Staff Engineering Operations Manager

Company Description

We're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers.

From AI-powered content creation to world-class CMS and the industry's most trusted experimentation platform, Optimizely is the tool modern marketers actually want to use. AI-Ready. Set. Go.

10,000+ brands including H&M, PayPal, and Zoom already get it. So do Gartner, Forrester, and IDC, who consistently recognize us as leaders in MarTech.

But here's the thing about building great products: it takes great people. Our 1,600+ Optimizers across 12 global offices are curious, collaborative, and refreshingly human. We don't do corporate speak. We do real conversations, big ideas, and genuinely care for the work we make together.

If you want to be part of a team that's shaping the future of marketing technology — and actually enjoys doing it — you're in the right place.

Find us on Instagram: @optimizely

Job Description

Introduction

Optimizely is expanding its global operational capability and is now looking for a Situation Manager / Incident Commander to strengthen our Incident response function. In this role, you will lead real-time command of high-severity incidents across Optimizely’s DXP platform—including CMS, Commerce, PaaS, and cloud hosting in Azure and GCP.

This is a high-impact operational leadership role where you coordinate cross-functional teams, maintain situational awareness, and drive rapid restoration of service for customers across the globe.

Job Responsibilities

• Act as the Incident Commander for high-severity incidents, ensuring fast, structured, and coordinated response.

• Maintain full situational awareness and manage the incident timeline, scope, communications, and decision-making.

• Lead Engineering, SRE, Support, and Customer Success teams through the incident lifecycle.

• Own clear communication to internal stakeholders, including executives, product teams, and customer-facing groups.

• Provide customer-facing status updates during Major Incidents and ensure external communication standards are met.

• Run structured incident bridges, drive focus, and ensure that actions, responsibilities, and follow-ups are clear.

• Ensure accurate incident documentation and support the delivery of Incident Reports, RFO/RCA, and executive summaries.

• Drive continuous improvement of Incident processes, including detection, escalation rules, and communication workflows.

• Contribute to the development of playbooks, runbooks, and automation to reduce MTTR and improve reliability.

• Be part of the global on-call rotation to support 24/7 coverage with a strong focus on EMEA hours.

Qualifications

Knowledge and Experience

• Demonstrated experience as an Incident Commander, Situation Manager, or Incident Lead in SaaS, PaaS, or hosting operations.

• Proven ability to lead cross-functional teams under pressure and make structured, high-quality decisions quickly.

• Deep understanding of operational frameworks such as ITIL Incident Management.

• Strong communication skills, clear, assertive, and calm, capable of handling both technical and non-technical audiences.

• Experience coordinating incidents involving distributed, cloud-based systems (Azure and/or GCP is a plus).

• Strong situational awareness, ability to prioritize signal over noise, and maintain control of high-pressure calls.

• Experience with customer communication during critical events.

• Fluent in English and Swedish.

• Background in Engineering, SRE, or Technical Operations.

• Experience with multi-cloud environments or large-scale global SaaS platforms.

• Experience with Application Insights, Datadog, or similar observability tools.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.