Process Manager, Customer Due Diligence Response Team (US Remote)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we're living up to our purpose everyday by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer - safer communities, safer schools, safer hospitals, safer businesses - safer everywhere. We're building integrated technologies that help protect people, property and places. We're connecting public safety agencies and enterprises - enabling the collaboration that's critical for a more proactive approach to safety and security. We're committed to solving for safer every day because the work we do here matters.

Department Overview

Data Protection - Products Compliance Operations

Job Description

Overview:

As an integral part of our Data Protection organization, you will be engaged in the review of customer requests for verification of our compliance to information security and privacy industry standards, laws and regulations and the preparation and distribution of responses to those requests as well as tracking metrics with respect to the same.

Responsibilities:

• Coordination and drafting of responses to customer requests for information and questionnaires related to Motorola Solutions information security and privacy practices and programs, business continuity plans, compliance certifications and other compliance requirements.
• Collaborate with and collect data from members of various departments within the organization, including Cybersecurity, IT, Legal, Engineering, Products, Data Protection Office and Compliance teams to complete responses.
• Coordinate and manage the creation and maintenance a centralized library of responses within applicable internal tool
• Coordinate and manage internal resources during customer response preparation process to ensure milestones and deliverables are achieved
• Assist in coordinating and maintaining a list of SME’s in relevant departments for ease of gathering necessary data for response to customer information security and privacy requests.
• Assist with requests for Non-Disclosure Agreements in connection with the distribution to customers of information related to Motorola Solutions confidential information security and privacy practices.  Coordinate with Legal and Compliance teams as necessary.  Assist in secure transmission of such information to internal customers.  Track metrics regarding customer requests for confidential information.
• Assist in the development of processes and procedures, and implementation of tools for the management of customer requests for verification of Motorola Solutions compliance to information security and privacy industry standards, laws and regulations.
• Assist in the tracking of metrics for the measurement of volume and type of requests, information gaps, the effectiveness of team processes, etc.  Assist in reporting on the same.
• Manage and prioritize multiple responsibilities and deadlines; maintain comprehensive records of responses and disclosures and associated metrics
• Respond to ad-hoc customer inquiries
• Support initiatives that automate and streamline related processes.
• Exercise good judgment in the course of performing activities, understanding and executing escalation procedures wisely

Preferred Skills and Qualifications:

• Work experience interfacing with sales teams and/or in a customer support function.

• General understanding of cloud industry technologies, IaaS, PaaS and SaaS.

• Excellent verbal and written communications skills

• Able to effectively and logically communicate industry related information in multiple formats to all levels

• Strong project/program management skills

• Team player able to work effectively at all levels of an organization

• Self-starter able to work with minimal guidance and supervision 

• Ability to utilize judgment in decision making process and decisions related to job tasks

• Strong organizational skills and ability to prioritize multiple requests from a variety of sources and prioritize those tasks to meet applicable deadlines

• Meticulous attention to detail and accuracy with strong follow-up skills

• Flexibility, versatility, dependability

• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, customers and the public

• Superior customer service skills and orientation.

• Proficient in Google Applications and a willingness to learn and utilize new tools within the organization that support the working environment.