Business Communication Manager Lead

Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

We’re looking for a Leader of Business Communications to join our ever-evolving Major Incident Management team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

Our team is adding an Incident Communications function to our Global Command Center. This is a chance to build and shape a new organization to assist our Engineering and Business teams. This role would also encompass the engagement of our business leadership teams. 

What you’ll own

The Leader of Business Communications is responsible for overseeing the communication efforts during technical incidents, ensuring timely and accurate updates to both internal and external stakeholders. This role requires a strong understanding of IT infrastructure, incident management processes, and communication strategies. The leader will guide a team of analysts to manage communications during system outages, network issues, and other technical incidents, ensuring stakeholders are kept informed, updates are provided promptly, and the communication aligns with company policies and standards. 

Incident Communication Management: 

• Lead and coordinate communication efforts during technical incidents, ensuring stakeholders are informed of the incident status, impacts, and recovery efforts. 

• Work closely with the incident management team to understand the technical aspects of the incidents and translate them into clear, non-technical communications. 

• Develop and maintain communication templates for various incident scenarios, including service outages, performance degradation, security breaches, and recovery efforts. 

Team Leadership & Development: 

• Manage and mentor a team of technical incident communications analysts, fostering a collaborative environment that ensures effective communication processes. 

• Provide training and guidance to the team on best practices in technical communications, ensuring clarity, accuracy, and timeliness. 

• Develop performance metrics for the communications team to ensure consistent and effective communication during incidents. 

Stakeholder Engagement: 

• Act as the primary point of contact for communication-related issues during technical incidents for stakeholders, including customers, internal teams, and senior management. 

• Ensure communication aligns with the expectations of both technical and non-technical audiences, adjusting messaging based on audience needs. 

• Collaborate with customer support, IT operations, and public relations teams to ensure coordinated communications across the organization. 

Post-Incident Reporting: 

• Lead post-incident reviews focusing on the effectiveness of communications and identifying areas for improvement. 

• Develop post-incident reports that summarize incident timelines, communication actions, and overall effectiveness. 

• Implement lessons learned from incidents into communication processes to improve future incident responses. 

Crisis Communication Strategy: 

• Develop and refine the technical incident communication strategy, ensuring the company is prepared for major outages or crises. 

• Stay updated on industry best practices and trends in incident communications to ensure the team adopts innovative approaches to stakeholder engagement. 

Where you’ll own it

While we’re a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person in one of our hubs or remotely in the US anywhere.

What you bring

Required Qualifications: