About the Role
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.
Location: This position is open to candidates located anywhere in the United States or Canada. However, due to business needs and team collaboration requirements, candidates must be willing and able to work a schedule aligned with Pacific Time (PT) business hours, regardless of their location.
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. Outside your shift, you remain the accountable program lead: aware of what's developing, reachable, and ready to engage.
•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, and build enough bench depth that 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.
What You'll Need
•SaaS / Security SaaS Environment (Required): Experience operating in a technology, SaaS, cloud, or security-product environment is required; security SaaS experience is strongly preferred. You understand how a product or service incident translates into customer impact, contractual exposure, trust considerations, and pressure on customer-facing teams. This is a corporate crisis role inside a technology product company, not a public-sector or first-responder emergency-management, physical security, or GSOC role.
•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. Also 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 (customer escalations, trust and retention, executive customer communications), rather than solely from an internal or press/crisis-communications function.
•Crisis Program Ownership: Demonstrated experience owning a corporate crisis management, incident management, or business resilience program on an ongoing basis, backed by strong program-management discipline across multi-stakeholder dependencies and recurring deliverables.
•Incident Command Capability: Demonstrated time serving as, or directly supporting, an IC or response lead, with a credible ability to step into the IC seat during an activation.
•People Leadership: Experience building and leading a team, including hiring, performance management, and coaching. Experience managing managers or senior specialists is a plus.
•Executive Communication & Influence: A track record of executive-ready writing and briefing, and of persuading senior stakeholders in sensitive, high-stakes situations while preserving relationships.
•Experience: 12+ years in crisis/incident management, business resilience, or technology operations leadership, including significant time in a SaaS or technology product environment. Can be flexible depending on experience and potential.
•Education: Bachelor's degree or equivalent practical experience.
•Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.
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 rather than public-sector context
•Certifications in business continuity or resilience (e.g., CBCP, MBCI, CEM). Valued, but not a substitute for SaaS and product-incident experience
•Experience developing customer-facing incident communications
Benefits of Working at CrowdStrike
•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
The base salary range for this position for all U.S. candidates is $130,000 - $205,000 per year, with eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off.
The base salary range for this position in Canada is $135,000 - $205,000 CAD per year + variable/incentive compensation + equity + benefits.
