Senior Manager, SOC Tier 1

Internal job posting for current 360 Privacy employees only. Only internal applicants will be considered.

The SOC Tier 1 Manager is responsible for the overall team performance, quality, and operational efficiency of the SOC Tier 1 team. This role serves as the primary point of contact between the SOC Tier 1 team and HR for hiring requirements and CX for onboarding new clients. The SOC Tier 1 Manager balances strategic oversight with hands‑on involvement across hiring, quality assurance, training, and day‑to‑day operations.

• Own team performance outcomes across all Team Leads and DPAs
• Own capacity planning, staffing and workload balancing
• Own QA systems, training effectiveness, and output consistency
• Own SLA performance and operational reliability across teams
• Primary for new enrollment confirmation, PII updates and CX communication regarding client data
• Primary for QA checks on front end processes that include tech automation and manual analyst work

The SOC Tier 1 Manager acts as the first line of contact with the HR team on all SOC Tier 1 related matters and plays an active role in growing and maintaining the team.

• Serves as hiring manager for all SOC Tier 1 roles, owning the recruitment and selection process
• Manages the team PTO calendar in coordination with Team Leads to ensure adequate coverage
• Monitors total SOC Tier 1 bandwidth on a weekly basis, including queue load analysis and output calculations to identify hiring needs
• Supports feedback and coaching sessions as well as handling performance-related issues in partnership with Team Leads; provides support to Team Leads during formal performance review cycles

The SOC Tier 1 Manager is accountable for the quality standards of the team, ensuring consistency across new hires and tenured staff alike.

• Conducts final QA review on all trainees upon completion of onboarding
• Maintains and updates QA rubrics to reflect current standards and expectations
• Coordinates quarterly spot check work with Team Leads and reviews outcomes
• Performs ongoing unknown scan queue reviews for newly discovered data brokers
• Oversees Scraper QA to ensure accuracy and reliability

The SOC Tier 1 Manager is responsible for the continuous development of the team and the integrity of internal knowledge resources.

• Designs and leads training sessions, including lunch and learns, targeting identified areas of weakness and major process changes as coordinated with the Director
• Builds and maintains knowledge base documents for internal use and cross‑departmental informational sharing
• Ensures training materials remain current and accessible to all relevant team members

The SOC Tier 1 Manager ensures the team operates efficiently, priorities are clearly communicated, and cross‑functional relationships are well‑managed.

• Ensures priority tasks are properly delegated and completed, with weekly check‑ins to confirm progress as required
• Serves as the first line filter for CX and Sales teams on SOC Tier 1 related issues and questions, coordinating with the CX SOC Enable Lead and providing timely and accurate responses
• Manages required tools and third‑party applications used by the SOC Tier 1 team, ensuring availability and functionality
• Establishes and maintains structured feedback loops with Team Leads and DPAs to identify recurring operational issues, workflow friction, tooling gaps, and improvement opportunities; synthesizes findings and escalates systemic issues and recommendations to the Operations Directo

The SOC Tier 1 Manager contributes to a positive and productive work environment by supporting team morale and managing logistical needs.

• Champions quality of life improvements for DPAs, identifying, advocating, and escalating enhancements to daily workflows
• Manages office supply inventory and fulfills office requests as needed

• Owns staffing, capacity allocation, and team performance decisions
• Can…