Incident Manager
Who We Are:
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.
We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:
- Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
- Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
- Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.
Job Summary
We are seeking a highly skilled Incident Manager to own the end-to-end incident management process across our technology and operational ecosystems. This role is a unique opportunity to protect the reliability of critical systems—like Claims and integrations—that our patients and pharmacy partners rely on every day. As an Incident Manager, you will bring order to chaos, lead cross-functional teams through high-pressure situations, and drive the systemic changes needed to prevent future disruptions.
What you will do:
- Incident Response & Resolution
- Command high-severity incident bridges, directing cross-functional teams (Engineering, Plan Operations, Customer Success) toward rapid identification and mitigation of issues.
- Act as the central point of contact during crises, ensuring that triage efforts remain focused, efficient, and aligned with SLAs.
- Cross-Functional Collaboration & Communication
- Partner with stakeholders and senior leadership to provide timely, transparent, and accurate communication regarding business impact, resolution status, and recovery times.
- Act as the primary representative of the incident response team to internal business units, translating deeply technical concepts into clear business updates.
- Root Cause Analysis & Prevention
- Lead comprehensive blameless Post-Mortem and Root Cause Analysis (RCA) investigations to uncover underlying system or operational deficiencies.
- Partner with Product and Engineering managers to translate RCA findings into actionable, prioritized roadmap items that mitigate long-term technical risks.
- Process Improvement & Operational Excellence
- Continuously mature SmithRx’s incident management frameworks, on-call workflows, and alerting protocols.
- Establish and maintain best practices for incident documentation, tracking metrics (e.g., MTTA, MTTR), and running tabletop exercises to prepare teams for future events.
What you will bring to SmithRx:
- 5+ years of experience in technical incident management, site reliability engineering (SRE), or IT operations, ideally within a fast-paced, highly-regulated SaaS or healthcare environment.
- A proven track record of delivering results in ambiguous, high-pressure situations while keeping teams focused and calm.
- Deep understanding of modern incident management protocols, ITIL frameworks, and tools (e.g., PagerDuty, Jira, Datadog).
- Exceptional written and verbal communication skills, including the ability to write strategic documentation (e.g., incident reports, executive summaries, process proposals).
- Demonstrated ability to influence overlapping business and technology areas without direct authority to reduce inefficiencies and improve platform reliability.
- Alignment with our core values: Courage to Transform, Operate with Integrity, and Together We Succeed.
Preferred Qualifications:
- Familiarity with domain-driven design and cloud-native architecture.
- Experience in the healthcare, pharmacy benefit management (PBM), or health-tech industry.
- Proven ability to work with geographically distributed teams and stakeholders.
What SmithRx Offers You:
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- Paid Company Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations