Sr. Manager, Business Resilience — Response Operations

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.