Senior Manager, SOC Tier 1

Internal job posting for current 360 Privacy employees only. Only internal applicants will be considered. 

Title: Senior Manager, SOC Tier 1​

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Reports To:​

SOC Operations Director, Tier 1

Supervises:

Team Leads, SOC Tier 1

Job Summary:

The SOC Tier 1 Manager is responsible for the overall team performance, quality, and operational efficiency of the SOC Tier 1 team. This role serves as the primary point of contact between the SOC Tier 1 team and HR for hiring requirements and CX for onboarding new clients. The SOC Tier 1 Manager balances strategic oversight with hands-on involvement across hiring, quality assurance, training, and day-to-day operations.

Core Ownership:

• Own team performance outcomes across all Team Leads and DPAs


• Own capacity planning, staffing and workload balancing


• Own QA systems, training effectiveness, and output consistency


• Own SLA performance and operational reliability across teams


• Primary for new enrollment confirmation, PII updates and CX communication regarding client data


• Primary for QA checks on front end processes that include tech automation and manual analyst work
  

Key Responsibilities:

People Management

The SOC Tier 1 Manager acts as the first line of contact with the HR team on all SOC Tier 1 related matters and plays an active role in growing and maintaining the team.

• Serves as hiring manager for all SOC Tier 1 roles, owning the recruitment and selection process


• Manages the team PTO calendar in coordination with Team Leads to ensure adequate coverage


• Monitors total SOC Tier 1 bandwidth on a weekly basis, including queue load analysis and output calculations to identify hiring needs


• Supports feedback and coaching sessions as well as handling performance-related issues in partnership with Team Leads; provides support to Team Leads during formal performance review cycles
  

Quality Assurance

The SOC Tier 1 Manager is accountable for the quality standards of the team, ensuring consistency across new hires and tenured staff alike.

• Conducts final QA review on all trainees upon completion of onboarding


• Maintains and updates QA rubrics to reflect current standards and expectations


• Coordinates quarterly spot check work with Team Leads and reviews outcomes


• Performs ongoing unknown scan queue reviews for newly discovered data brokers


• Oversees Scraper QA to ensure accuracy and reliability

Training & Knowledge Management

The SOC Tier 1 Manager is responsible for the continuous development of the team and the integrity of internal knowledge resources.

• Designs and leads training sessions, including lunch and learns, targeting identified areas of weakness and major process changes as coordinated with the Director


• Builds and maintains knowledge base documents for internal use and cross-departmental informational sharing


• Ensures training materials remain current and accessible to all relevant team members

Team Operations & Task Management

The SOC Tier 1 Manager ensures the team operates efficiently, priorities are clearly communicated, and cross-functional relationships are well-managed.

• Ensures priority tasks are properly delegated and completed, with weekly check-ins to confirm progress as required


• Serves as the first line filter for CX and Sales teams on SOC Tier 1 related issues and questions, coordinating with the CX SOC Enable Lead and providing timely and accurate responses


• Manages required tools and third-party applications used by the SOC Tier 1 team, ensuring availability and functionality


• Establishes and maintains structured feedback loops with Team Leads and DPAs to identify recurring operational issues, workflow friction, tooling gaps, and improvement opportunities; synthesizes findings and escalates systemic issues and recommendations to the Operations Directo

Employee Experience & Office Management

The SOC Tier 1 Manager contributes to a positive and productive work environment by supporting team morale and managing logistical needs.

• Champions quality of life improvements for DPAs, identifying, advocating, and escalating enhancements to daily workflows


• Manages office supply inventory and fulfills office requests as needed

Decision Scope

• Owns staffing, capacity allocation, and team performance decisions


• Can rebalance workload, adjust priorities, and enforce QA standards


• Focuses on team performance and contributes input and recommendations on system improvement based on observed performance trends

Required Qualifications:

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook).


• Knowledge and usage of multiple internet browsers


• Excellent time management and problem-solving skills as well as the ability to use good judgment and make strong, independent decisions.


• Demonstrates an inspirational attitude that contributes to a positive team environment.


• Ability to build and maintain effective working relationships with team members along with willingness to set and maintain high standards of performance.


• Ability to maintain reliable and consistent attendance and punctuality.


• Basic skills and understanding of Specialty Software: Jira, Confluence, Miro


• Excellent verbal, written, and presentation skills

Required Education/Experience:

• 1+ year of experience in DPA role or similar security operations role


• Previous experience in a managerial role

Preferred Qualifications:

• Bachelor’s Degree (BA, BS, BBA)


• Experience working in a corporate security environment.

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