Sr. Manager, Business Resilience — Response Operations
Listing for:
Jobgether
Full Time, Remote/Work from Home
position
Listed on 2026-11-11
Job specializations:
-
Business
Job Description & How to Apply Below
- 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.
- 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.
- 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,…
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