Director, Quality and Performance

Sophos

9d•$158,000 - $264,000•Remote

About The Position

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 AIâenabled 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 organizationâwide 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 crossâfunctional 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.

Requirements

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 stakeholderâmanagement 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.

Responsibilities

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 AIâenabled improvements.