Incident Response Manager

Cvent•Tysons, VA

About The Position

The Incident Response Manager coordinates responses to customer-facing incidents affecting Cvent Event Cloud and Hospitality Cloud. Reporting to the Senior Director of Retention & Incident Command, the role serves as a project manager and primary liaison among Client Services, Technology, Engineering, Legal, Sales Management, Information Security, Finance, and Operations as needed. The manager validates impact data, drives accurate customer communications, works with teams on resolutions, participates in retrospectives, and tracks financial impact to identify operational improvements and strengthen internal processes. The position owns customer-facing incident communications, improves incident response procedures, leads cross-functional response projects, and serves as a key contact during high-priority incidents. It also supports root cause analysis and prevention, monitors incident and escalation trends, develops readiness exercises and training, maintains incident documentation, and helps improve executive escalation guidelines and other internal processes, including Fraud Risk Management.

Requirements

Bachelor’s degree.
3–4 years of experience in account management, client services, incident response, crisis management, project management, or a similar discipline.
Exceptional written and verbal communication skills, including the ability to interact with C-level executives internally and externally.
Comfort learning, using, and discussing granular elements of Cvent technology and integrations.
Excellent collaboration and stakeholder management skills.
Ability to translate complex technical issues for non-technical audiences and manage multiple priorities under pressure.
Ability to work in a dynamic, fast-paced, changing environment; remain organized and detail-oriented; and multitask.
Comfort operating with ambiguity and adapting processes rapidly.
Ability to foster trust among cross-functional leaders and staff.

Nice To Haves

Experience in the event, hotel, or travel industries.
Experience with process improvement, project leadership, program management, and/or technical troubleshooting.

Responsibilities

Own customer-facing incident communications, including templates, cadence, approvals, audience targeting, and delivery channels.
Develop, document, and continually improve incident response processes for customer-facing issues in alignment with company policies and industry best practices.
Lead cross-functional incident response projects and coordinate the teams involved.
Bridge technical, legal, and business teams to drive timely resolutions, minimize impact, and safeguard customer trust.
Coordinate root cause analyses, corrective actions, and preventative measures following incidents.
Communicate incident status, impact, and action plans to internal stakeholders and customer contacts as appropriate.
Serve as the main point of contact during high-priority or critical customer-facing incidents and keep leadership informed.
Track, analyze, and report incident trends, financial impact, and the frequency and volume of customer escalations.
Organize incident simulation exercises and develop updated training for Sales and Client Services teams.
Maintain comprehensive incident documentation in accordance with compliance and legal guidelines.
Update executive escalation guidelines and work with teams to facilitate them; direct customer-facing involvement will be rare.
Identify opportunities to improve internal processes and support special projects, including Fraud Risk Management.