Lead the global Quality & Performance organization for the SOC, overseeing QA, Training, Documentation, and Process Optimization. Build frameworks, drive standardization and process improvements, integrate AI/automation with governance, run performance campaigns, track KPIs, partner cross-functionally, and manage operational risks to improve global consistency, efficiency, and service delivery.
About Us
Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
The Director of Quality and Performance is a senior leader responsible for elevating global consistency, efficiency, and operational excellence across the Security Operations Center (SOC). This role oversees four core functions: Quality Assurance, Training, Documentation, and Process Optimization, and integrates them into a unified performance engine that strengthens service delivery across all regions.
This leader builds and drives the frameworks, standards, and programs that ensure analysts are well trained, processes are optimized, documentation is complete and consistent, and quality outcomes are measurable and continuously improving. While grounded in proven operational practices, the Director thoughtfully incorporates automation and AI‑enabled insights to improve consistency, streamline workflows, and enhance analyst effectiveness; ensuring technology is applied with strong governance and trusted outcomes.
Working closely with leaders across Incident Response, Threat Operations, and Health & Visibility, the Director fosters alignment, drives adoption of best practices, and leads organization‑wide improvement initiatives that deliver measurable, repeatable, and sustainable gains across the SOC.
Success in this role requires a strategic thinker who can operationalize change at scale, influence cross‑functional teams, and build systems that strengthen quality, efficiency, and global consistency, leveraging emerging AI solutions where appropriate to support superior service delivery. While proactively identifying, mitigating, and managing operational and procedural risks to ensure safe, consistent, and resilient execution across the SOC.
What You Will Do
- Lead the global Quality & Performance organization, which includes Quality Assurance, Training, Documentation, and Process Optimization teams.
- Drive measurable improvements in SOC consistency, efficiency, and operational excellence across all regions.
- Establish, own, and continuously improve the quality framework, ensuring service delivery aligns with internal standards, customer expectations, and organizational commitments.
- Oversee development, distribution, and maintenance of SOC training programs, ensuring analysts worldwide are fully prepared and equipped.
- Ensure SOC documentation is complete, current, consistent, and aligned with defined standards; implement a documentation governance cadence.
- Lead process improvement initiatives focused on efficiency, standardization, and operational maturity across all SOC functions.
- Partner with leaders across Incident Response, Threat Operations, Health & Visibility, and departments outside of security operations to ensure cross-functional adoption of improved processes and training.
- Run performance improvement campaigns, including baselining metrics, identifying gaps, executing experiments, and iterating based on measurable outcomes.
- Build a sustainable program for continuous process updates, experimentation, and innovation to strengthen SOC performance.
- Track, analyze, and report on key quality, training, process, and performance metrics for leadership visibility.
- Proactively identify, assess, and manage operational and procedural risks across SOC processes, ensuring safe, consistent, and resilient execution while maintaining strong governance around automation and AI‑enabled improvements.
What You Will Bring
- Demonstrated experience leading quality, training, or operational excellence programs within a technical or SOC environment.
- Strong background in driving organizational change and influencing cross-functional teams.
- Expertise in building and managing quality assurance frameworks and process-improvement methodologies.
- Proven ability to create structured training programs, documentation standards, and continuous improvement cycles.
- Exceptional communication and stakeholder‑management skills, with the ability to simplify complexity and drive alignment.
- Analytical mindset with comfort around metrics, KPIs, operational baselines, and performance reporting.
- Experience enabling global teams and working across diverse time zones and operational models.
In the United States, the base salary for this role ranges from $158,000 to $264,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.
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Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos
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