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 SummaryWe'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 SOC2.
- MBA or cybersecurity certifications (CISSP, CISM, GIAC) a plus.
- Experience implementing AI-driven support models, workflow automation, and/or predictive analytics programs.
All wolves receive compelling compensation and benefits packages, including:
• Equity for all employees
• Flexible time off and paid volunteer days
• RRSP and 401k match
• Training and career development programs
• Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
• Robust Employee Assistance Program (EAP) with mental health services
• Fertility support and paid parental leave
The base salary range for this job family is 218,000 to 326,000 USD annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.
