Director, Quality and Performance

Role Overview

• 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.

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 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.

Benefits

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
• 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