Critical Situation Manager (SaaS)

TL;DR

Critical Situation Manager (SaaS): Leading high-impact customer challenges and crisis responses with an accent on coordination, communication, and technical problem-solving. Focus on driving resolution, managing cross-functional stakeholders, and implementing continuous improvement processes to enhance organizational resilience.

Location: Must be based in or able to work from Barcelona, Spain (Hybrid)

Company

hirify.global is a global leader in data integration, governance, and analytics, leveraging AI/ML to help over 40,000 customers transform complex data into actionable insights.

What you will do

• Act as the central coordinator during high-impact customer incidents to ensure structured and effective responses.
• Maintain transparent and timely communication with customers and internal stakeholders throughout the resolution process.
• Align cross-functional teams including engineering, support, and leadership to accelerate issue resolution.
• Lead post-incident reviews to translate lessons learned into meaningful process improvements.
• Develop and evolve crisis management plans to strengthen organizational readiness.
• Provide training and awareness initiatives to empower teams to respond effectively under pressure.

Requirements

• 10+ years of experience in crisis management, escalation management, or a related field.
• Strong technical literacy with experience in cloud, SaaS, or enterprise software environments.
• Proven ability to manage high-pressure situations with sound decision-making.
• Excellent communication and stakeholder management skills, comfortable working with senior leadership.
• Experience leading cross-functional initiatives and influencing without direct authority.
• Proactive, solution-oriented mindset with strong attention to detail.

Culture & Benefits

• Genuine career progression pathways and mentoring programs.
• Culture of innovation, technology, collaboration, and openness.
• Flexible, diverse, and international work environment.
• Corporate responsibility programs including dedicated time for giving back and personal development.