Unified Incident Commander, Critical Response

salesforce.com, inc.; Atlanta (GA); On-site; USD 170,000 - 210,000; Full time

Job summary

Salesforce is seeking a Critical Incident Center, Manager in Georgia (Atlanta) to lead the response to the company’s most critical incidents. You will coordinate cross-functional teams, maintain customer focus, and keep executives informed throughout the incident lifecycle.

This role partners with Security, Engineering, Support, Communications, and Legal to drive timely resolution and clear customer communications.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 6+ years commanding critical incident bridges or leading complex, high-severity operational events.
• Ability to coordinate multiple teams and workstreams under pressure.
• Strong critical thinking and decision-making to quickly set priorities.
• Excellent organization and situational awareness in fast-changing events.
• Strong written and verbal communication with executives.
• Proven customer-first mindset balancing customer impact with priorities.
• Ability to influence across diverse technical and business groups.
• Comfortable operating with ambiguity and making decisions with incomplete data.
• Flexible, agile mindset to adapt priorities as situations evolve.

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 decisions and provide timely updates.
• Coordinate communications: Align executive, internal, and customer-facing communications.
• Partner with Security: Coordinate with Security teams during incidents to drive response.
• Drive cross-functional execution: Remove roadblocks and keep critical work moving forward.
• Executive engagement: Work with senior and C-level executives to provide clarity and drive decisions.
• Lead strategic initiatives: Manage high-priority ad hoc engagements to drive business outcomes.

Skills

Incident leadership

Cross-functional coordination

Executive communication

Customer-first mindset

Influence without authority

Ambiguity tolerance

Agile mindset

Education

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

Job description

Salesforce is seeking a Critical Incident Center, Manager in Georgia (Atlanta) to lead the response to the company’s most critical incidents. You will coordinate cross-functional teams, maintain customer focus, and keep executives informed throughout the incident lifecycle.

This role partners with Security, Engineering, Support, Communications, and Legal to drive timely resolution and clear customer communications.