Incident Response Manager

Job Summary

Leading a high-performing team, the full-time remote Incident Response Manager will oversee incident and escalated case operations, drive workflow improvements, and coordinate responses to merchant-impacting incidents while collaborating with engineering and product teams.

Key responsibilities

• Lead and develop a team of incident responders, focusing on performance management and coaching
• Coordinate Shopify's response to incidents and escalated support cases, ensuring alignment with broader priorities
• Drive post-incident reviews to identify root causes and implement preventive measures

Required qualifications

• Experience in incident and crisis response or escalated support
• Proven experience leading and developing teams in high-volume operations
• Fluency with current AI tools and systems
• Experience collaborating across functions, including engineering and product
• Proven resilience and composure under pressure in time-sensitive situations