Sr. Manager, Business Resilience — Response Operations

Jobgether; United States; Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Remote work across Canada

Competitive base salary CAD 135k–205k

Equity awards

Comprehensive benefits includingHealth

Job summary

Jobgether in Canada is seeking an experienced senior leader to own and drive the enterprise crisis response program. You will shape strategy, standards, and playbooks while coordinating across incident, business continuity, and security teams to ensure rapid, effective responses.

You will participate in on-call rotations, lead incident commands when needed, and mentor the Response Operations team to build depth and reliability for critical events.

Qualifications

• 12+ years of experience in crisis management, incident management, business resilience, or technology operations leadership in SaaS or technology environments.
• Experience operating in a technology, SaaS, cloud, or security-product environment; security SaaS experience preferred.
• Strong understanding of how incidents affect customers, contractual commitments, trust, and customer-facing operations.
• Proven ownership of a corporate crisis management or resilience program with strong program-management skills.
• Experience as or supporting an Incident Commander during activations.
• Willingness to participate in on-call rotations including evenings, weekends, and holidays.
• Experience with customer-facing incident communications is a plus.
• Proven people leadership, including hiring, performance management, and coaching.
• Excellent executive communication skills for briefings and senior stakeholder influence.
• Bachelor-level education or equivalent practical experience.
• Experience using AI technologies to improve decision-making and workflows.
• Nice-to-have: crisis management software and collaboration tools expertise.

Responsibilities

• Own the enterprise crisis response program strategy, standards, roadmap, governance, and playbooks.
• Participate in on-call rotation and assume Incident Commander responsibilities when needed.
• Maintain awareness of significant events and remain the accountable program lead outside shifts.
• Coordinate with crisis team leads for aligned response roles and handoffs during major incidents.
• Produce situation reports, executive briefings, and after-action reviews with verified data.
• Design and facilitate crisis exercises and ensure corrective actions are implemented.
• Support executive leadership during activations and steady-state planning with clear options.
• Hire, develop, and coach the Response Operations team to ensure leadership depth.
• Partner with Business Continuity, Enterprise Risk Management, Incident Management, Information Security, and other teams to align resilience capabilities.

Skills

Crisis management

Incident management

Business resilience

Technology operations leadership

SaaS experience

Executive communication

On-call leadership

Customer-facing incident handling

Team leadership

ISO 22301 knowledge

Resilience certifications

Education

Bachelor's degree or equivalent

Tools

Crisis management software

Collaboration tools

Job description

Accountabilities

• Own the enterprise crisis response program, including its strategy, standards, roadmap, governance, plans, playbooks, activation processes, and operating cadences.
• Participate in the crisis team on-call rotation, taking designated shifts and assuming Incident Commander responsibilities when coverage gaps, escalations, or surges require it.
• Maintain awareness of significant developing events and remain reachable as the accountable program lead, including outside designated on-call shifts.
• Coordinate with crisis team leads to align response roles, escalation paths, continuity support, customer-impact considerations, and handoffs across significant incidents.
• Produce accurate, decision-ready situation reports, executive briefings, and after-action reviews using verified source information and clear communication tailored to each audience.
• Design and facilitate crisis exercises and training, lead after-action reviews, and ensure lessons learned and corrective actions are implemented through completion.
• Support executive leadership during crisis activations and steady-state planning, presenting clear options and recommendations while managing response logistics.
• Hire, develop, and coach the Response Operations team, building sufficient leadership depth and coverage to maintain dependable response capabilities.
• Partner with Business Continuity, Enterprise Risk Management, Incident Management, Information Security, Product Security, Global Security, Communications, and Customer Response teams to align broader resilience capabilities.

Requirements:

• 12+ years of experience in crisis management, incident management, business resilience, or technology operations leadership, including substantial experience in a SaaS or technology product environment. Flexibility may be considered based on experience and potential.
• Required experience operating in a technology, SaaS, cloud, or security-product environment; security SaaS experience is strongly preferred.
• Strong understanding of how product or service incidents affect customers, contractual commitments, customer trust, and customer-facing operations.
• Demonstrated ownership of a corporate crisis management, incident management, or business resilience program, supported by strong program-management capabilities and experience coordinating complex stakeholder dependencies.
• Experience serving as or directly supporting an Incident Commander or response lead, with the judgment and capability to assume Incident Commander responsibilities during an activation.
• Willingness to participate in a designated on-call rotation, including evenings, weekends, and holidays when scheduled, and to remain reachable as the accountable program lead when significant events develop outside scheduled shifts.
• Strongly preferred: experience managing incidents from a customer-facing perspective, such as Customer Success, customer escalations, retention, trust, or executive customer communications.
• Proven people leadership experience, including hiring, performance management, and coaching. Experience managing managers or senior specialists is an advantage.
• Excellent executive communication skills, including producing concise briefings and influencing senior stakeholders in sensitive, high-pressure situations.
• Bachelor's degree or equivalent practical experience.
• Demonstrated experience using AI technologies to improve decision-making, streamline workflows, increase efficiency, and drive business outcomes.
• Nice to have: Experience with crisis management software and collaboration tools.
• Nice to have: Knowledge of ISO 22301 and related business resilience standards.
• Nice to have: Familiarity with NIMS or the Incident Command System (ICS), adapted to a corporate environment.
• Nice to have: Business continuity or resilience certifications such as CBCP, MBCI, or CEM.
• Nice to have: Experience developing customer-facing incident communications.
• Candidates must be located in Canada, legally entitled to work in Canada, and able to work a schedule aligned with Pacific Time business hours, regardless of their location.

Benefits:

• Remote work opportunity across Canada.
• Annual base salary of CAD $135,000–$205,000 , plus variable or incentive compensation.
• Equity awards.
• Comprehensive benefits package, including health insurance.
• Paid time off, competitive vacation, and holidays.
• Physical and mental wellness programs.
• Paid parental and adoption leave.
• Professional development opportunities across all levels and roles.
• Employee networks, geographic community groups, and volunteer opportunities.
• Access to a vibrant office culture and workplace amenities.