Vice President, ConciergeAt Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Join a company that's not only leading, but also shaping, the future of security operations.Our mission is simple: End Cyber Risk. We're looking for a Vice President, Concierge to be part of making that happen. The Director, Concierge Services plans and directs all aspects of Service delivery for their geography.Location Requirement: Candidates must be based within reasonable commuting distance of one of our Security Operations Centers (SOCs), located in San Antonio, TX; Eden Prairie, MN; Pleasant Grove, UT; or Waterloo, ON.Role SummaryWe're looking for a strategic, customer-obsessed leader to transform and scale our Cybersecurity Concierge function. As VP, Concierge Services, you will deliver a premium, high-touch experience that drives measurable security outcomes for customers of all sizes.As a Vice President, Concierge Security, you will:Strategic Leadership & TransformationDefine and execute the vision for a scalable, global concierge programModernize operations using AI, automation, and predictive analyticsPartner cross-functionally to enhance customer experience and outcomesCustomer & Executive EngagementAct as a trusted advisor to senior customer stakeholders (CISOs, CIOs)Lead executive briefings, escalations, and crisis communicationsBuild long-term relationships that drive trust and retentionOperational Excellence & DeliveryEstablish KPIs to improve response times, customer satisfaction, and retentionDrive data-driven decision-making and continuous improvementMaintain a high-touch, white-glove service at scaleIncident & Escalation LeadershipOversee coordination of incident response across internal teamsEnsure rapid, effective engagement during critical customer eventsTranslate post-incident insights into operational improvementsTeam Leadership & CollaborationBuild and develop high-performing, customer-facing security teamsFoster a culture of accountability, innovation, and excellenceAct as the voice of the customer across Product, Sales, and Security teamsRequired Skills and Experience:12+ years in cybersecurity or security operations7+ years leading customer-facing teamsProven success scaling service operations and driving transformationExpertiseStrong knowledge of SOC operations, incident response, and security tools (SIEM, SOAR, EDR/XDR)Experience with cloud security and modern architecturesAbility to communicate complex technical concepts to executive audiencesLeadershipExecutive presence and crisis leadership skillsHighly collaborative and metrics-drivenTrack record of leveraging AI and emerging technologies to improve outcomesPreferred Qualifications: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 (CISSP, CISM, GIAC) a plus.Experience implementing AI-driven support models, workflow automation, and/or predictive analytics programs.About Arctic WolfAt Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture.
This is reflected in our multiple awards, including Top Workplace USA ), Best Places to Work – USA ), Great Place to Work – Canada ), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 7,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry.Our ValuesArctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people's and organizations' sensitive data and seeking to end cyber risk—we get to work in an industry that is fundamental to the greater good.We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance.
See more about our Pack Unity here.We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.All wolves receive compelling compensation and benefits packages, including:Equity for all employeesFlexible time off and paid volunteer daysRRSP and 401k matchTraining and career development programsComprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added servicesRobust Employee Assistance Program (EAP) with mental health servicesFertility support and paid parental leaveArctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire employee experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodations by emailing RequirementsConducts duties and responsibilities in accordance with AWN's Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).Background checks are required for this position.This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations ("EAR").
Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these laws and regulations.The base salary range for this job family is 218,000 to 326,000 USD annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.