Critical Incident Center Lead — Unified Command

Salesforce; Washington; On-site; USD 130,000 - 180,000; Full time

Job summary

Salesforce in Seattle, WA, seeks a Critical Incident Center Manager to lead incident response efforts, coordinate cross-functional teams, and maintain clear executive communications during high-severity events.

You will partner with Security, Engineering, Support, Communications, Legal, and PR to drive rapid resolution and protect customers. A senior, customer-focused leader with incident command experience is required.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field (or equivalent practical experience)
• 6+ years of experience commanding critical incident bridges or leading complex, high-severity operational events.
• Demonstrated ability to coordinate multiple teams and workstreams in high-pressure environments.
• Strong critical thinking and decision-making skills, with the ability to quickly assess situations and determine priorities.
• Exceptional organization and ability to maintain situational awareness across complex, rapidly changing events.
• Strong written and verbal communication skills, including the ability to communicate effectively with executives.
• Proven customer-first mindset and ability to balance customer impact with technical and business priorities.
• Ability to influence and lead without direct authority across diverse technical and business organizations.
• Comfortable operating with ambiguity and making sound decisions with incomplete information.
• Flexible, agile mindset with the ability to change priorities and plans depending on the dynamics of the situation.

Responsibilities

• Lead critical incident response: Command incident bridges and coordinate multiple teams toward rapid resolution of high-impact incidents.
• Drive customer focus: Keep customer impact at the center of decision-making and ensure customers receive timely, meaningful updates throughout an incident.
• Coordinate communications: Partner with leadership and Communications teams to align executive, internal, and customer-facing communications.
• Partner with Security: Work closely with Security teams during security incidents to coordinate response efforts and communications.
• Drive cross-functional execution: Identify priorities, remove roadblocks, and facilitate multiple response efforts to keep critical work moving forward.
• Executive engagement: Work directly with senior and C-level executives to provide clarity, drive decisions, and maintain alignment during critical events.
• Lead strategic initiatives: Project manage high-priority, ad hoc engagements where strong incident leadership, coordination, and critical thinking are needed to drive business outcomes.

Skills

Incident command

Cross-functional leadership

High-pressure coordination

Executive communication

Customer-first mindset

Influence without authority

Ambiguity tolerance

Agile mindset

Decision making

Education

Bachelor's degree in CS/SEE/IT or related

Job description

Salesforce in Seattle, WA, seeks a Critical Incident Center Manager to lead incident response efforts, coordinate cross-functional teams, and maintain clear executive communications during high-severity events.

You will partner with Security, Engineering, Support, Communications, Legal, and PR to drive rapid resolution and protect customers. A senior, customer-focused leader with incident command experience is required.