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Manager, Customer Security and Compliance

Date posted 03/30/2020 Requisition Number: 253370BR Location: United States - Connecticut - Stamford Area of Interest: Customer Operations Position Type: Full Time
JOB SUMMARY
Manages a team of Customer Operations Security and Compliance analysts. Reports to Senior Director, Customer Operations Security and Compliance. Partners with IT, Credit & Shared Services, Legal, and Security teams to manage customer data protection initiatives and respond to security incidents, representing the customer viewpoint. Implements operational security standards and processes. Oversees projects that implement the strategy for customer / agent security. 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.

MAJOR DUTIES AND RESPONSIBILITIES

Manage team of Customer Security and Compliance individual contributors
  • Manage a team of analysts dedicated to Customer Security and Compliance
  • Manage the execution of programs to regularly evaluate Customer Service Representatives on their compliance to security processes
Incident Response
  • 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
  • Communicate incidents and customer impacts to Customer Operations Security and Compliance Senior Director
  • Conduct post mortems after each incident to identify continuous improvement opportunities
Training and Communication
  • Develop staff capabilities within Customer Operations Security and Compliance team
  • Manages metrics and reporting program and provides direction to Analysts and Senior Analysts responsible for developing reporting & project deliverables
  • Delivers reporting on Customer Operations Security and Compliance programs to Senior Director, Customer Operations Security and Compliance
  • Collaborate with corporate legal department to ensure that all legal and regulatory requirements are identified and incorporated into applicable training programs and courses
Project Management
  • Report on associated operating and capital budgets for security initiatives to Senior Director, Customer Operations and Security
  • 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
  • Identify project risks and issues, and work cross-functionally to develop and implement mitigation strategies
  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Develops the program strategy, supporting business case and various high-level project plans.
  • Ensures integration of projects and adjusts project scope, timing, and budgets as needed, based on the needs of the business. May also coordinate with multiple project managers to assemble overall program plan.
  • Accountable for plans and teamwork assignments, directing work efforts, reviewing integrated project plans, escalating and communicating resource needs, ensuring completion of quality reviews, and driving the resolution of issues as appropriate.
  • Communicates with leadership and other stakeholders on program strategy, direction and changes.
  • Responsible for delivering all projects contained in the project portfolio on time, within budget and meeting the strategic and business requirements.
  • Partners with senior leadership of the business community to identify and prioritize opportunities to achieve the goals of the enterprise.
  • Mentors team of individuals executing various initiatives
  • Compliance Management
  • Support modifications to Terms/Conditions initiated by program & product teams
  • Manage ongoing process improvements to online contracts as single source of truth for enterprise


REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

Position requires in-depth knowledge of network/cyber security and social engineering threats
Thorough knowledge of call center operations
Regulatory and Compliance experience required
Ability to work independently with no supervision and guidance
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to define key performance indicators/metrics
Ability to effectively analyze and interpret data
Ability to show judgement and initiative to accomplish job duties
Ability to document, prepare, and deliver data-driven presentations
Ability to communicate with all levels of management and company personnel
Ability to influence internal and external key stakeholders and build consensus
Ability to make decisions and solve problems while working under pressure
Ability to develop strong working relationships with peers and project members
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Ability to provide leadership and direction to cross-functional and virtual teams
Ability to drive results within a matrixed organization
Superb ability to oversee and manage large, complex, diverse and strategic projects that impact the organization as a whole
Excellent ability in implementing program and project plans and monitor progress, resource usage and quality
Advanced understanding and ability to manage complex program and project budgets
Advanced knowledge in conducting risk assessments and developing plans for eliminating or mitigating the risks identified
Position requires in-depth knowledge of network/cyber security and social engineering threats
Regulatory and Compliance experience required
Thorough knowledge of call center operations

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

Related Work Experience
4-6 Years - Security or Compliance experience within heavily-regulated industries such as Telecommunications, Healthcare, and/or Financial
4-6 Years - Leadership and Management experience
4-6 Years - Experience in IT, Security or Call Center Operations


WORKING CONDITIONS
Office environment
Some Travel required

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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