Job Overview
Location
NAMER
Job Type
Full-time
Category
Operations
Date Posted
April 11, 2026
Full Job Description
đź“‹ Description
- • As a Senior Program Manager for Incident Management at Zapier, you will own the end-to-end incident management program for the Product and Engineering organization, driving response, post-incident learning, and systemic improvements while reporting to the Director of Engineering for Internal Platforms & Infrastructure.
- • You will design, evolve, and govern incident processes, build AI-powered tools for automation (such as summarization, severity classification, and root cause analysis), and ensure workflows are consistent, auditable, and aligned with enterprise expectations across the Build organization.
- • You will partner with engineering, support, security, and GTM teams to strengthen practices, surface systemic issues, drive root-cause solutions, and maintain data-driven reporting using Databricks, Looker, and related tools to translate insights into action.
- • You will coach responders, maintain documentation and playbooks, facilitate retrospectives, and step into incident response roles when needed to gain firsthand experience and continuously improve the program’s effectiveness and resilience.
🎯 Requirements
- • Deep experience building and leading incident response programs, post-incident processes, SRE practices, or reliability-focused work, including 0-to-1 initiative experience such as defining standards and training responders.
- • Proven ability to create repeatable AI-powered systems (workflows, agents, copilots, or automation) that fundamentally change how work gets done, using AI-native tools as default and measuring impact on velocity, quality, or capacity.
- • Strong systems mindset with the ability to influence without authority, build cross-functional coalitions, and drive change across engineering, support, security, and GTM by anticipating resistance and adapting approaches.
- • Technical empathy to engage with engineers and product leaders on observability (logs, metrics, traces), SLOs, and thresholds, and comfort working directly with data tools like Databricks and SQL for reporting and analysis.
- • Experience working effectively in a 100% remote environment, with proactive communication, clear writing, and judgment about when to use async versus synchronous collaboration.
🏖️ Benefits
- • Opportunity to shape and scale an incident management program at a fast-growing, mission-driven company expanding into the enterprise market.
- • Access to modern tooling including incident.io, PagerDuty, Slack, Databricks, Looker, Datadog, AWS, Kubernetes, and GitLab to build and refine systems.
- • Autonomy to innovate with AI, experimenting and operationalizing tools like Claude Code or Cursor to create durable, compounding capabilities.
- • Role based in North, Central, or South America (NAMER) with full remote flexibility as part of Zapier’s distributed workforce.
- • Clear path to impact: reduced incident frequency, faster resolution times, higher stakeholder confidence, and increased operational maturity across engineering teams.
Skills & Technologies
About Zapier Inc.
Zapier Inc. operates a cloud-based automation platform that connects over 6,000 web applications, enabling users to build workflows without coding. The service triggers actions across apps when predefined events occur, streamlining repetitive tasks for businesses and individuals. Founded in 2011, it offers tiered subscription plans, supports multi-step automations, and provides tools for data formatting, filtering, and conditional logic. Revenue comes from SaaS subscriptions, targeting small to mid-size companies seeking to integrate disparate software systems efficiently.
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