Sophos | Hiring | Manager – Data Quality and Operations Team | Dallas, TX | BigDataKB.com | 5 Oct 2022

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com

Role Summary

You will be responsible for two key functional areas: Data Quality and Operations. You will be supported by a team of Data Analysts responsible for maintaining and executing data strategy, management and governance. The Operations function comprises a team of Case Analysts who will monitor and ensure all cases are moving promptly and in adherence to the SLAs. This team will also handle complex cases and escalations with the appropriate business groups. In addition, the Operations team will own the resolution of the sales tech stack related to escalated cases. Your team members are based in the Sophos Manila, Philippines office. To be an ideal candidate for this position, you must love to solve complex problems, and have a passion for data in support of maximizing company value. In this role, you will be highly collaborative, working cross-functionally within the Sales and Partner Operations team and across Sales, Marketing, Customer, IT, Finance, Corporate Strategy, etc., to identify opportunities for improvement, efficiency, and scale.

What You Will Do

• Data Quality
• Ensure quality, compliance, clarity, and understanding of data used by members across the sales functions.
• Manage, train, and develop Data Analysts to effectively support the improvement of data quality
• Work closely with data stakeholders to stay updated on new and evolving business requirements and market trends to align our data capabilities and content with business needs
• Partner with key stakeholders and cross-functional teams to develop and promote data quality tools, controls, and overall quality awareness; define overall Data Quality KPIs, measurements, and reporting standards

• 
  Operations
• Responsible for making sure case assignment is timely and monitoring the distribution of casework to ensure workload leveling and coverage accordingly
• Ensure relevant case data in the CRM system is accurate and provides comprehensive reporting
• Guide the team for prioritization of cases and assignments based on problem assessment
• Notify management of any priority or mission-critical cases and escalate as appropriate
• Routinely inspect and audit cases to ensure tickets are managed according to SLA and quality standards
• Ensure the team is escalating complex or high-priority cases to the appropriate teams and confirm case resolution and closure
• Partner directly with internal teams when escalated cases require enhancements to help share objectives, gather requirements and assist with prioritization to ensure successful delivery and implementation
• Responsible for creating, reviewing, and periodically updating reports for SLA management and incoming and outgoing case transitions
• Provide weekly status to leadership on case workload, resolution, and SLA adherence
• Responsible for overseeing processes and activities that enable the group to meet key corporate and strategic objectives
• Implement a culture of continuous process improvement, identify issues, and be instrumental in the development, testing, and execution of solutions
• Serve as a contact point for support, integration, administration, data hygiene, change management documentation and communication, and maintenance of integrated tools and technology stacks (i.e., Outreach, LinkedIn Sales Navigator, D&B, Hoovers, ZoomInfo, Demand Tools etc.)
• Engage in front office system-related initiatives throughout the complete life cycle of moderately-to-highly complex projects, including planning, execution, communication, enablement, and closeout to ensure planned results are achieved on time.

What You Will Bring

• 5 – 7+ years of experience in Customer Service, Helpdesk, Data Governance, and/or management consulting at a fast-growing technology company
• Practical knowledge of tools, frameworks & technologies within at least one of the following categories: Data Strategy (Data Governance, Data Management) & Business Intelligence (Power BI)
• Analytical, problem-solving, and interpersonal skills to influence collaborators and partners across functions and teams
• 5+ years of professional experience crafting and leading cross-functional and strategic projects, including business requirement generation and process analysis/design
• Understanding of Salesforce object model and basic Admin concepts
• Degree in IT, data management, computer science, or related fields preferred
• Experience with Project Management
• Be comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure
• Experience managing offshore resources

Applicants in Colorado may email [email protected] for the up-to-date salary ranges for the position.

#LI-ND2

#LI-Hybrid

What’s Great About Sophos?

• 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 that 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. If you have any questions about Sophos’ data protection practices, please contact [email protected].