Crisis Communications Manager – 24/7 Incident Response

salesforce.com, inc.; Seattle (WA); On-site; USD 117,000 - 178,000; Full time

Job summary

Salesforce seeks a CCR Manager to join the Global Critical Incident Center, focusing on incident communications during critical events and translating complex issues into business terms for diverse audiences.

You will collaborate with engineering, support, and executives to provide timely updates, drive customer trust, and strengthen cross-functional alignment in a 24/7 incident response environment.

Qualifications

• 5+ years of experience in incident management, crisis communications, or technical writing.
• Exceptional writing, editing, and verbal communication skills.
• Experience with cloud infrastructure and platforms, such as AWS and GCP.
• Ability to translate complex technical issues into business language.
• Ability to work in fast-paced environments with multiple priorities.
• Experience working with customers, executives, and customer-facing teams.

Responsibilities

• Take complex technical issues and translate them into business-speak for various audiences.
• Consolidate information from engineering and support to write updates for customers, executives, and internal teams.
• Develop partnerships across Salesforce to align across functions.
• Help build strategies and action plans enabling customer success.
• Ensure incident readiness through training, simulations, and drills.
• Occasionally participate in on-call rotations for crisis communications.

Skills

Incident management

Crisis communications

Technical writing

Executive communication

Stakeholder management

Tools

AWS

GCP

Job description

Salesforce seeks a CCR Manager to join the Global Critical Incident Center, focusing on incident communications during critical events and translating complex issues into business terms for diverse audiences.

You will collaborate with engineering, support, and executives to provide timely updates, drive customer trust, and strengthen cross-functional alignment in a 24/7 incident response environment.