Director, P&T Operations - Incident Management & Risk

Accountabilities:: Establish and continuously evolve a consistent Product & Technology incident management framework covering standards, roles, severity definitions, escalation paths, communications, and follow-through expectations. Bring together existing incident practices across teams, preserving effective approaches while improving consistency, visibility, and organizational coordination. Strengthen post-incident processes by ensuring actions have clear owners, remain tracked through completion, and result in systemic improvements. Partner with Engineering and Security leadership to improve incident preparedness, response effectiveness, and operational resilience. Strengthen operating mechanisms for security incidents and vulnerability management, including intake, prioritization, ownership, remediation tracking, escalation, and reporting. Create clear visibility into material vulnerabilities, remediation progress, aging, exceptions, and issues requiring leadership attention. Connect security incidents and vulnerabilities to broader incident, risk, and executive reporting while maintaining accountability with the appropriate functional owners. Build an integrated and actionable view of technology and operational risk, including trends, mitigations, dependencies, and decisions requiring leadership input. Partner with domain leaders across responsible AI and AI governance, application and infrastructure security, identity and access, Zero Trust, data protection, digital supply-chain risk, shadow IT/AI, security compliance, and operational resilience. Identify recurring patterns across incidents, vulnerabilities, and risk signals and translate them into priorities and systemic improvements. Define metrics and reporting frameworks covering incident health, vulnerability exposure, remediation progress, risk trends, and operational resilience. Develop executive-level reporting that clearly communicates changing risks, actions underway, priorities, and areas requiring intervention. Improve communications across technical teams, business stakeholders, executives, and other partners by tailoring information to the appropriate audience. Provide the operating cadence, insights, and materials required for executive and board-level discussions. Lead complex cross-functional initiatives through influence rather than formal authority, establishing clear ownership and accountability for critical actions. Continuously evaluate processes, tooling, data, and organizational interfaces and implement improvements that make the operating model more effective. Set the vision and operating model for incident management and technology risk operations, developing the capabilities, processes, and team needed as the function matures. Serve as a trusted advisor to Engineering and Security leadership on operational readiness, risk visibility, and organizational response. Requirements: Significant experience leading incident management, technology operations, security operations, technology risk programs, or a closely related function within a complex technology organization. Demonstrated experience designing or substantially improving incident management processes, standards, communications, reporting, and post-incident practices across multiple teams. Working knowledge of security incident response and vulnerability management, with the ability to collaborate effectively with Security and Engineering leaders. Experience developing executive-level risk, incident, or operational reporting that converts complex technical information into actionable insights and decisions. Strong understanding of how technology and security risks are identified, assessed, prioritized, mitigated, tracked, and communicated in an enterprise environment. Proven ability to lead cross-functional change and drive accountability across teams without relying on direct reporting authority. Strong executive communication skills and sound judgment when tailoring information for technical teams, senior executives, and board-level audiences. Ability to bring structure to ambiguous and complex problems and build durable operating mechanisms rather than simply coordinate activities. Strong judgment and composure when managing high-severity or high-visibility incidents and rapidly changing situations. Collaborative leadership style with the ability to establish trust across Product, Engineering, Security, Legal, Compliance, and executive leadership. Strategic thinking combined with a willingness to work hands-on when operational needs require it. Strong organizational and analytical skills, with the ability to identify systemic issues and translate them into practical improvements. Excellent stakeholder management, communication, and facilitation capabilities. Commitment to inclusive leadership and creating an environment where diverse perspectives and experiences are valued. Benefits: Remote work opportunity from anywhere in Canada. Continuous learning and professional development opportunities. Global mobility opportunities to support career growth. Benefits designed to support employee health, wellbeing, and overall growth. Inclusive and diverse work environment with a strong focus on belonging and accessibility. Reasonable accommodations available throughout the recruitment and selection process for candidates with disabilities. Opportunity to work at the intersection of Product & Technology Operations, Engineering, Security, risk management, and executive leadership. Significant scope to shape and mature an incident management and technology risk operating function. Opportunity to influence operational resilience, executive visibility, and enterprise technology risk management. Criminal record checks are part of the hiring process for this role.