Sr. Manager, Business Resilience — Response Operations

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.