Technical Program Manager, Incident Management

Who are we?

Our mission is to scale intelligence to serve humanity. We’re training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.

We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers.

Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.

Join us on our mission and shape the future!

Why this role?

We’re seeking an experienced Technical Program Manager to join Cohere’s Engineering Program Management team. We need someone with curiosity, drive, independence, and leadership, who has hands-on experience managing projects for enterprise-grade software or enterprise-focused machine learning solutions.

In return, you’ll have the unique opportunity to shape Cohere’s operations, collaborate with leading minds in the LLM space. You will get a chance to create extremely high-impact contributions to our fast-growing company, product and culture.

This role is open to candidates based on the East Coast, or those who are flexible to travel.

As a Technical Program Manager, you will:

- Lead and Manage: end-to-end lifecycle of all major incidents within Cohere’s environment, ensuring effective communication, escalation, and resolution.

- Communicate: Deliver clear, timely, and objective updates across engineering, leadership, and non–technical teams for major incidents. Specifically leading all P1-P4 incidents throughout their lifecycle and ensuring the incident is managed within their respective SLAs.

- Optimize: Break down complex challenges into actionable strategies, aligning engineering with all relevant stakeholders.

- Plan: Coordinate across all engineering teams ensuring global coverage for all of Cohere’s customers.

- Assist in developing and maintaining incident playbooks for common or anticipated incident scenarios.

- Work with engineering managers to enhance monitoring capabilities and our triage process to mitigate future incidents. You will also work closely with our Security, IT, and Engineering teams to ensure resolutions are prioritized and mitigated.

- Execute: Deliver post-mortem updates after an incident with clear actions.

- Problem-solve: Proactively resolve issues, coordinate dependencies, and prioritize impacts to quality and timelines.

You may be a good fit if:

- You have 5+ years of experience as an Incident Technical/Engineering Program Manager, with technical expertise and experience, including exposure to SaaS/cloud environments.

- Strong understanding of incident management programs such as Incident.io http://Incident.io, PagerDuty, ServiceNow, Rootly, Atlassian or equivalent.

- You have hands-on experience with creating incident management programs from 0-1 and have successfully led incident management programs within enterprise-level environments.

- You’re detail-oriented, self-organized, and collaborative—excelling at note-taking, action tracking, and enabling teams.

- Strong communication skills (written and verbal), able to simplify complex issues for multiple stakeholders both internally and externally.

- You have a bias for action, balancing execution focus with diplomacy and accountability.

- You’ve shipped technical products/services across cross-functional teams (including remote/global stakeholders).

If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply!

If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply!

We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process, please submit an Accommodations Request Form https://docs.google.com/forms/d/12a6IrLdF3kI2nonKSr4tiFuz18rLQbaeYV-JM9L4o9Q/edit, and we will work together to meet your needs.

Full-Time Employees at Cohere enjoy these Perks:

🤝 An open and inclusive culture and work environment 

🧑‍💻 Work closely with a team on the cutting edge of AI research 

🍽 Weekly lunch stipend, in-office lunches & snacks

🦷 Full health and dental benefits, including a separate budget to take care of your mental health 

🐣 100% Parental Leave top-up for up to 6 months

🎨 Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement

🏙 Remote-flexible, offices in Toronto, New York, San Francisco, London and Paris, as well as a co-working stipend

✈️ 6 weeks of vacation (30 working days!)