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Senior Program Manager, Incident Management

Program ManagerProgram ManagerFull TimeRemoteSeniorTeam 501-1,000Since 2011H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

65 days ago

Salary

$174.2K - $261.3K / year

Seniority

Senior

EnglishSQL

Job Description

Senior Program Manager, Incident Management

Zapier

• Own the incident program. Lead the design, evolution, and governance of incident processes across the Build organization both response and post-incident processes. • Ensure workflows are consistent, auditable, and aligned with enterprise expectations. • You are the DRI for incident management as a program. • Design and ship repeatable AI tools: automated incident summarization, intelligent severity classification, AI-assisted root cause analysis, postmortem draft generation, and more. • Turn one-off AI experiments into durable workflows that compound over time. • Create clarity in ambiguity, align stakeholders, and drive decisions across teams and zones. • Serve as the point of contact for questions related to incident process, expectations, and best practices. • Identify recurring org friction, drive root-cause solutions, and implement fixes that persist beyond individual incidents. • Build, maintain, and refine dashboards and reports using Databricks, Looker, and related tools. • Translate data into actionable insight: identify trends, risks, weak signals, and hotspots. • Communicate findings to the right audiences. • Instill rigor and accountability. Coach responders and incident roles (Incident Commander, Support Leads, and new roles as they emerge). • Produce and maintain clear documentation (playbooks, templates, guides) and deliver training for all incident roles and stakeholder groups. • Collaborate with engineering leads, EMs, product, support, security, GTM, and leadership to strengthen practices. • Step into incident response roles during business hours as appropriate to experience the work firsthand and inform program improvements.

Job Requirements

  • You have deep incident management experience and you've moved beyond just executing it.
  • You've built and led incident response programs, post-incident processes, SRE practices, or reliability-focused work.
  • You've ideally done 0-to-1 work in this space: stood up programs, defined standards, trained responders.
  • You've created repeatable systems (workflows, agents, copilots, or automation) that fundamentally changed how work gets done.
  • You use AI-native tools (Cursor, Claude Code, or similar) as your default and orchestrate them into durable capabilities that compound over time.
  • You can quantify the impact on velocity, quality, or organizational capacity.
  • You iterate, refine, and critically evaluate AI outputs, embedding quality standards and accountability into the systems you build, not just the outputs.
  • You have deep expertise in incident management, but you're not rigidly attached to how you've done it before.
  • You can stretch into adjacent areas (reliability strategy, enterprise readiness, operational tooling) as the role evolves.
  • You instinctively look for root causes and design solutions that scale beyond your immediate program.
  • You understand how the full incident lifecycle (prevention, detection, response, learning) supports customer trust and enterprise readiness.
  • You shape outcomes by building trust.
  • You know how to build coalitions across engineering, support, security, GTM, and leadership.
  • You lead change and not just implement it, you make it stick.
  • You can go toe-to-toe with engineers, support leads, and product leaders to clarify the "why" behind technical tradeoffs and incident decisions.
  • You act decisively even in high ambiguity. When priorities collide, you clarify, decide, and help the org move forward.
  • You communicate with relentless clarity: context and intent early, often, and candidly especially when it's uncomfortable.
  • You can work directly with data tools (e.g., Databricks, SQL) to build rich reporting and meaningful insights.
  • You understand incident tooling (incident.io or similar) and how it integrates with Slack, PagerDuty, and on-call workflows.
  • You work well remotely.
  • You need to be authorized to work in the country due to nationality or valid work permit.

Benefits

  • Offers Equity
  • Offers Bonus

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