Vice President, CX Strategy and Operations Full Time

Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary
The VP of CX Strategy and Operations will lead and innovate the customer experience (CX) strategy to ensure a seamless, high-quality experience for all Sophos customers. This global role will involve overseeing and optimizing customer support functions, driving strategic initiatives, and leading digital transformation efforts to enhance customer satisfaction and retention. The ideal candidate will bring a wealth of experience in CX operations, digital/e-commerce, and customer success, combined with a proven ability to manage global teams and implement large-scale operational improvements.

What You Will Do

• • Lead and manage the global CX Strategy and Operations team, focusing on continuous improvement in customer experience delivery.
  • Oversee and optimize CX functions, including but not limited to Operations, Analytics and Enablement.
  • Drive organizational transformation efforts to ensure efficient, multi-channel customer support operations.
  • Implement AI and automation tools to enhance both customer and employee experiences, ensuring smooth operations across all customer touchpoints.
  • Collaborate closely with cross-functional teams, including Sales, Marketing, Product, and Support, to align on CX strategies and ensure consistent, high-quality customer interactions.
  • Analyze customer feedback, performance data, and market trends to identify opportunities for improvement and innovation in CX.
  • Lead initiatives to streamline customer support processes, reducing touchpoints while improving efficiency and satisfaction.
  • Provide leadership and coaching to the CX team, fostering a culture of innovation, customer-centricity, and operational excellence.
  • Present CX strategies and outcomes to senior management, ensuring alignment with broader company goals and objectives.

What You Will Bring

• • Extensive experience in customer experience strategy, operations management, and digital transformation, particularly in a SaaS or e-commerce environment.
  • Proven success in leading large, global teams and driving cross-functional initiatives.
  • Expertise in implementing AI, automation, and digital tools to enhance customer and employee experiences.
  • Strong background in customer success, strategic planning, and performance management.
  • Excellent communication and leadership skills, with the ability to present at the senior management level and build lasting relationships with clients and stakeholders.
  • A results-oriented mindset with a passion for improving customer satisfaction and operational efficiency.

In Canada, the base salary for this role ranges from $275,000 to $400,000 CAD. In the United States, the base salary for this role ranges from $275,000 to $400,000 USD. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don’t check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don’t let a checklist hold you back – we encourage you to apply.

What’s Great About Sophos?

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
• Employee-led diversity and inclusion networks that build community and provide education and advocacy
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities
• Global employee sustainability initiatives to reduce our environmental footprint
• Global fitness and trivia competitions to keep our bodies and minds sharp
• Global wellbeing days for employees to relax and recharge
• Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.

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