Job title: Critical Incident Center, Manager
Location: Georgia - Atlanta, Indiana - Indianapolis

About the Team

The Critical Incident Center, Manager is part of Salesforce's Critical Customer Response (CCR) team. We lead the response when Salesforce's most critical and complex incidents occur. They bring Security, Engineering, Support, Communications, and senior leadership together around a single plan. Customers are at the center of every decision we make, so we keep them informed and protected from the first alert to resolution. We work closely with executives, including C-level leaders, to give them clarity and align decisions while events unfold.

About the Role

The role will include serving as a Unified Commander (UC), leading the response to Salesforce’s most critical and complex incidents. The UC is responsible for coordinating cross-functional response teams and leadership, driving toward resolution, and ensuring customers remain informed and protected throughout the incident. The UC commands critical incident bridges, establishes clear priorities, aligns teams around a coordinated response, and ensures the right actions are being taken at the right time to effectively manage the incident.

This role partners closely with senior leadership, Security, Engineering, Support, Communications, Legal, PR, and other key organizations to coordinate response efforts and customer communications. The UC may also lead high-priority, ad hoc initiatives focused on driving resolution of critical business issues, including direct engagement with C-level executives.

Your Impact - Responsibilities

• Lead critical incident response: Command incident bridges and coordinate multiple teams toward rapid resolution of high-impact incidents.
• Drive customer focus: Keep customer impact at the center of decision-making and ensure customers receive timely, meaningful updates throughout an incident.
• Coordinate communications: Partner with leadership and Communications teams to align executive, internal, and customer-facing communications.
• Partner with Security: Work closely with Security teams during security incidents to coordinate response efforts and communications.
• Drive cross-functional execution: Identify priorities, remove roadblocks, and facilitate multiple response efforts to keep critical work moving forward.
• Executive engagement: Work directly with senior and C-level executives to provide clarity, drive decisions, and maintain alignment during critical events.
• Lead strategic initiatives: Project manage high-priority, ad hoc engagements where strong incident leadership, coordination, and critical thinking are needed to drive business outcomes.

Required Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field (or equivalent practical experience)
• 6+ years of experience commanding critical incident bridges or leading complex, high-severity operational events.
• Demonstrated ability to coordinate multiple teams and workstreams in high-pressure environments.
• Strong critical thinking and decision-making skills, with the ability to quickly assess situations and determine priorities.
• Exceptional organization and ability to maintain situational awareness across complex, rapidly changing events.
• Strong written and verbal communication skills, including the ability to communicate effectively with executives.
• Proven customer-first mindset and ability to balance customer impact with technical and business priorities.
• Ability to influence and lead without direct authority across diverse technical and business organizations.
• Comfortable operating with ambiguity and making sound decisions with incomplete information.
• Flexible, agile mindset with the ability to change priorities and plans depending on the dynamics of the situation.