San Pedro Garza García, Mexico Role overview
About this role
We help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
What you'll build
In this role, you will be a key member of SAP's Global Cloud Operations (GCO) organization, helping shape how operational excellence, AI-powered systems, and cloud services are communicated to customers and stakeholders.
The Customer Crisis Communications – Root Cause Analysis (CCC-RCA) team under GCO's Cloud Service Management organization provides customer-facing Root Cause Analysis to a subset of SAP's lines of business, ensuring that customers receive accurate post-investigation reports that are geared toward maintaining confidence and rebuilding trust with SAP following major cloud incidents that impact their business.
As SAP advances toward the Autonomous Enterprise, you will play a critical role in translating complex operational incidents, service disruptions, and technical investigations into clear, meaningful, and customer-focused narratives that build trust and confidence.
You will serve as the bridge between technical experts, cloud operations teams, AI-focused stakeholders, and customers, ensuring that communications are accurate, insightful, and aligned with SAP's commitment to transparency and continuous improvement.
Your work will help customers understand how AI-enabled operations, intelligent workflows, automation, and cloud technologies work together to deliver resilient and reliable business outcomes across SAP's application ecosystem.
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Own the development and delivery of Customer Root Cause Analysis (CRCA) and Internal Root Cause Analysis (IRCA) reports for major service incidents and business-critical operational events.
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Translate complex technical investigation findings into business-oriented communications for customers, executives, and non-technical stakeholders.
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Develop clear narratives that explain customer impact, contributing factors, resolution actions, and long-term improvement initiatives.
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Ensure communications reinforce transparency, accountability, and customer trust throughout the incident lifecycle. https://sap-my.sharepoint.com/personal/dharel_placido_sap_com/_layouts/15/Doc.aspx?sourcedoc={0DDAE373-BF31-474E-A9FE-7EB303542D15}&file=Job Description - Autonomous Enterprise Communications Specialist.docx&action=default&mobileredirect=true
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Transform operational and technical data into compelling stories that highlight business context, customer impact, and operational outcomes.
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Partner with engineering, cloud operations, reliability, and AI-focused teams to ensure the accuracy and consistency of customer-facing communications.
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Create executive-ready presentations, leadership briefings, customer reports, and strategic communication materials.
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Support senior leaders in communicating operational performance, incident learnings, and strategic reliability initiatives.
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Present technical findings and business insights in a concise, engaging, and customer-friendly format.
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Operate effectively in a fast-paced global environment while managing multiple priorities and stakeholder expectations.
What you bring
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Exceptional written, verbal, and storytelling skills with the ability to craft executive-level and customer-facing communications.
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Proven ability to simplify highly technical, data-driven topics into clear and meaningful business narratives. https://sap-my.sharepoint.com/personal/dharel_placido_sap_com/_layouts/15/Doc.aspx?sourcedoc={0DDAE373-BF31-474E-A9FE-7EB303542D15}&file=Job Description - Autonomous Enterprise Communications Specialist.docx&action=default&mobileredirect=true
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Strong analytical, critical-thinking, and problem-solving capabilities.
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Experience creating customer communications, executive summaries, presentations, reports, or strategic business content.
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Ability to synthesize information from multiple technical stakeholders into cohesive and accurate communications.
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Familiarity with AI, Generative AI, intelligent automation, data analytics, and emerging technology trends.
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Strong proficiency with Microsoft Copilot, PowerPoint, Excel, Teams, and SharePoint.
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Curiosity, adaptability, and enthusiasm for AI innovation and the evolution of autonomous enterprises.
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Experience working with cloud technologies, SaaS platforms, AI-enabled products, or enterprise software environments would be highly valued.
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Understanding of prompt engineering, AI copilots, intelligent agents, or business AI applications is a plus.
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Experience in communications, technical communications, consulting, problem management, major incident management, or change management would be beneficial. https://sap-my.sharepoint.com/personal/dharel_placido_sap_com/_layouts/15/Doc.aspx?sourcedoc={0DDAE373-BF31-474E-A9FE-7EB303542D15}&file=Job Description - Autonomous Enterprise Communications Specialist.docx&action=default&mobileredirect=true
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Familiarity with Root Cause Analysis (RCA), incident management, service reliability, cloud operations, ITSM tools such as JIRA and ServiceNow, or ITIL practices is desirable.
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Knowledge of SAP solutions, SAP Business AI, Joule, or Autonomous Suite concepts would be advantageous.
Where you belong
This role sits within SAP's Global Cloud Infrastructure Operations (GCO) organization, which develops and operates the cloud services and operational platforms that power SAP's portfolio of business applications.
You will work at the intersection of AI, cloud operations, customer experience, and strategic communications, helping customers understand the value and reliability of SAP's modern cloud and autonomous enterprise capabilities.
As part of a highly collaborative global environment, you will partner with engineers, cloud operations specialists, reliability experts, AI innovators, and business leaders who are shaping the future of autonomous enterprise operations.
This role offers a unique opportunity to build expertise in executive communications, AI storytelling, operational insights, and customer trust while contributing directly to SAP's vision for the Autonomous Enterprise.
If you are passionate about transforming complex technology into compelling business narratives and want to help define how organizations understand AI-powered operations, this is the role for you.
Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusionSAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
Please note that any violation of these guidelines may result in disqualification from the hiring process.Requisition ID: 457933 | W
Sofia, Bulgaria 
Walldorf, Germany 
Bratislava, Slovakia