About this role
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
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- Yello and WayUp Top 100 Internship Programs
- Computerworld® Best Places to Work in IT
- Newsweek Most Loved Workplaces
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- Military Times 2025 Best for Vets Employers
- Best Companies for Latinos to Work for 2025
- Forbes® 2025 America’s Best Large Employers
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- Forbes® 2025 America's Best Employers for Tech Workers
- 2025 RippleMatch Campus Forward Award Winner for Overall Excellence
- Military.com Top Military Spouse Employers 2025
- 2025 Handshake Early Talent Award
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations
If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [email protected] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.
The Incident Communications Management (ICM) team provides 24/7 support to business units across Navy Federal’s enterprise during critical system and service disruptions, ensuring stakeholders receive timely, clear, consistent, and decision‑relevant information. The Incident Communications Manager serves as the central communications authority for high‑impact incidents, acting as the liaison between business stakeholders (including non‑technical teams) and ETS. The role governs the incident communications approach, including message content, timing, formatting, and delivery channels, and is accountable for how information is curated, coordinated, and communicated throughout the incident lifecycle.
- Develop, refine, and implement critical incident communications processes, procedures, and operational communication approaches.
- Initiate and manage timely, accurate incident communications across business stakeholders and the enterprise, leveraging Status Page notifications, the ICM incident bridge, and enterprise collaboration and alerting channels.
- Develop and deliver fact‑based technical and business impact summaries for senior leaders during high‑impact incidents, ensuring information is suitable for executive and Board‑level awareness and reporting.
- Own the end‑to‑end incident communications lifecycle, including preparedness, active incident response, post‑incident communications analysis, and continuous improvement.
- Create post-incident reports for ETS leadership and business stakeholders.
- Serve as a communications decision authority during critical incidents, making real‑time judgment calls on message timing, content, escalation, and stakeholder alignment, while not owning business or operational decisions.
- Own and govern Navy Federal’s Status Page as a communications product, including incident and maintenance content, templates, service onboarding, performance metrics, continuous improvement, and stakeholder enablement.
- Develop executive‑ready reporting and insights using incident, engagement, and performance data to articulate business impact, risk, trends, and readiness.
- Define, track, and apply KPIs and stakeholder feedback to continuously improve the effectiveness and maturity of incident communications.
- Promote awareness and utilization of Navy Federal’s Status Page and an understanding of the critical incident process throughout the enterprise.
- Conduct regular critical incident training (e.g., mock incidents, tabletop exercises).
- Cultivate relationships across departments and proactively set, manage, and reinforce stakeholder expectations throughout the incident lifecycle.
- Create, review and update ICM support documentation, such as eNet playbooks and procedures.
- Support the Major Incident Management (MIM) team in their incident activities.
- Stay current on industry best practices and trends to maintain excellent communication standards during incidents.
- Lead automation and integration efforts to improve the speed, accuracy, and consistency of incident communications across platforms and other collaboration tools.
- Identify opportunities to leverage automation, analytics, and emerging technologies (including AI) to enhance incident communications effectiveness and scalability.
- Drive long‑term incident communications maturity by leading enterprise alignment and executing initiatives that enhance ICM capabilities.
- Ability to scale incident communications capabilities and mentor others as the program and organization mature.
- Support other relevant duties as needed.
- Background in corporate or business communications, preferably in the banking or financial sector, or multinational enterprises.
- Ability to interpret and convey complex technical issues to a non-technical audience.
- Bachelor’s degree in communications, business, technology, a related field, or an equivalent combination of education and relevant experience.
- Knowledge of current communication trends and best practices.
- Adeptness in communication strategies, tools, systems, and methodologies, including creating and implementing effective communication plans and tactics.
- Demonstrated ability to remain composed, clear, and decisive during high‑pressure, time‑sensitive situations.
- Proficiency with Microsoft 365 tools (e.g., Teams, SharePoint, Outlook) and collaboration platforms used to deliver, document, and optimize enterprise communications.
- Extensive experience in writing, editing and proofreading documents.
- Able to manage diverse tasks independently and within a team setting.
Desired Qualifications
- Working knowledge of enterprise IT infrastructure components (e.g., Cloud, mainframe, networks).
- Experience with product and project management, including driving small to large-scale. cross‑functional initiatives from concept through execution.
- Proficient in cross-functional collaboration and fostering partnerships across various departments.
- Strong consulting mindset with the ability to assess needs, challenge assumptions, and recommend communication approaches tailored to audience and impact.
- Experience engaging with stakeholders at all levels of the organization.
- Professional certifications in the areas of product and project management.
- Exposure to or ongoing learning in AI‑assisted tools, automation, or analytics that support communications, reporting, or workflow optimization.
Additional Information
Hours
- Monday - Friday, 8:00AM - 4:30PM (24/7 on-call rotation)
Location
- 820 Follin Lane, Vienna, VA 22180
- 141 Security Drive, Winchester, VA 22602