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Wealthsimple, Canada's leading financial innovator serving 4+ million Canadians with $155B+ in assets under administration, is seeking a Senior Specialist in Incident Response to lead high-stakes crisis management and communications.
In this role, you will be the calm center during major, complex, or reputation-sensitive incidents. You'll take command of ambiguous situations, translate technical chaos into clear client and executive communication, and lead a team of Incident Response Specialists to raise the bar for crisis execution across the business.
Key responsibilities include:
- Deliver proactive, cadence-based briefs to senior leaders while authoring clear, transparent external communications (status pages, app/web banners, client emails) in the Wealthsimple voice
- Bridge engineering and business perspectives, translating system logs, error codes, and technical root causes into plain-language client and business impact statements
- Identify when Legal or Compliance review is required during crises and seamlessly integrate regulatory checks into response workflows
- Serve as chief editor for team communications, establishing playbooks and writing standards ensuring accuracy, speed, and empathy under real-time pressure
- Build a culture of psychological safety, calm, and focus—shielding responders from external noise while keeping stakeholders aligned
- Rapidly identify and engage necessary cross-functional stakeholders (Engineering, Product, CX, Legal, Risk), anticipating downstream friction
- Navigate high-severity situations with confidence, managing executive expectations without distracting active responders
- Partner with Data Science to quantify incident impact and lead post-incident reviews driving root-cause remediation and long-term customer experience improvements
Requirements:
- 5+ years in major incident response, crisis communications, or technical service operations within fintech, high-growth SaaS, or fast-paced digital product environments
- Proven track record leading live-fire, SEV-1/P0 operational crises from inception to resolution
- Rapid, decisive judgment under pressure with strong bias for action; ability to make high-stakes decisions with incomplete information
- Exceptional crisis communications and translation skills; ability to digest raw system telemetry and translate technical chaos into clear, empathetic client messaging and concise executive updates in real time
- Tech-native and async-first operational fluency; deep familiarity with modern tech workflows (Slack, Notion, linear incident bots) and ability to thrive in fast, distributed environments
- Cross-functional network thinking; ability to intuitively map organizational ripple effects and rapidly engage right stakeholders
- Comfort with ambiguity and chaos; ability to stay composed when there is no playbook and bring immediate structure, clarity, and psychological safety to high-stakes events
Nice to have:
- Educational background or formal training in Communications, Public Relations, Journalism, Legal Studies, or related discipline (or equivalent practical crisis communications experience)
- Incident tooling fluency (PagerDuty, Rootly, Datadog, Preset, SQL)
- Risk intuition for compliance, legal, and reputational risk within regulated financial institutions
- Bilingualism (English and French)
