Director, Quality and Performance
Sophos
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $158,000 - $264,000 per year
Job Level
About the role
- Lead the global Quality & Performance organization, which includes Quality Assurance, Training, Documentation, and Process Optimization teams.
- Drive measurable improvements in SOC consistency, efficiency, and operational excellence across all regions.
- Establish, own, and continuously improve the quality framework, ensuring service delivery aligns with internal standards, customer expectations, and organizational commitments.
- Oversee development, distribution, and maintenance of SOC training programs, ensuring analysts worldwide are fully prepared and equipped.
- Ensure SOC documentation is complete, current, consistent, and aligned with defined standards; implement a documentation governance cadence.
- Lead process improvement initiatives focused on efficiency, standardization, and operational maturity across all SOC functions.
- Partner with leaders across Incident Response, Threat Operations, Health & Visibility, and departments outside of security operations to ensure cross-functional adoption of improved processes and training.
- Run performance improvement campaigns, including baselining metrics, identifying gaps, executing experiments, and iterating based on measurable outcomes.
- Build a sustainable program for continuous process updates, experimentation, and innovation to strengthen SOC performance.
- Track, analyze, and report on key quality, training, process, and performance metrics for leadership visibility.
- Proactively identify, assess, and manage operational and procedural risks across SOC processes, ensuring safe, consistent, and resilient execution while maintaining strong governance around automation and AI‑enabled improvements.
Requirements
- Demonstrated experience leading quality, training, or operational excellence programs within a technical or SOC environment.
- Strong background in driving organizational change and influencing cross-functional teams.
- Expertise in building and managing quality assurance frameworks and process-improvement methodologies.
- Proven ability to create structured training programs, documentation standards, and continuous improvement cycles.
- Exceptional communication and stakeholder‑management skills, with the ability to simplify complexity and drive alignment.
- Analytical mindset with comfort around metrics, KPIs, operational baselines, and performance reporting.
- Experience enabling global teams and working across diverse time zones and operational models.
Benefits
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
- Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assuranceprocess improvementtraining program developmentdocumentation standardsoperational excellencemetrics analysisKPI reportingcontinuous improvement methodologiesrisk managementautomation
Soft Skills
leadershipcommunicationstakeholder managementorganizational changeinfluencinganalytical mindsetcross-functional collaborationproblem-solvingsimplifying complexityglobal team enablement