Cox Communications is looking for a Customer Cyber Security Abuse Operations Manager who will report to the Director of Customer and Messaging Cyber Security.
This individual will be responsible for enforcing Cox's Residential and Business Acceptable Use Policies and assisting in Cyber Security events, where applicable. They will manage multiple direct reports along with 3rd party resources.
This individual is expected to interact directly with leaders and members of other teams, conduct meetings, communicate our objectives, and operate independently to generate subtasks that lead to the successful delivery of assigned initiatives. This includes driving technical solutions, processes, procedures, and relationships to ensure a positive and secure digital customer experience.
Successful candidates will demonstrate strong business acumen and possess a blend of general business, technology, and security competencies. Specifically, this individual will have a versatile background, critical thinking and analytical capabilities, as well as a proven ability to lead an operations team. Individual must also possess the desire to drive efforts to their conclusion.
Primary Responsibilities and Essential Functions:
Create, update, and improve processes for handling Cox Network abuse issues. Advise and coach team members on procedures, technical problems, standard methodology, and priorities.
Partner with other functional groups to develop, manage, track, and analyze operational support structures, tools, methods and procedures and processes to gain maximum effectiveness, efficiency, and a quality customer experience.
Partner with internal technology teams on Customer Security integration and operating models.
Create and maintain relationships with other ISPs (internet service providers) for data sharing and co-operation.
Develop and execute on customer facing messaging.
Partner with internal technology teams to operationalize security messaging features and capabilities.
Manage contract resources for strategic third-party labor engagements.
Anticipate industry future directions and relate those changes to current and future needs.
Maintain U.S. legal and regulatory awareness and apply updates into Abuse handling process, as applicable.
Coach and develop people resources to maximize strengths and develop strong, collaborative partnerships within the Technology organization and across business functions.
Identify, track, and communicate key operational metrics.
5+ years of information security experience
Experience in an operations environment
BS/BA in a related discipline required (ie, Computer Science, Information Systems, Engineering, Business, etc.)
Excellent interpersonal, leadership, presentation, and collaborative skills to effectively drive understanding and consensus among cross-functional teams on key security risks
Demonstrated track record of successful project or operational delivery, technical aptitude, and problem-solving skills
1-2 years direct experience in security engineering, security operations, or services abuse support
Incident management experience
1+ years of management experience
Consulting background or Fortune 500 company experience
Highly prefer wireless carrier experience.
At least one relevant industry certification - CISSP, CISM, CISA.