Director, GSOC Delivery and Advisory

HiveWatch • El Segundo, CA

8d

About The Position

HiveWatch is seeking a Director, Delivery and Advisory to reimagine and scale our security operations center function. This is an opportunity to help redefine what a modern, technology-enabled GSOC looks like - not by copying legacy security models, but by challenging them and building something better.

This role is designed for a strategic, hands-on operator who is comfortable questioning “how it’s always been done” and replacing it with smarter, more scalable approaches that focus on providing complicated oversight to customers that vary in size, scope, demand, and culture. You’ll bring structure, vision, and operational rigor to complex, high-stakes environments while actively pushing the organization to think differently about people, process, and technology. You’ll oversee a number of GSOC teams end-to-end and serve as a steady, senior presence during critical incidents and client escalations.

While you’ll be deeply grounded in the realities of 24/7 security operations, your mandate extends beyond day-to-day execution. You’ll design new programs, develop future GSOC managers and leaders, and define what operational excellence looks like as HiveWatch continues to expand its footprint.

You’ll bring real-world operational insight into how we build, sell, and deliver our technology to our customers. This will come about by owning relationships, being an advisor-consultant to lead customers to build their security programs around HiveWatch, and help them work through the change management that drives stickiness in our product and services so that they can see real value. In addition, you’ll also work closely with our internal product, implementation, and customer success teams to drive insights and help us continually improve..

Requirements

• 10+ years of experience leading complex, 24/7 operational teams in security operations, multi-client managed services, GSOC environments, or adjacent service-driven functions such as call center operations, SaaS customer support, or other high-volume, high-stakes service organizations
• Strong client-facing experience, including executive communication and incident management
• Demonstrated ability to build programs, processes, and teams in ambiguous, fast-growing environments
• Experience overseeing multiple centers or shared services models

Nice To Haves

• Thrive in environments where things “get crazy” and leadership presence matters
• Balance strategic thinking with hands-on operational awareness
• Strong instincts for people development and team building
• Take pride in building systems that make others successful
• Think ahead to what GSOC operations will need six to twelve months from now

Responsibilities

• Own end-to-end oversight of HIveWatch’s Security Operations Center programs. You’ll ensure consistent service quality, reliability, and operational excellence across both dedicated and shared-model security operations center environments
• Evolve SOPs, workflows, escalation paths, and incident response protocols across multiple distinct GSOCs
• Serve as a senior escalation point during critical incidents, client issues, or operational disruptions
• Ensure operations consistently meet contractual obligations, SLAs, and customer expectations
• Prepare, and explain, data about client’s programs, performance, and insights that HiveWatch surfaces.
• Lead hiring, onboarding, training, and development for GSOC leadership and team members
• Build scalable contact center-style training programs, role-based enablement, and ongoing skills development
• Set clear performance expectations, career paths, and development plans for the team
• Partner with People Operations on employee relations and performance management
• Establish a calm, accountable, and high-performing culture in high-pressure environments
• Act as a senior client-facing leader for GSOC-related engagements, including escalations, incident reviews, and ongoing relationship management
• Communicate clearly and confidently with customers during high-stress situations
• Partner with customers to drive continuous improvement in GSOC service delivery and outcomes
• Help customers think through how to design and improve their programs - both formally and informally - and be the subject matter expert that they can lean on for ideas, thoughts, and working through complex problems
• Develop reporting and metrics to track performance, efficiency, quality, and client outcomes
• Establish dashboards, KPIs, and regular business reviews to drive insight and accountability
• Bring structure and project management rigor to complex, cross-functional initiatives
• Work closely with Sales, Implementation, Product, Engineering, and Customer Success to support onboarding, deployments, and expansions
• Provide operational input into sales cycles to ensure feasibility, readiness, and alignment
• Serve as the voice of GSOC operations in product and technology discussions
• Ensure vendor accountability, performance management, and alignment with HiveWatch standards

Benefits

• Comprehensive health coverage: medical, dental, vision, and life insurance
• Cutting-edge work in an emerging field with huge growth potential
• Competitive compensation packages designed to reward top talent
• A modern, newly renovated HQ right on Main Street in El Segundo, CA
• 401(k) with a 4% company match to help you invest in your future (match launches in 2026)
• Flexible paid time off so you can recharge when you need it
• Additional benefits include ClassPass credits and a discount on pet insurance
• A family-friendly, compassionate culture that values balance and belonging

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed