Security and Compliance Manager
What's the opportunity
Zendesk’s category-defining quality management platform for customer support teams makes giving internal feedback easy and systematic. We’re at the forefront of the burgeoning customer experience market, enabling support teams to review & improve their customer service quality. We know it takes an amazing team to build such fantastic products.
The Security and Compliance Manager will be responsible for overseeing and managing our Zendesk WEM compliance with key security, privacy, and AI/ML standards, including SOC2, ISO 27001, HIPAA, GDPR and other relevant regulations. This role is critical in strengthening our security posture and enabling our business to design and implement robust processes and controls, with a particular focus on the responsible development and deployment of AI and machine learning technologies.The ideal candidate will have extensive experience in compliance, a strong understanding of the risks associated with cloud and AI/ML technologies, and the ability to build effective cross-functional relationships. They will be skilled at creating and evaluating security controls, assessing control efficiency and interest in staying well-versed in the rapidly evolving regulatory landscape around AI and ML.
What you'll be doing
- Identify and articulate compliance risks, including those related to AI/ML, and design effective mitigating controls
- Act as the key liaison with external auditors for relevant certifications and audits
- Provide guidance to customers and prospects on our compliance roadmap and posture
- Collaborate with key control owners including Legal, Product and Engineering organizations
- Develop and implement policies and procedures to ensure responsible AI development and deployment
- Facilitate the transition of security controls and ensure that SOC 2 external audits are conducted in accordance with the established frequency.
- Coordinate and successfully carry out security certification audit processes in collaboration with third-party service providers and external auditors.
What you'll bring to the role
- Proven track record in compliance, IT audit, information security, or risk management
- Deep knowledge of GDPR and other key privacy and security regulations
Familiarity with SOC2, HIPAA, ISO 27001 and other relevant compliance frameworks - Good understanding of AI/ML compliance considerations, including data privacy, algorithmic bias, explainability and transparency
- Excellent communication skills, both written and verbal, with ability to tailor to different audiences
- Strong project management skills with history of successful execution
- Technical understanding of cloud security controls across endpoints, databases, networks and applications
Nice to have qualifications
- Knowledge of emerging AI regulations like the EU AI Act, algorithmic accountability laws, etc.
- Relevant security certifications (CISA, CISM, CISSP, Cloud Security certs, etc.)
- Hands-on experience with AWS and GCP cloud environments
- Knowledge of other compliance frameworks like PCI, FedRAMP, etc.
- Proficiency in GRC (Governance, Risk Management, and Compliance) tools.
- Experience in developing a Common Control Framework (CCF).
- Familiarity with the control operations of a SaaS (Software as a Service) company.
- Understanding of fundamental software algorithms and programming languages.
- Competence in office productivity tools, including Google Workspace and similar platforms.
Sounds interesting? Submit your application 👇
![](https://media0.giphy.com/media/tXOuprAtJyJSrYujre/giphy.gif)
- Department
- Security
- Locations
- Zendesk Tallinn
- Remote status
- Hybrid Remote
About Klaus
For the past five years we’ve been building the best quality management solution that helps companies drive revenue by identifying gaps in customer experience – using AI, automation, and data analysis. This year we hit an important milestone and were acquired by Zendesk!
Zendesk is a global, digital-first company on a mission to make the world better—one customer experience at a time.
Security and Compliance Manager
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