Sr Dir, Customer Security & Compliance

Jun 14, 2018
Jun 15, 2018
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
The Sr. Director, Customer Security & Compliance is responsible for Customer Operations processes and technology initiatives to comply with customer privacy and regulatory requirements and ensure the security of our customers against social engineering threats. Partners with IT Security, Network Security, Legal Privacy Counsel, and Physical Security teams to manage proactive social engineering tests and respond to security incidents, representing the customer viewpoint. Leads technology projects and business processes to optimize both the customer experience and customer security. Implements operational security standards and is responsible for keeping the front line workforce educated on security threats and compliant with regulatory requirements. The ideal candidate has strong experience in cyber/network security, call center operations, and is customer-centric. This person must have the ability to apply legal and risk guidance in a manner that simultaneously balances mitigating security threats with effortless customer experience.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Analyze security threats and compliance gaps and define customer-centric solutions

Work with technology partners to develop and implement customer security solutions, applying both waterfall and agile development models

Develop business rules, policy, and processes that ensure Customer Operation's compliance to legal and regulatory requirements

Work proactively with IT Security, Network Security, Audit, and 3rd Party vendors to conduct regular social engineering tests and quality assessments to identify process and technology potential risks

Engage Legal Privacy Counsel to seek guidance on potential risks to help define and prioritize mitigation efforts

Partner with IT to maintain a list of critical customer data systems that require IT penetration testing and review the results of regular testing

Develop Customer Service Representative (CSR) quality metrics and reporting; lead the implementation of programs to regularly evaluate CSRs on their compliance to security processes

Author and maintain the Customer Operations Customer Security Incident response playbook

Engage in incident response with IT Security and Network Security 24/7, as needed

Manage communications to customers for high priority incidents

Provide regular briefings and report on incidents and customer impacts to Customer Operations Senior Management

Conduct post mortems after each incident to identify continuous improvement opportunities

Partner with operational process and training teams to deploy training on security procedures

Develop and recommend training and communication strategies and modalities required to disseminate compliance policies and procedures, and/or implementation of new or enhanced tools and technologies

Verify that all firm and regulatory policies and procedures have been documented, implemented, and communicated

Collaborate with corporate legal department to ensure that all legal and regulatory requirements are identified and incorporated into applicable training programs and courses

Serve as an expert on customer security threats and technology

Manage a small team of managers and analysts dedicated to Customer Security

Ensure security initiatives fall within established operating and capital budgets

Apply project management skill set and work cross-functionally to drive and schedule the activities of technical and operational teams developing software, process improvements and communication solutions

Performs other duties as required

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Position requires in-depth knowledge of network/cyber security and social engineering threats
Thorough knowledge of call center operations
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Ability to prioritize and organize effectively
Ability to document, prepare, and deliver data-driven presentations
Ability to influence internal and external key stakeholders and build consensus
Ability to develop strong working relationships with peers and project members
Ability to provide leadership and direction to cross-functional and virtual teams
Ability to communicate with all levels of management and company personnel
Ability to make decisions and solve problems while working under pressure
Ability to drive results within a matrixed organization
Excellent written and verbal communications skills
Independent thinker
Technically savvy

BA/BS required in a related field (Cyber Security, Information Technology, Customer Science, MIS) or equivalent experience; Master's preferred
Security certification such as CPP, CISSP, GIAC or similar

Related Work Experience Number of Years
Experience in IT, Security or Call Center Operations 10+
Leadership and management experience 5+
Security or Compliance experience within heavily-regulated industries
such as Telecommunications, Healthcare, and/or Financial 5+


Office environment
Some Travel required

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

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