Director, Security Services Business Operations

Arctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience.

Our mission is simple: End Cyber Risk. We’re looking for a Director, Security Services Business Operations to be part of making this happen.  

About the Role

Lead the transformation and maturation of Security Services into a center of operational excellence while ensuring seamless daily operations across S2. Reporting to the VP of Program Management & Strategic Projects, this strategic role will drive excellence across three critical pillars:

• Business Metrics & Analytics (60%): Drive data-driven decision making through comprehensive performance measurement, predictive analytics, and strategic insights
• Governance & Standards (30%): Implement department-wide project management and operational frameworks while supporting daily operational excellence
• Cultural Leadership & Employee Engagement (10%): Build and sustain a high-performing organizational culture

This role serves as a force multiplier for the leadership team, translating vision into actionable strategies while ensuring both strategic initiatives and daily operations run efficiently.

Primary Responsibilities and Duties

Business Intelligence & Performance Management

• Design and implement a comprehensive business intelligence strategy that provides actionable insights across Security Services operations
• Develop and maintain executive dashboards and KPI frameworks that drive strategic decision-making
• Create predictive models to forecast resource needs, capacity requirements, and operational trends
• Establish metrics that effectively measure:
  • Operational efficiency and service delivery performance
  • Team productivity and utilization
  • Project portfolio health and resource allocation
  • Customer satisfaction and service quality
  • Budget performance and financial metrics
• Partner with data engineering teams to establish data collection methods and ensure data quality
• Create and present executive-level analysis and recommendations based on operational data
• Identify opportunities for operational optimization based on data insights
• Build and manage a data-driven culture where decisions are backed by concrete metrics

Operational Support & Excellence

• Serve as the operational backbone for division-wide activities, ensuring teams have the support and resources needed for daily success
• Coordinate and optimize operational processes across teams to reduce friction and improve efficiency
• Facilitate effective operational meetings and ensure follow-through on action items
• Provide real-time support for critical operational issues and escalations
• Create and maintain standard operating procedures for common workflows
• Identify and implement process improvements based on team feedback and operational data
• Ensure operational alignment between strategic initiatives and daily activities
• Act as a liaison between different teams to coordinate operational needs and requirements

Strategic Leadership & Program Management

• Transform executive vision into scalable operations that deliver consistent, high-quality security services
• Design and implement operational frameworks that promote efficiency, quality, and scalability
• Establish and maintain governance structures, including portfolio management and operational rhythms
• Drive strategic initiatives from conception through successful execution

Cultural Leadership & Team Engagement

• Champion and evolve organizational culture across Security Services
• Create and implement engagement initiatives the reinforce company values and cultural objectives
• Partner with department leaders to ensure cultural alignment across teams
• Build programs to recognize and celebrate team achievements and cultural contributions
• Foster an environment of open communication, collaboration, and continuous improvement

Key Skills

• Strategic Thinking: Ability to translate complex technical concepts into actionable business strategies
• Operational Excellence: Deep understanding of operational frameworks and best practices
• Leadership: Proven ability to influence and lead through organizational change
• Analytics: Strong data analysis and insights generation capabilities
• Communication: Excellence in stakeholder management and executive communication
• Execution: Track record of delivering results in fast-paced environments

Key Competencies

• Demonstrated ability to balance strategic thinking with tactical execution
• Results-oriented mindset with strong problem-solving capabilities
• Change agent who can drive operational transformation
• Collaborative leader who builds strong partnerships across functions
• Passionate about creating scalable, efficient operations

Minimum Qualifications

• Bachelor's degree in Cybersecurity, Computer Science, IT, Engineering, or related field plus 8+ years cybersecurity experience; or 10+ years cybersecurity experience without degree
• 7+ years business or executive management experience, including operations management consulting
• 5+ years leadership experience managing cross-functional teams
• Proven track record implementing operational excellence programs and strategic initiatives
• Strong background in data analysis and performance metrics

Experience with budget management and resource optimization

About Arctic Wolf 

At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally. We’ve been named one of the 50 Most Innovative Companies in the world for 2022 (Fast Company)—and the 2nd Most Innovative Security Company. This is in addition to consecutive awards from Top Workplace USA (2021, 2022), Best Places to Work - USA (2021, 2022) and Great Place to Work - Canada (2021, 2022). 

Our Values 

Arctic 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 employees 

·         Bonus or commission pay based on role 

·         Flexible time off, paid volunteer days and paid parental leave 

·         401k match

·         Medical, Dental, and Vision insurance 

·         Health Savings and Flexible Spending Agreement 

·         Voluntary Legal Insurance 

·         Training and career development programs 

Arctic 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 recruiting@arcticwolf.com. 

Security Requirements 

• Conducts 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.