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Flexible time off
Bereavement leave benefits
Hardship benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Home-office stipend for remote employees
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Workiva offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Promote from within
Continuing education available during work hours

Additional Perks + Benefits

When you join Workiva, you get a world-class benefits package for you and your family. On day one, every full-time employee starts with company stock, vacation, and the opportunity to enroll in our discounted stock purchase plan. We offer comprehensive health, dental, and vision care plans; life and disability insurance; and 12 weeks of paid parental leave and return-to-work post parental leave program. We allow employees to work where they work best, whether that's remotely or in one of our office locations.

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