Critical Incident Center, Manager

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The Critical Incident Center, Manager is part of Salesforce's Critical Customer Response (CCR) team. We lead the response when Salesforce's most critical and complex incidents occur. They bring Security, Engineering, Support, Communications, and senior leadership together around a single plan. Customers are at the center of every decision we make, so we keep them informed and protected from the first alert to resolution.

We work closely with executives, including C-level leaders, to give them clarity and align decisions while events unfold.

The role will include serving as a Unified Commander (UC), leading the response to Salesforce’s most critical and complex incidents. The UC is responsible for coordinating cross-functional response teams and leadership, driving toward resolution, and ensuring customers remain informed and protected throughout the incident. The UC commands critical incident bridges, establishes clear priorities, aligns teams around a coordinated response, and ensures the right actions are being taken at the right time to effectively manage the incident.

This role partners closely with senior leadership, Security, Engineering, Support, Communications, Legal, PR, and other key organizations to coordinate response efforts and customer communications. The UC may also lead high-priority, ad hoc initiatives focused on driving resolution of critical business issues, including direct engagement with C-level executives.

• 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.

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a 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 work streams in high-pressure environments.
• Strong critical thinking and decision‑making skills, with the…