Incident leadership: Act as Crisis Manager for complex, high-severity security incidents with limited oversight. Coordinate response teams, make timely priority calls, and drive fast delivery of validated, actionable protection guidance to customers. Take part in an on-call rotation, including occasional after-hours and weekend coverage. Program definition and metrics: Identify complex gaps and opportunities across multiple incident response processes and tools, using incident data, response trends, and post-incident findings to spot patterns and build improvement plans. Define program goals, priorities, success criteria, and performance metrics, such as time to declare, time to customer guidance, and SLA adherence. Cross-team orchestration: Build relationships across security research, engineering, threat intelligence, and communications teams to drive coordinated action during and after incidents. Influence peers and partner teams with data and clear reasoning, and give leadership concise updates on incident status, impact, and next steps. Project management and execution: Track, coordinate, and communicate end-to-end schedules across multiple workstreams. Establish and monitor processes, hold stakeholders accountable, manage dependencies, identify risks and escalate appropriately, and make course corrections when work drifts from goals. Contribute to pilot and rollout plans aligned with team OKRs and KPIs. Engineering partnership and AI/automation: Partner with engineering on incident response tooling and roadmap priorities. Build your own AI skills to streamline response work and scale what works across the team, with human-in-the-loop validation. Governance and continuous improvement: Manage the quality standards, validation gates, and publication guardrails that keep customer-facing guidance accurate, safe, and compliant. Lead post-incident reviews, validate that improvements meet agreed targets, and drive changes to closure across teams. Documentation, advisory, and mentorship: Drive the supportability experience by owning incident response runbooks, playbooks, and documentation. Act as a technical advisor to partner teams, and mentor newer Crisis Managers and program managers to raise the team's overall capability. Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. 3+ years of experience managing cross-functional and/or cross-team projects. 2+ years of experience in incident response, crisis management, or security operations. Experience leading or coordinating response to high-severity security or service incidents. Hands-on experience building AI skills, agents, or automations to streamline operational workflows, such as triage, summarization, or drafting, and scaling them for use across a team. Experience building and running post-incident review programs that drive measurable improvement. Experience creating customer-facing security guidance, such as advisories, detection or hunting guidance, or mitigations. Experience with threat intelligence, threat hunting, or security research workflows.