Critical Incident Response Manager

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

Job summary

Salesforce seeks a Critical Incident Center, Manager to lead the response to its most critical incidents. You will coordinate cross-functional teams, align executives, and ensure customers are informed and protected throughout events.

You will partner with Security, Engineering, Support, Communications, Legal, and PR to drive timely resolution and clear updates, while guiding strategic initiatives and high-priority problem-solving across the organization.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
• 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 written and verbal communication skills, including the ability to communicate with executives.

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

Critical incident management

Cross-functional leadership

Executive communication

Incident coordination

Problem solving

Stakeholder management

Ambiguity handling

Leadership without authority

Education

Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field

Job description

Salesforce seeks a Critical Incident Center, Manager to lead the response to its most critical incidents. You will coordinate cross-functional teams, align executives, and ensure customers are informed and protected throughout events.

You will partner with Security, Engineering, Support, Communications, Legal, and PR to drive timely resolution and clear updates, while guiding strategic initiatives and high-priority problem-solving across the organization.