Manager - Customer Assurance

The Manager position on the Customer Assurance (CA) team will play a pivotal role in enhancing the organization's commitment to delivering exceptional customer service and assurance, as part of new Center of Excellence. This role is positioned in our shared service center in Warsaw and will be accountable for managing a team that ensures timely and accurate responses to customer audit requests.  This manager position will also play a critical role in helping to build out and enhance the program.

The Customer Assurance Manager will have experience with program management and team coordination and a strong technical background in information security, privacy, and IT controls, as well as experience with customer compliance questionnaires / third party risk. The manager will help streamline processes and enhance the quality of information provided to customers. This role entails managing and coordinating program activities to ensure the team provides comprehensive responses to inquiries from customers, regulators, and external auditors, ensuring that all communications are not only accurate and timely but also aligned with industry standards and regulatory requirements. The ability to manage multiple engagements with competing deadlines will be key.

A proactive and detail-oriented professional who will be responsible for cultivating and maintaining strategic relationships with key business stakeholders across the organization, building a solid understanding of the business, including our products and service offerings, as well as the ability to navigate complex stakeholder environments. 

Leverage strong technical knowledge of information security, privacy, IT controls, etc. to ensure the teams audit request responses are comprehensive and accurate.  Act as a key point of contact to field questions from internal and external stakeholders regarding DN’s compliance with key security frameworks and regulations (i.e. NIST, SOC2, ISO27001, DORA, and COBIT). In addition, keep abreast of upcoming changes to key information security frameworks and escalate to management where required

Provice project management and triage support for all customer audit requests such as compliance questionnaires, onsite / virtual audits, RFPs, etc.  Coordinate across the CA team to ensure requests are completed accurately and timely, with excellent customer service.  Maintain real-time updates on customer audit deliverables and help the team think critically to solve problems and remove roadblocks 

Help build and enhance the Customer Assurance program including refining processes and embedding technology to simplify and automate operations.  Identify opportunities for process improvements within the Customer Assurance function and contribute to the implementation of best practices 

Build and maintain strong relationships with key business stakeholders, ensuring effective communication and collaboration across departments.  Provide timely updates to leadership and stakeholders to keep them informed of status and progress to completion

This role will be responsible for direct people leadership for a team of Senior and Associate level customer assurance specialists including team member training and development, goal setting, performance reviews, and other leadership activities.

• Bachelor’s degree in Information Systems, Business Administration, or a related field
• 5+ years of experience in information security, customer assurance, project management, or related roles
• 2+ years of leadership experience, ideally managing global teams
• Strong understanding of information security foundations including identity and access management, network security, security operations, physical security, and endpoint/application security
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders
• Proven ability to stay organized and manage multiple tasks simultaneously / meet deadlines
• Familiarity with ISO27001, NIST, SOC2, and COBIT frameworks
• Experience with vendor risk assessments, especially related to information security and information technology is a plus
• Fluent business English skills (Written and spoken)
• Contract of employment