The Hypercare Program Lead is a newly created, strategic role at the heart of our hosting transformation. As we scale our initiative to migrate clients to our hosting facility and prepare for the JCM rewrite launch later this year, the experience clients have immediately after migration has become the single biggest driver of long-term confidence in our hosting platform.
Hypercare is the bridge between “the migration is done” and “the client is genuinely successful.” Today, that bridge is held together by goodwill, late nights, and individual heroics. This role exists to change that, to turn Hypercare into a deliberate, measurable, repeatable program that resolves the client, not just the ticket.
Salary Range for this role will between $60,000 - $70,000
The Hypercare Program Lead will own the end-to-end Hypercare experience: defining what “good” looks like, instrumenting it, leading the cross-functional response when clients hit friction, and feeding insights back into our Migration Runbook, and Product practices so issues don’t recur. This is a role for someone who is equal parts operator, coach, escalation manager, and pattern-spotter, someone who can stay calm under client pressure while also stepping back to ask, “Why does this keep happening, and how do we kill it at the root?”
It’s a high-visibility role. You will work directly with the VP of IT & Security, partner closely with CloudOps, CloudAps, Migration, PS, Product, and Sales, and present regularly to the cross-functional Hosting Committee.