Critical Incident Response Lead

Salesforce, Inc.; Bellevue (WA); On-site; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Critical Incident Center, Manager to lead the response for the company\'s most critical incidents from Seattle, WA. The Unified Commander will coordinate cross-functional teams and executive leadership to drive rapid resolution while keeping customers informed and protected.

You will partner with Security, Engineering, Support, Communications, Legal, and PR, managing incident bridges and setting priorities.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or 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

Cross-functional leadership

Incident management

Executive communication

Decision making

Prioritization

Stakeholder management

Agile mindset

Education

Bachelor's degree in CS/SE/IT or related field

Job description

Salesforce is seeking a Critical Incident Center, Manager to lead the response for the company\'s most critical incidents from Seattle, WA. The Unified Commander will coordinate cross-functional teams and executive leadership to drive rapid resolution while keeping customers informed and protected.

You will partner with Security, Engineering, Support, Communications, Legal, and PR, managing incident bridges and setting priorities.