About this role
Job title: Vice President, Concierge Security
About the Role We’re seeking a strategic, customer-obsessed leader to transform and scale our Cybersecurity Concierge function. As Vice President, Concierge Security, you will define and operate a next-generation concierge model—delivering a premium, high-touch experience that drives measurable security outcomes for customers of all sizes.
What You'll Do
- Strategic Leadership & Transformation: Define and execute the vision for a scalable, global concierge program. Modernize operations using AI, automation, and predictive analytics. Partner cross-functionally to enhance customer experience and outcomes.
- Customer & Executive Engagement: Act as a trusted advisor to senior customer stakeholders. Lead executive briefings, escalations, and crisis communications. Build long-term relationships that drive trust and retention.
- Operational Excellence & Delivery: Establish KPIs to improve response times, customer satisfaction, and retention. Drive data-driven decision-making and continuous improvement. Maintain a high-touch, white-glove service at scale.
- Incident & Escalation Leadership: Oversee coordination of incident response across internal teams. Ensure rapid, effective engagement during critical customer events. Translate post-incident insights into operational improvements.
- Team Leadership & Collaboration: Build and develop high-performing, customer-facing security teams. Foster a culture of accountability, innovation, and excellence. Act as the voice of the customer across Product, Sales, and Security teams.
What We're Looking For
- 12+ years in cybersecurity or security operations.
- 7+ years leading customer-facing teams.
- Proven success scaling service operations and driving transformation.
- Expertise in SOC operations, incident response, and security tools.
- Experience with cloud security and modern architectures.
- Ability to communicate complex technical concepts to executive audiences.
- Leadership with executive presence and crisis leadership skills; highly collaborative and metrics-driven.
- Track record of leveraging AI and emerging technologies to improve outcomes.
Nice to Have
- Experience in cybersecurity SaaS, MSSP, or global technology services environments.
- Familiarity with security frameworks such as NIST, ISO 27001, and SOC2.
- MBA or cybersecurity certifications a plus.
- Experience implementing AI-driven support models, workflow automation, and/or predictive analytics programs.
Compensation & Benefits
- Salary not disclosed in the posting.