Sr. Manager, Business Resilience — Response Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Business Resilience — Response Operations based in Canada. This senior leadership role is responsible for shaping and leading an enterprise-wide crisis response program within a global technology environment. 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.