Business Resiliency Manager

JPMorgan Chase & Co. • Plano, TX

9h

About The Position

As an Incident Manager, Vice President within JPMorgan Chase’s Business Resiliency organization, you will provide senior leadership for major incidents and disruptions affecting customers, employees, and lines of business. You will set direction for readiness, governance, communications, and execution quality in a high-stakes, matrix environment. The role requires risk-informed escalation decisions, advice to senior leaders, and mobilization of technology, operations, and corporate-function teams to accelerate restoration, manage material risk, and reduce repeat events.

You will guide team members, sponsor strategic improvements, and strengthen the incident management operating model. The position also involves leading complex cross-functional resiliency initiatives, improving incident governance and readiness, and serving as a trusted senior partner across business, operations, technology, and corporate functions. Chase describes itself as a financial services firm focused on customer relationships and serving households, small businesses, nonprofits, and cities.

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 briefing senior leaders concisely.
• Strong analytical, operational, and risk judgment, 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.
• 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

• Experience leading business resiliency, incident management, business continuity, crisis management, or operational risk activities in financial services or another highly regulated, complex organization.
• Relevant project, service, risk, incident management, business continuity, or process-improvement certifications.
• Demonstrated delivery of complex cross-functional initiatives.
• Experience defining and implementing governance, controls, and operating standards, with measurable improvements to response speed, decision quality, execution consistency, and risk management.
• Advanced comfort with 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 experience, 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, by establishing response posture and strategy and leading business bridge calls or situation rooms.
• Align stakeholders on incident impacts, priorities, decisions, ownership, risks, and recovery actions.
• Translate technical and operational information into concise, decision-oriented business and end-user impact narratives, executive updates, recommendations, and risk perspectives.
• Use independent, risk-based judgment to determine monitoring, escalation, managed response, leadership awareness, and partner engagement; challenge response plans and drive timely decisions.
• Oversee incident tooling, repositories, partner channels, and handoffs to support timely triage, routing, documentation, control adherence, and sustained action ownership.
• Direct coordinated responses to natural disasters, facilities disruptions, cybersecurity events, technology incidents, and third-party or vendor issues, escalating unresolved risks and dependencies.
• Own strategic improvement priorities and complex cross-functional resiliency initiatives from strategy through implementation, including governance, scope, outcomes, milestones, decision rights, dependencies, risks, accountability, and executive reporting.
• Lead executive post-incident reviews and lessons learned, converting findings into prioritized corrective actions with accountable owners, target dates, risk acceptance decisions, and verified 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 appropriate AI and automation opportunities; sponsor business cases and partner with technology, data, risk, and control teams on governed solutions.
• Build senior-level relationships and influence strategy and outcomes across business, operations, technology, and corporate functions without direct authority.
• Maintain knowledge of supported products, applications, essential services, and recovery strategies to assess 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, communication, and action closure.
• Act as a delegate for the team leader when needed.

Benefits

• Competitive total rewards package, including base salary based on role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior