Sr. Manager, Business Resilience — Response Operations

Jobgether; United States; Remote; USD 96,000 - 146,000; Full time

Benefits offered by this job

Remote work across Canada

CAD 135,000–205,000 base salary per yr

Equity awards

Comprehensive benefits package

Job summary

Jobgether is seeking a Sr. Manager, Business Resilience — Response Operations to lead an enterprise crisis response program in a global technology environment.

The role requires building governance, playbooks, and activation processes while collaborating with senior leaders to ensure coordinated, effective responses to significant incidents. You will design exercises, conduct after‑action reviews, and develop a capable Response Operations team.

Qualifications

• 12+ years of experience in crisis or incident management leadership in SaaS or tech.
• Experience operating in a technology, SaaS, cloud, or security‑product environment.
• Strong understanding of how product or service incidents affect customers, contractual commitments, customer trust, and customer‑facing operations.
• Proven ownership of a corporate crisis management, incident management, or business resilience program, supported by strong program‑management capabilities.
• Experience serving as or supporting an Incident Commander or response lead, with the ability to assume Incident Commander responsibilities during an activation.
• Willingness to participate in a designated on‑call rotation, including evenings, weekends, and holidays.
• Experience with customer‑facing incident communications.
• Bachelor's degree or equivalent practical experience.
• Demonstrated experience using AI technologies to improve decision‑making, streamline workflows, increase efficiency, and drive business outcomes.

Responsibilities

• Own the enterprise crisis response program, including strategy, standards, roadmap, governance, plans, playbooks, activation processes, and operating cadences.
• Participate in crisis team on‑call rotation and assume Incident Commander responsibilities when needed.
• Maintain awareness of significant events and remain reachable as the accountable program lead.
• Coordinate with crisis team leads to align response roles, escalation paths, continuity support, and handoffs.
• Produce situation reports, executive briefings, and after‑action reviews using verified information.
• Design and facilitate crisis exercises and training; lead after‑action reviews and implement lessons learned.
• Support executive leadership during crisis activations and steady‑state planning; present options and recommendations.
• Hire, develop, and coach the Response Operations team; ensure leadership depth and coverage.
• Partner with Business Continuity, Enterprise Risk Management, Incident Management, Information Security, Product Security, Global Security, Communications, and Customer Response teams.

Skills

Crisis management

Incident management

Executive communication

People leadership

On-call readiness

Education

Bachelor's degree or equivalent practical experience

Tools

Crisis management software

Collaboration tools

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Business Resilience — Response Operations based in United States. This senior leadership role is responsible for shaping and leading an enterprise-wide crisis response program within a global technology environment. You will establish the frameworks, governance, plans, and operational practices that help teams respond effectively to significant business, technology, cybersecurity, product, and customer-impacting events. Combining strategic program ownership with hands‑on incident response readiness, you will help strengthen organizational resilience and protect customer trust. The role involves close collaboration with senior executives and cross‑functional leaders, ensuring response teams are prepared, coordinated, and equipped to make informed decisions under pressure. You will also build and develop a capable Response Operations team, driving continuous improvement through exercises, training, and after-action reviews. This is a remote opportunity for a seasoned resilience leader who can work Pacific Time business hours and maintain an on‑call and always‑reachable posture when significant events arise.

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.

Data Privacy Notice

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.