Paranoids Experience and Enablement Manager, Cyber Experience
YahooAbout the role
A Little About Us
When you impact millions of people daily, you become a target for adversaries of all types. Our job is to keep our employees and consumers safe on the Internet. We are the Paranoids — Yahoo's information security team.
Our Cyber Experience group works daily to improve our Yahoo employee’s security experience. The team:
Evangelizes the value of best practices
Productizes Paranoids’ services so they are simple to use and adopt,
Drive the adoption of safe behaviors among our colleagues so that the safe choice is the easy one and ultimately the only choice.
About the Role
As the Paranoids Experience and Enablement Manager for the Cyber Experience team, you'll play a pivotal role in ensuring our business units receive the best experience and support when engaging with Paranoids’ security processes and services. The Paranoids Security Review (PSR) is a collection of nearly 50 cybersecurity services Paranoids offers to the business to improve our security posture, user experience, and adoption of security practices.
Your role will be to understand our business customers’ priorities and product roadmaps, facilitate Paranoids support, drive the adoption of Paranoids Security Review processes, and ensure ongoing satisfaction when interacting with Paranoids.
A Lot About You
Problem Solver: You are comfortable diving into ambiguous technical problems, working closely with technical and engineering teams
Customer-centric: You thrive on spending time directly with customers, establishing close relationships, and becoming their go-to partners.
High EQ: You have a keen sense of translating customer needs into product solutions that create value and drive business outcomes
True Expertise: You have a solid understanding of a large security team's security principles and operations.
What you’ll do day-to-day
Become an expert on Paranoid’s services and products and make customer-based recommendations that improve process and experience.
Support ongoing PSR improvements and initiatives to improve user experience, streamline the process, and increase transparency.
Act as the customer's voice cross-functionally and collect feedback to influence continuous improvement in Paranoids' products and services.
Serve as the trusted advisor to our business customers, providing valuable insights into member pain points related to our product, support processes, and policies.
Define and track essential health metrics for Paranoids products and services.
Assessing health metrics and customer feedback to define our roadmap, adoption strategies, and enshrine value.
Meet with Paranoids Leadership and cross-functional stakeholders regularly to discuss important cases and issues.
Disseminate important messaging about Paranoids products and services to critical cross-functional stakeholders.
Qualifications
5+ years of relevant experience in technical support or a relevant combination of education and experience
Experience in an Agile product development environment
Strong understanding of the software development lifecycle
Experience working with software engineers and technical product teams
Strong technical troubleshooting skills (i.e., previous support experience) and an ability to collaborate, coordinate, and escalate issues
Experience in process design and optimization
Experience collecting and prioritizing customer feedback in balance with internal needs.
Strong familiarity with the Jira product suite and Google Suite applications (e.g. Sheets, Docs)
The material job duties and responsibilities of this role include those listed above as well as adhering to Yahoo policies; exercisin
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