Vice President, Concierge Security

At 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. Our impact speaks for itself: we've earned recognition on the
** Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60
** lists, and we recently took home the
** 2024 CRN Products of the Year
** award. We’re proud to be named a
** Leader
* * in the
** IDC Market Scape
** for Worldwide Managed Detection and Response Services and earning a
** Customers' Choice
** distinction from
** Gartner Peer Insights**. Our
** Aurora Platform
** also received
** CRN’s Products of the Year
** award in the inaugural
** Security Operations Platform
** category. 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 Summary
** We’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.

You’ll define and operationalize a next-generation concierge model—leveraging AI, automation, and data-driven insights—to improve customer value, accelerate response, and strengthen trust. This role blends executive customer engagement, operational excellence, and transformation leadership to elevate both service quality and business impact.
** As a Vice President, Concierge Security, you will:
**** Strategic Leadership & Transformation
*** Define and execute the vision for a scalable, global concierge program
* Modernize operations using AI, automation, and predictive analytics
* Partner cross-functionally to enhance customer experience and outcomes
** Customer & Executive Engagement
*** Act as a trusted advisor to senior customer stakeholders (CISOs, CIOs)
* Lead executive briefings, escalations, and crisis communications
* Build long-term relationships that drive trust and retention
** Operational Excellence & Delivery
*** Establish KPIs to improve response times, customer satisfaction, and retention
* Drive data-driven decision-making and continuous improvement
* Maintain a high-touch, white-glove service at scale
** Incident & Escalation Leadership
*** Oversee coordination of incident response across internal teams
* Ensure rapid, effective engagement during critical customer events
* Translate post-incident insights into operational improvements
** Team Leadership & Collaboration
*** Build and develop high-performing, customer-facing security teams
* Foster a culture of accountability, innovation, and excellence
* Act as the voice of the customer across Product, Sales, and Security teams
** Required

Skills and Experience:

*** 12+ years in cybersecurity or security operations
* 7+ years leading customer-facing teams
* Proven success scaling service operations and driving transformation
** Expertise
* ** Strong knowledge of SOC operations, incident response, and security tools (SIEM, SOAR, EDR/XDR)
* Experience with cloud security and modern architectures
* Ability to communicate complex technical concepts to executive audiences
** Leadership
* ** Executive presence and crisis leadership skills
* Highly collaborative and metrics-driven
* Track record of leveraging AI and emerging technologies to improve outcomes
*
* Preferred Qualifications:

*** Experience in cybersecurity SaaS, MSSP, or global technology services environments.
* Familiarity with security frameworks such as NIST, ISO 27001, and SOC
2.
* MBA or cybersecurity certifications (CISSP, CISM, GIAC) a plus.
* Experience implementing AI-driven support models, workflow automation, and/or predictive analytics…