[Hiring] Senior Manager, Business Resilience — Response Operations @CrowdStrike

Role Description

The Sr. Manager, Response Operations leads the Response Operations function of CrowdStrike's Business Resilience (BR) organization. This role owns the enterprise crisis response framework, including standards, plans, playbooks, activation processes, exercises, training, readiness cadences, and after-action improvement.

Response Operations enables CrowdStrike’s crisis teams to respond effectively across a range of business, technology, cyber, product, security, and customer-impacting events. The role is not the standing Incident Commander for every event, but it holds a designated shift in the on-call rotation and must be ready to assume IC responsibilities during a coverage gap, surge, or escalation. As the accountable program lead, this role also carries an "always on" posture: you stay aware, reachable, and ready to engage whenever a significant event is developing.

The successful candidate combines crisis-program ownership, SaaS/customer-impact fluency, operational judgment under pressure, executive communication, and the ability to build durable response capability across the enterprise.

What You’ll Do

Primary Responsibilities:

• Own the crisis response program:
  • Set the strategy, standards, roadmap, governance, plans, playbooks, activation processes, and operating cadences that keep CrowdStrike's crisis teams ready.
• Carry on-call and surge Incident Command:
  • Take a designated shift in the crisis team on-call rotation, and assume Incident Commander responsibilities when a coverage gap or escalation requires it.
  • Remain the accountable program lead: aware of what's developing, reachable, and ready to engage outside your shift.
• Enable coordinated response:
  • Partner with crisis team leads to align roles, escalation paths, continuity support, customer-impact considerations, and handoffs across significant events.
• Produce decision-grade artifacts:
  • Own SitReps, executive briefings, and AARs that are accurate and complete on version one.
  • Work from source information to establish facts, then present them clearly for each audience.
• Build capability and drive improvement:
  • Design and facilitate exercises and training; lead after-action reviews; and drive corrective actions, lessons learned, and readiness improvements through closure.
• Engage with executives:
  • Support executive leadership during activations and steady-state planning.
  • Bring pre-packaged options and decisions rather than open-ended questions, and shield leaders from logistical lift.
• Build and lead the team:
  • Hire, develop, and coach the Response Operations team, ensuring response capability and on-call coverage never depend on one person.

Secondary Responsibilities:

• Integrate with broader resilience work:
  • Partner with Business Continuity, Enterprise Risk Management, Incident Management, Information Security, Product Security, Global Security/GSOC, Communications, and Customer Response to maintain aligned resilience capabilities.

Qualifications

• SaaS / Security SaaS Environment (Required):
  • Experience operating in a technology, SaaS, cloud, or security-product environment is required; security SaaS experience is strongly preferred.
  • Understanding of how a product or service incident translates into customer impact, contractual exposure, trust considerations, and pressure on customer-facing teams.
• On-Call & "Always On" Commitment (Required):
  • Willingness to take a designated shift in the crisis team on-call rotation, including evenings, weekends, and holidays when on shift.
  • Willingness to stay reachable as the accountable program lead when significant events develop outside your shift.
• Customer-Facing Incident Perspective (Strongly Preferred):
  • Experience managing incidents from a Customer Success or customer-facing vantage point.
• Crisis Program Ownership:
  • Demonstrated experience owning a corporate crisis management, incident management, or business resilience program.
• Incident Command Capability:
  • Demonstrated time serving as, or directly supporting, an IC or response lead.
• People Leadership:
  • Experience building and leading a team, including hiring, performance management, and coaching.
• Executive Communication & Influence:
  • A track record of executive-ready writing and briefing, and of persuading senior stakeholders in sensitive, high-stakes situations.

Experience

• 12+ years in crisis/incident management, business resilience, or technology operations leadership, including significant time in a SaaS or technology product environment.

Education

• Bachelor's degree or equivalent practical experience.

Bonus Points

• Experience with crisis management software platforms and collaboration tools.
• Knowledge of ISO 22301 and related resilience standards.
• Familiarity with NIMS / Incident Command System (ICS), adapted to a corporate context.
• Certifications in business continuity or resilience (e.g., CBCP, MBCI, CEM).
• Experience developing customer-facing incident communications.

Benefits

• Market leader in compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays for recharge.
• Paid parental and adoption leaves.
• Professional development opportunities for all employees regardless of level or role.
• Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections.
• Vibrant office culture with world class amenities.
• Great Place to Work Certified™ across the globe.