Business Resiliency Manager

JPMorganChase•Plano, TX

About The Position

As part of JPMorgan Chase’s growing resiliency testing organization, this role helps businesses strengthen preparedness, validate resiliency capabilities, and identify opportunities for continuous improvement through testing and simulation. The position is also described as an Incident Manager, Vice President within a Business Resiliency organization, providing senior leadership for major incidents and disruptions that affect customers, employees, and lines of business. The role sets direction for readiness, governance, communications, and execution quality in a high-stakes, matrix environment. It makes risk-informed escalation decisions, advises senior leaders, and mobilizes technology, operations, and corporate function teams to accelerate restoration, manage material risk, and reduce repeat events. The manager also guides team members, sponsors strategic improvements, and strengthens the incident management operating model.

Requirements

Bachelor’s degree in Business, Operations, Emergency Management, Technology, Risk, or a related field, or an equivalent combination of education, training, and relevant experience.
Significant experience in incident management, crisis response, production assurance or operations, business resiliency, business continuity, operational risk, technology operations, or a related discipline within a large, complex organization.
Demonstrated experience leading complex, high-pressure incidents involving multiple stakeholders, establishing response strategy, making escalation decisions, and delivering concise, decision-oriented briefings to senior leaders.
Strong analytical, operational, and risk mindset, including the ability to understand technology-related issues, distinguish material risk from noise, and translate complexity into business impacts, tradeoffs, recommendations, and next-best actions.
Proven ability to influence without direct authority, resolve ambiguity, drive accountability across organizational boundaries, and make timely decisions with incomplete information.
Excellent verbal and written communication, executive presence, and emotional intelligence.
Demonstrated commitment to coaching others, building an inclusive team environment, and maintaining composure under pressure.

Nice To Haves

Leadership experience in a regulated, matrix organization.
Relevant project, service, risk, incident management, business continuity, or process-improvement certifications.
Experience leading business resiliency, incident management, business continuity, crisis management, or operational risk activities within financial services or another highly regulated, complex organization.
Demonstrated delivery of complex cross-functional initiatives.
Experience defining and implementing governance, controls, and operating standards, and delivering measurable improvements to response speed, decision quality, execution consistency, and risk management.
Advanced comfort using operational data, dashboards, and reporting or visualization tools to drive priorities and executive decisions; ability to define requirements, measures, and management information.
Experience sponsoring enhancements to incident tooling and operational workflows, including alerting and monitoring intake, repositories, action tracking, automation, and executive reporting, with emphasis on usability, control integrity, adoption, and measurable value.
Demonstrated people leadership and talent development, including coaching, cross-training, workload prioritization, succession planning, and cultivating trusted partnerships at working and executive levels.
Ability to travel up to 10%.

Responsibilities

Lead and govern high-severity incidents, including Priority 1 and major issues; establish response posture and strategy, and lead business bridge calls or situation rooms to align stakeholders on impacts, priorities, decisions, ownership, risks, and recovery actions.
Translate technical and operational information into concise narratives about business and end-user impact; provide senior leaders with executive-ready updates, recommendations, and risk perspectives.
Use independent, risk-based judgment to decide whether issues require monitoring, escalation, managed response, leadership awareness, or broader partner engagement; challenge response plans constructively and drive timely decisions.
Oversee incident tooling, repositories, partner channels, and handoffs to support timely triage, routing, documentation, control adherence, and sustained action ownership across teams.
Direct coordinated responses to technical and non-technical disruptions, including natural disasters, facilities disruptions, cybersecurity events, technology incidents, and third-party or vendor issues; promptly surface unresolved risks and dependencies to appropriate leaders.
Own strategic improvement priorities and complex cross-functional resiliency initiatives from strategy through implementation, defining governance, scope, outcomes, milestones, decision rights, dependencies, risks, accountability, and executive reporting.
Lead executive post-incident reviews and lessons learned; turn findings into prioritized corrective actions with accountable owners and target dates, address risk acceptance decisions, and verify sustainable closure.
Use operational data, incident trends, quality reviews, stakeholder feedback, and business KPIs to identify systemic risks and improvement opportunities.
Establish standards for playbooks, runbooks, training, exercises, coverage planning, and job aids to improve consistency and readiness throughout the incident lifecycle.
Set direction for suitable AI and automation opportunities; sponsor business cases and partner with technology, data, risk, and control teams to implement governed solutions that improve speed, accuracy, consistency, and management visibility.
Build senior-level partnerships across business, operations, technology, and corporate functions, influencing strategy and outcomes without direct authority through credibility, executive presence, constructive challenge, and follow-through.
Maintain knowledge of supported products, applications, essential services, and recovery strategies to translate disruptions into business, customer, regulatory, operational, and reputational implications.
Provide day-to-day direction, coaching, and escalation support to team members; set expectations for judgment, responsiveness, documentation, stakeholder communication, and action closure; act as delegate for the team leader when needed.