Coveware - Incident response Director (Remote: West Coast / Pacific Time)

Role overview

Lead ransomware incident response operations and improve the experience of organizations recovering from cyberattacks. The role combines direct case involvement with end-to-end customer guidance, operational process improvement, team development, and feedback that can shape response services and supporting products.

Responsibilities

- Handle incident response cases and guide customers from onboarding through case closure. - Keep clients informed about case progress and help them understand the response process. - Conduct negotiations with cybercriminals and oversee related financial operations and settlements. - Coordinate with commercial partners and law enforcement contacts. - Follow and improve operational compliance procedures, case throughput, and internal processes. - Identify recurring bottlenecks and develop process or technology improvements based on operational data and customer feedback. - Contribute hands-on when needed, help build and scale the team, and represent the service to customers or at industry events when appropriate.

Requirements

- Experience in private-sector cyber incident response and incident response operations. - At least one year of management experience, with experience recruiting and building a team. - Ability to balance direct operational work with team leadership and service improvement. - Strong customer communication, project management, and stakeholder coordination skills. - Sound judgment around operational controls, regulations, and policies. - Data-oriented approach to identifying patterns and improving customer experience and team efficiency.

Nice to have

Cybersecurity qualifications or certifications are valued. Experience translating customer and case feedback into product priorities is also relevant.

Benefits and work setup

Candidates must reside on the US West Coast or in the Pacific Time Zone. The listing describes paid time off and holidays, parental leave, health coverage, retirement matching, mental health support, family-building assistance, and professional development resources. Compensation varies by US geographic zone and includes a performance-based bonus.