Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
We are seeking an experienced and strategic Senior Site Reliability Engineering (SRE) Program & Compliance Manager to lead business architecture, process governance, and operational maturity initiatives supporting network and infrastructure services. This role is responsible for defining, analyzing, and optimizing the business processes, policies, controls, and lifecycle frameworks that govern infrastructure services across Plan, Build, Run, and Release functions.
The ideal candidate will bring deep expertise in infrastructure lifecycle management, SRE policy and procedures, process design, audit and compliance readiness, and documentation governance, with the ability to independently lead current-state (as-is) to future-state transformation initiatives. This role partners across engineering, operations, security, and business stakeholders to improve service reliability, strengthen governance, and drive continual service improvement.
Key Responsibilities
Business Architecture & Process Design
- Lead business process mapping, analysis, and redesign for infrastructure and reliability services, documenting as-is, identifying gaps, and designing future-state operating models.
- Define and mature business architecture principles, process standards, policies, procedures, and governance controls supporting infrastructure lifecycle management.
- Facilitate cross-functional workshops to drive consensus on process improvements, operating models, roles, and decision frameworks.
- Develop process documentation, control narratives, RACI models, workflows, and supporting artifacts to improve consistency and operational effectiveness.
Infrastructure Lifecycle Management (Plan, Build, Run, Release)
- Architect and govern business processes supporting the full lifecycle of network and infrastructure services.
- Establish lifecycle controls, process checkpoints, and release governance aligned to reliability, risk, and business objectives.
- Partner with engineering and operational teams to improve service onboarding, operational readiness, and release management processes.
- Support integration of lifecycle processes across infrastructure, service management, and reliability functions.
SRE Policy, Procedures & Continual Service Improvement
- Develop and mature policies and procedures supporting Site Reliability Engineering (SRE) practices, including service reliability governance, operational controls, and procedural standards.
- Support adoption of SRE principles, including service level indicators (SLIs), service level objectives (SLOs), error budgets, and operational performance measurements.
- Drive continual service improvement through process optimization, root cause trend analysis, and control effectiveness reviews.
- Partner with technical teams to align business processes with reliability engineering and operational excellence practices.
Audit, Risk & Compliance
- Ensure processes and controls align with internal governance requirements and external frameworks, including ISO 9001, ISO/IEC 20000, and other applicable compliance standards.
- Maintain an audit-ready posture through evidence management, control documentation, process adherence, and remediation tracking.
- Lead process control assessments, support audits, and coordinate corrective actions related to findings.
- Strengthen compliance mapping between policies, procedures, controls, and operational practices.
Leadership & Stakeholder Engagement
- Lead strategic discussions with stakeholders to evaluate current operating models and define transformation roadmaps.
- Serve as a trusted advisor to infrastructure leadership, operations, engineering, and compliance teams.
- Work independently to identify issues, develop solutions, and drive initiatives through execution with minimal oversight.
- Influence adoption of standardized practices and foster a culture of process discipline, accountability, and continuous improvement.
Qualifications
Required
- Bachelor’s degree in Business, Information Technology, Computer Science, or related field. Masters Degree Preferred
- 10+ years of experience in business architecture, infrastructure governance, IT service management, or operational process design.
- Experience supporting infrastructure lifecycle management (Plan, Build, Run, Release).
- Strong experience in business process mapping, operating model design, and as-is to future-state transformation.
- Experience developing policies, procedures, documentation standards, and governance controls.
- Knowledge of ITIL and SRE practices, including service reliability concepts and operational process maturity.
- Experience supporting audit, compliance, and control-driven environments.
- Strong facilitation, documentation, analytical, and stakeholder management skills.
- Demonstrated ability to work independently and lead complex initiatives with minimal supervision.
Preferred
- ITIL certification.
- Experience with infrastructure or platform environments (network, compute, storage, Kubernetes, cloud, or hybrid infrastructure).
- Familiarity with SLI/SLO governance, operational metrics, and reliability reporting.
- Experience with process modeling tools (e.g. Visio, BPMN, Lucidchart).
- Relevant certifications such as PMP, Lean Six Sigma, or similar.
Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
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