Director, GSOC Delivery and Advisory

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building.  

HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe.

• Funding & Growth Momentum HiveWatch recently closed a $33M Series B, bringing total funding to over $65 million. The company is entering "Phase 2: Scale" with multiple Fortune 500 customers secured. 95% of Americans have interacted with a product, service, or brand protected by HiveWatch.
• Founder with Deep Industry Expertise Ryan Schonfeld, Founder & CEO, began his career as a police officer and investigator before leading Global Security and Safety Technology at Fox Group. He founded HiveWatch to disrupt an antiquated physical security industry with AI-powered tools that free security operators from false alarms to focus on real threats.
• Cutting-Edge AI Technology Security leaders are under tremendous pressure to modernize their function using AI, and HiveWatch is uniquely positioned to automate 90%+ of alarm responses for organizations, transforming how enterprise security teams work.
• Culture of Ownership & Impact This is an environment where you can take genuine ownership, build meaningful relationships, and deliver results quickly. If you want to help build and scale a rapidly expanding organization with a real path to advance your career, this is the place.
• Relationships That Matter Our Customers aren’t just clients - they’re long-term partners. We value birthday cards over business cards and pride ourselves on building genuine relationships that drive trust and growth.

• Own end-to-end oversight of HIveWatch’s Security Operations Center programs. You’ll ensure consistent service quality, reliability, and operational excellence across both dedicated and shared-model security operations center environments
• Evolve SOPs, workflows, escalation paths, and incident response protocols across multiple distinct GSOCs
• Serve as a senior escalation point during critical incidents, client issues, or operational disruptions
• Ensure operations consistently meet contractual obligations, SLAs, and customer expectations
• Prepare, and explain, data about client’s programs, performance, and insights that HiveWatch surfaces.

• Lead hiring, onboarding, training, and development for GSOC leadership and team members
• Build scalable contact center-style training programs, role-based enablement, and ongoing skills development
• Set clear performance expectations, career paths, and development plans for the team
• Partner with People Operations on employee relations and performance management
• Establish a calm, accountable, and high-performing culture in high-pressure environments

• Act as a senior client-facing leader for GSOC-related engagements, including escalations, incident reviews, and ongoing relationship management
• Communicate clearly and confidently with customers during high-stress situations
• Partner with customers to drive continuous improvement in GSOC service delivery and outcomes
• Help customers think through how to design and improve their programs - both formally and informally - and be the subject matter expert that they can lean on for ideas, thoughts, and working through complex problems

• Develop reporting and metrics to track performance, efficiency, quality, and client outcomes
• Establish dashboards, KPIs, and regular business reviews to drive insight and accountability
• Bring structure and project management rigor to complex, cross-functional initiatives

• Work closely with Sales, Implementation, Product, Engineering, and Customer Success to support onboarding, deployments, and expansions
• Provide operational input into sales cycles to ensure feasibility, readiness, and alignment
• Serve as the voice of GSOC operations in product and technology discussions
• Ensure vendor accountability, performance management, and alignment with HiveWatch standards

• 10+ years of experience leading complex, 24/7 operational teams in security operations, multi-client managed services, GSOC environments, or adjacent service-driven functions such as call center operations, SaaS customer support, or other high-volume, high-stakes service organizations
• Strong client-facing experience, including executive communication and incident management
• Demonstrated ability to build programs, processes, and teams in ambiguous, fast-growing environments
• Experience overseeing multiple centers or shared services models

• Thrive in environments where things “get crazy” and leadership presence matters
• Balance strategic thinking with hands-on operational awareness
• Strong instincts for people development and team building
• Take pride in building systems that make others successful
• Think ahead to what GSOC operations will need six to twelve months from now

• Salary range for this position: $160,000 to $190,000 per year.
• Eligible to participate in HiveWatch Equity Incentive Plan.

*Final offer will be at the company's sole discretion and determined by multiple factors, including years and depth of relevant experience and expertise, location, and other business considerations.

HiveWatch is an equal opportunity employer and we are committed to cultivating a work environment that supports, inspires, and respects all individuals. We execute our hiring practices so that they are merit-based and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity/expression, marital status, age, disability, medical condition, genetic information, national origin, ancestry, military or veteran status, or other protected characteristic.