Paranoids Experience and Enablement Manager, Cyber Experience

It takes powerful technology to connect our brands and partners with an audience of hundreds of millions of people. Whether you’re looking to write mobile app code, engineer the servers behind our massive ad tech stacks, or develop algorithms to help us process trillions of data points a day, what you do here will have a huge impact on our business—and the world.

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; exercising sound judgment; working effectively, safely and inclusively with others; exhibiting trustworthiness and meeting expectations; and safeguarding business operations and brand integrity.

Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo will consider for employment qualified applicants with criminal histories in a manner consistent with applicable law. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form (www.yahooinc.com/careers/contact-us.html) or call +1.866.772.3182. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.

At Yahoo, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion (www.yahooinc.com/diversity/) page to learn more.

The compensation for this position ranges from $128,250.00 - $266,875.00/yr and will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions, in addition to equity incentives. Yahoo provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.

Yahoo has a high degree of flexibility around employee location and hybrid working. In fact, our flexible-hybrid approach to work is one of the things our employees rave about. Most roles don’t require specific regular patterns of in-person office attendance. If you join Yahoo, you may be asked to attend (or travel to attend) on-site work sessions, team-building, or other in-person events. When these occur, you’ll be given notice to make arrangements. 

If you’re curious about how this factors into this role, please discuss with the recruiter.

Currently work for Yahoo? Please apply on our internal career site.