Senior Manager, Trust Services

Workstreet; Stati Uniti; Remoto; USD 150.000 - 190.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote-First culture

Career development

Descrizione del lavoro

Workstreet is seeking a Senior Manager, Trust Services to lead our global Trust Services team and deliver YAQ, our AI-powered security questionnaire service. The role focuses on building structure in fast-moving environments, managing executives, and maintaining high client experience, with availability primarily during US Eastern Time hours.

You will oversee onboarding, escalation, and process improvements, partnering with product and engineering to ensure AI responses are validated against

Competenze

• Senior leadership experience overseeing large client accounts or programs.
• Proven ability to manage managers and build scalable processes.
• Strong operations mindset with bias for action and reliability.

Mansioni

• Lead a distributed global Trust Services team across time zones, including hiring, coaching, and succession planning.
• Own strategic client relationships and act as escalation point for high‑complexity deals.
• Advise clients on trust programs and due diligence workflows to accelerate sales.
• Oversee end‑to‑end onboarding, knowledge base development, and SLA alignment.
• Drive process improvements and SOPs; move teams toward automated, measurable workflows.
• Champion internal tool adoption and product feedback; ensure AI responses come from approved sources.
• Collaborate with Program Management to improve capacity planning, ticket weighting, and SLA performance.

Conoscenze

Executive leadership

Client relationship management

People management

Operations management

Security/compliance domain knowledge

Strumenti

YAQ platform

AI-assisted processes

Vanta

Drata

Secureframe

Descrizione del lavoro

At Workstreet , we’re on an exciting journey to help businesses scale securely by designing and implementing cutting-edge security and compliance programs. As a fast-growing startup, we specialize in a wide range of GRC (governance, risk, and compliance) services that support frameworks across SOC 2, ISO 27001, GDPR, CMMC, NIST 800-171, NIST 800-53, and FedRAMP. We empower companies to meet regulatory requirements and enhance their cybersecurity posture from day one.

Get to Know the Trust Services Team

In addition to GRC services, we also have a Trust Services team. We move at a fast, focused, and reliable pace – completing deliverables within 1 to 3 business days for customers with 5 clients and customers with 5,000 clients. We work directly with our customers’ security and sales points of contact, meaning clarity, teamwork, and problem-solving are at the forefront of everything we do to help our customers drive sales and renewals by using security and compliance as differentiators. If you want to be part of a team that builds the bridge between sales and security, you’re in the right place.

Workstreet is seeking a Senior Manager, Trust Services to lead our global Trust Services organization and the delivery of YAQ (Your Automated Questionnaires), our AI-powered, human-in-the-loop security questionnaire service.

The ideal candidate builds structure in ambiguous, fast-moving environments, adapts quickly when client workflows change overnight, and holds a high bar for accuracy and client experience. This role requires availability primarily during US Eastern Time hours.

This role sits at the intersection of people leadership, client delivery, operations, and product. You’ll set and enforce the standards your team works by: how tickets are triaged and prioritized, how AI-generated answers are validated before they reach a customer, how work is QA’d and escalated, and how new clients and new hires get up to speed.

You’ll serve as the senior point of contact for strategic accounts and the escalation point when deals are on the line. You’ll also be a trusted advisor who helps clients mature their trust programs, not just answer their questionnaires.

What You'll Do

• Lead and develop a global team: Manage a distributed organization of managers, engineers, and analysts across multiple time zones, including hiring, coaching, performance management, and building a bench of leaders who can run accounts independently.
• Own strategic client relationships: Serve as the senior point of contact and escalation path for high-complexity accounts. Set realistic turnaround expectations, coordinate with client security, legal, sales, and engineering stakeholders, and turn high-pressure situations into stronger relationships.
• Advise clients on their trust programs: Help clients strengthen their knowledge bases, trust centers, and due diligence workflows so their security posture becomes a sales accelerator.
• Run client onboarding end to end: Standardize how new clients are launched, from kickoff and knowledge base setup to SLA alignment, intake workflows, and clear ownership between Trust Services, GRC, and the client’s own teams.
• Build repeatable team onboarding: Design and run onboarding for new hires, including checklists, shadowing, buddy programs, account-specific playbooks, and YAQ-first training, so new team members ramp quickly and consistently.
• Drive process improvement and operational rigor: Define and document triage, prioritization, QA, and escalation workflows. Formalize SOPs, and move the team from manual handoffs toward automated, measurable processes.
• Champion internal tool adoption and product feedback: Partner with product and engineering on a regular cadence to prioritize reliability, accuracy, and workflow enhancements. Ensure AI-generated responses are validated against approved sources before reaching clients, and gather structured feedback from the team.
• Manage through metrics: Partner with our Program Management team to continuously improve capacity planning, ticket weighting, SLA performance, adoption reporting, and overage tracking. Use that data to allocate accounts, forecast hiring needs, and identify retention and expansion opportunities.

Who You Are

• Senior client relationship leader - bring extensive experience managing executive client relationships, navigating complex accounts, and handling high-stakes escalations with composure.
• Experienced manager of managers - possess 5+ years of experience leading mid-sized teams, including direct experience developing, managing, and holding first-line managers accountable.
• Disciplined operational operator - prove sound judgment under pressure with a bias toward taking immediate ownership and solving issues independently rather than escalating upward.
• High-velocity startup performer - thrive in fast-paced cybersecurity environments, possessing the organizational discipline to manage multiple concurrent compliance programs seamlessly.
• Foundational compliance domain authority - familiar with frameworks across SOC 2, ISO 27001, GDPR, HIPAA, and/or NIST.

What will help you succeed

• Executive-level client presence - experience serving as the senior point of contact for strategic accounts, comfortable leading kickoffs, negotiating realistic timelines with sales and security stakeholders under deal pressure, and resolving escalations in a way that strengthens the relationship.
• Cross-functional translation - the ability to move easily between security, legal, engineering, and sales audiences, turning technical controls and contractual language into clear, accurate answers that unblock deals.
• Advisory exposure - whether you’ve worked at a consulting company or have worked closely with them throughout the audit process, a background in management consulting, assurance, or advisory practice is helpful.
• Platform automation mastery - practical exposure to configuring and managing automated platforms, especially those related to compliance such as Vanta, Drata, or Secureframe.
• Multi-framework audit expertise - familiarity with risk management frameworks and complex audit methodologies across diverse regulatory standards.

What We Offer

• Career Development: Clear growth path with mentorship and training opportunities.
• Technical Training: Comprehensive onboarding on security and compliance frameworks.
• Competitive Compensation: Competitive base salary with regular performance reviews, merit-based appraisals, and bonus opportunities.
• Growth Opportunity: Early-stage company with significant room for career advancement.
• Remote-First Culture: Flexibility to work from anywhere while collaborating with a global team.

What You'll Need to Thrive

• Excellent written and verbal English communication skills, with the ability to engage confidently with candidates, hiring managers, and business leaders across global teams.
• A reliable, high-speed internet connection and a professional home office environment that supports confidential conversations, virtual interviews, and uninterrupted collaboration.
• Commitment to working a standard schedule of 8:00 AM–5:00 PM U.S. Eastern Time (ET) to effectively collaborate with team members, stakeholders, and cross-functional partners while ensuring timely communication and support.
• Willingness and ability to travel locally for occasional onsite meetings, team gatherings, or business activities as needed.

What we offer

• Career Development : Clear path with mentorship and training opportunities.
• Role-Related Training: Reimbursement for the successful completion of approved training and certification courses relevant to your current role.
• Competitive Compensation: A competitive base salary with regular performance reviews linked to merit-based appraisals and bonus opportunities.
• Growth Opportunity : Early-stage company with significant room for career advancement.
• Remote-First Culture : Flexibility to work from anywhere while collaborating with a global team.

What you'll need to thrive

• Excellent written and verbal English communication skills, with the ability to engage confidently with candidates, hiring managers, and business leaders across global teams.
• A reliable, high-speed internet connection and a professional home office environment that supports confidential conversations, virtual interviews, and uninterrupted collaboration.
• Commitment to working a standard schedule of 8:00 AM–5:00 PM U.S. Eastern Time (ET) to effectively collaborate with team members, stakeholders, and cross-functional partners while ensuring timely communication and support.
• Willingness and ability to travel locally for occasional onsite meetings, team gatherings, or business activities as needed.

Hiring and Selection Process

• Candidates must participate in live video interviews throughout the hiring process with camera on (non-negotiable) and be prepared to verify their identity during recruitment and onboarding.
• Employment is contingent upon successful completion of identity verification and background screening, where permitted by law.
• Selected candidates will participate in structured interviews with hiring managers and cross-functional stakeholders to assess role fit, experience, and alignment with Workstreet’s operating principles.
• Candidates will receive prompt updates and consistent communication throughout the interview process, ensuring a transparent, smooth, and engaging experience at every step.
• Applicants must be authorized to work in the U.S. without the need for visa sponsorship now or in the future. Workstreet does not provide employment-based visa sponsorship or transfers for this role, including H-1B, L-1, TN, O-1, E-3, H-1B1, F-1 (OPT/CPT), J-1, or any other work-authorized visa category.

Workstreet Is An Equal Opportunity Employer

As an equal opportunity employer, Workstreet is committed to providing employment opportunities to all individuals. All applicants for positions at Workstreet will be treated without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

All employment is decided on the basis of qualifications, merit, and business need. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, Title I of the Americans with Disabilities Act of 1990, and any other applicable federal, state or local laws, applicants who require reasonable accommodation in the job application process may contact [e-mail]