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Staff Manager
Customer Security & Trust
Posted on 11/23/2022
Remote • United States
Experience Level
  • 7+ years of experience in the fields of security, IT, and/or sales enablement
  • 4+ years of people management experience with experience hiring and building a team
  • Experience managing a distributed remote team while customizing team processes for maximum productivity and minimal burnout
  • Direct experience with teams that build and maintain Customer Security and Trust programs and tooling
  • Practical experience with RFI workflows and tooling
  • Direct experience working through customer questionnaires and requests for information
  • Proven track record supporting customer engagement with superior customer support and ability to manage difficult conversations while satisfying customers
  • Exposure to customer contract terms, site policy, or terms of service in support of account and security teams in partnership with a legal function
  • Familiarity with applications and tooling supporting automation of processes and workflows
  • Proven communication skills and ability to understand the value and drivers behind adjusting style and tone for a given audience, including technical and non-technical peers across the company
  • Independent motivation, high comfort level with asynchronous work environments, written communication, use of chat tools
  • Develop scalable ways to share knowledge across a quickly growing company
  • Collaborate on durable artifacts and collateral to build on a customer's ability to self-serve information around what they care about most
  • Build and maintain scalable tools and automation to support workstreams for responding to customer security questionnaires and requests for information
  • Establish program metrics to support business decisions and ensure activities are prioritized based on their potential impact to the business
  • Ship and iterate on process improvements with a goal of repeatability and consistency while maintaining high quality
  • Proactively identify opportunities across the business to deliver on customer trust through partnerships, new initiatives, and projects and
  • Prioritize and nurture the current team principle of providing information and addressing questions in a transparent, honest, and accurate way with high standards of quality
  • Support a talented and motivated team of Hubbers as a people manager by prioritizing weekly team syncs, consistent 1:1s, individual development planning, performance reviews, hiring, etc
  • Practice and lead with kindness - our team is often engaged during incidents or when a teammate needs help. Treating each other with empathy and respect is foundational to building trust and creating positive relationships
  • Work closely with the GRC Director and Chief Security Office on program strategy and improvements to solidify and clearly articulate the priorities and goals of the program
  • Act as a conduit of information to and from the Revenue org
  • Advocate for customer needs and asks across the business
  • Support the full life cycle of customer security questionnaires and requests for information as well as the training and enablement efforts for the revenue org teams providing first line support
  • Track progress of team services and business functions against revenue goals
  • Collaborate with security and revenue leadership to ensure relevant metrics are captured in order to inform and drive business outcomes
  • Bring attention to potential high impact - low cost opportunities or innovations to increase the ability to reduce friction for customers to be able to purchase GitHub's products
  • During incidents, play a supporting role in reviewing customer comms and fielding customer questions
Desired Qualifications
  • Your first and foremost job is to put your employees and team members first by building and maintaining a safe psychological environment based on GitHub's Leadership Principles: Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness
  • Mastery at digging into problems, answering questions, and assisting colleagues both within the CST Team and across the company
  • Experience / familiarity working with GitHub's Products and services
  • Proven success in developing and using metrics/KPIs to assess, report on and improve program performance
  • Experience in an iterative, transparent environment where work is shared in draft stages
  • Proficiency in working under ambiguous situations, with demonstrated drive to bring clarity using communication and independent research of existing documentation and resources
  • Experience with a team-centric mindset. Drawn to collaboration with a belief that we create a better result together
  • Expertise in functioning as a business to technology translator and help bridge the revenue and security teams
  • Demonstrated confidence in ability to say "I don't know, but I will find out!" with a strong desire to learn

1,001-5,000 employees

Open-source code hosting
Company Overview
GitHub is on a mission is to build a global platform for developer collaboration. The company operates an open-source coding hosting and collaboration platform
  • A diverse and inclusive workplace - At GitHub, we think that a diverse company is a strong company, and we work hard to foster a supportive and welcoming workplace. Learn more about our commitment to diversity.
  • Work happier - Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and make use of a flexible PTO plan when you need to recharge.
  • Lead from any location - GitHub is a remote-first company with offices located throughout the US, Europe, and Asia. Whether you live near an office or not, GitHub believes you can do your best work wherever you are. If you work remotely, you will receive a stipend to outfit your home office and receive reoccurring reimbursement refreshes.
  • Put your health and family first - You’ll enjoy 100% coverage of health insurance premiums across our medical, dental, and vision plan offerings, including coverage for dependents. We also offer five months of paid family leave to all new parents with the option to use it all at once or throughout the baby’s first year.
  • Find your zen - GitHub provides a monthly wellness stipend designed to cover anything from gym memberships, massage, meditation apps, or any other wellness related expenses.
  • Invest in your future - At GitHub, you’ll have a stake in the future success of our platform with equity grants. For full-time employees, we offer competitive 401k planning with a 50% company match up to the IRS 402(g) annual limit.
  • Keep growing - Learn how you learn best. From books to conferences, you’ll get a yearly budget for your individual learning and development goals.
  • Give back to your community - We believe in sharing our time, resources, and products to contribute to positive social impact. GitHub matches charitable donations up to $15,000 per calendar year. And for each hour (up to 40 hours) of volunteering per year, you will receive $20 to donate to an organization of your choice.
Company Core Values
  • Collaboration: We believe the best work is done together.
  • Empathy: We believe in putting people first.
  • Quality: We believe in setting the standard for excellence.
  • Positive Impact: We believe in making the world a better place through our work.
  • Shipping: We believe in creating things for the people using them.