Collibra: Director, Facility Security Officer
Collibra
Job description
Headquarters: Remote, East Coast USA Joining Collibra Public Sector LLC (CPS) Collibra Public Sector LLC (CPS) is a DCSA-cleared entity operating under an approved Proxy Agreement (PA) and Affiliated Operations Plan (AOP) as a FOCI-mitigated subsidiary. The Director, Facility Security Officer (FSO) will serve as the principal security advisor to CPS’s Government Security Committee (GSC) and the company's primary interface with the Defense Counterintelligence and Security Agency (DCSA) and other cognizant security authorities. Additionally, the Director will be responsible for developing, implementing, and ensuring compliance with our Insider Threat Program and be the designated FSO and Insider Threat Security Officer (ITPSO). This is a foundational leadership role within CPS. The Director will own the ongoing execution and maturation of CPS’s policies in accordance with the National Industrial Security Program. The Director will ensure full compliance with the PA and AOP between CPS and the parent company. The FSO reports to the CPS General Manager and operates under the oversight of the GSC. This role requires independence and a thorough understanding of the obligations that govern FOCI-mitigated entities, facility clearances, and personnel clearances. The Director, Facility Security Officer is responsible for FOCI Compliance and Proxy Agreement Execution Serve as principal advisor to the GSC on all matters related to the PA compliance and any other applicable matters. Maintain and enforce all obligations under the approved PA and APO, including visit controls, the Electronic Communications Plan, and the Technology Control Plan. Serve as the primary point of contact with DCSA for all matters related to facility clearances, annual compliance reporting, and all FOCI mitigation oversight. Review and approve all affiliate contacts, visits and communications between CPS and the parent company in accordance with the approved visit controls procedures. Develop and maintain a FOCI mitigation instrument (Security Control Agreement, Special Security Agreement, or equivalent) in coordination with outside counsel on FOCI mitigation matters and any open compliance questions. Establish and maintain all required DSS/DCSA-mandated records, plans, and programs. Personnel Security Administer personnel security clearance processing end-to-end via JPAS/DISS, including nominations, investigations, and visit certifications. Advise employees and managers on clearance eligibility, adjudicative guidelines, and ongoing reporting obligations. Maintain a current and accurate roster of cleared personnel and access authorizations. Insider Threat & Security Education Lead Collibra's Insider Threat Program, including a multi-disciplinary hub and reporting mechanisms. Develop and deliver annual and ongoing security education and awareness training for cleared and uncleared personnel. Conduct self-inspection programs and prepare for DCSA facility reviews and annual compliance audits. Governance & Stakeholder Management Serve as a trusted advisor to the General Manager and the GSC senior leadership on all security and compliance matters related to the government business. Partner with independent legal counsel on export control compliance, including ITAR/EAR obligations as they intersect with CPSs products and services. Support contract compliance and bid activities requiring security documentation or clearance certifications. Coordinate incident investigations involving potential unauthorized disclosure, fraud, or insider threat, and ensure prompt reporting to GSC and DCSA as required. You Have 8+ years of experience as a Facility Security Officer or in a substantially similar industrial security role within a cleared defense contractor environment. Deep working knowledge of the NISPOM (32 CFR Part 117), DAAPM/Risk Management Framework, and DCSA oversight processes. Demonstrated experience managing or supporting FOCI mitigation instruments (PA, Security Control Agreement (SCA), Special Security Agreement (SSA), or equivalent). Experience with proxy-agreement structures specifically is strongly preferred. Proficiency with JPAS, DISS, and eQIP/SF-86 processing. Active U.S. Government security clearance (Top Secret required); ability to obtain and maintain clearance at the level required for the role. Demonstrated ability to operate independently and to enforce compliance boundaries with affiliate and parent company personnel. This role requires someone who is genuinely comfortable saying no when the rules require it. Bachelor's degree in a related field, or equivalent combination of education and experience. Experience in a FOCI-mitigated environment at a commercial software or technology company, particularly one with active DSCA oversight. Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows. Familiarity with ITAR/EAR export control compliance as applied to software and SaaS products. Industrial Security Professional (ISP) or similar certification. Experience managing COMSEC accounts or working in a multi-facility environment. You are A compliance enforcer who leads with credibility, you've built a reputation for holding firm on security boundaries, even when it creates friction with senior stakeholders or affiliate personnel, and you do so with professionalism and clear regulatory grounding. Independently operating and self-directing, you're comfortable owning a program end-to-end without a security team beneath you, proactively identifying gaps, drafting policies, and driving decisions without waiting for organizational scaffolding to be built around you. Deeply fluent in FOCI mitigation frameworks, you're familiar with applying Proxy Agreement or Security Control Agreement structures to day-to-day operational decisions, including managing visit c
Similar jobs
Customer service manager (UK)
ParcelHero
ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year. We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform. We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally. We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world. Job description Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally. This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations. You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale. Responsibilities Team Leadership: Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. Cross-Department Collaboration: Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. Service Quality and Metrics: Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. Customer Education: Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations. Applicant criteria A minimum of 10 years' customer service experience. A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). Proven experience operating in a fast-paced, high-volume, high-pressure environment. A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. A track record of contributing to process improvement, optimisation, or automation initiatives. Experience serving both consumer and business customers is an advantage. A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. Excellent communication skills, both written and verbal. Good levels of diplomacy when dealing with customer queries and complaints. A minimum typing speed of 40 wpm. Fluent English, both written and verbal. Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential. Key skills Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure. Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment. Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively. Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes. Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives. Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations. Communication: Excellent verbal and written communication skills for both internal team management and external customer interactions. Organisational Skills: H
Customer service manager (CY)
ParcelHero
ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year. We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform. We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally. We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world. Job description Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally. This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations. You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale. Responsibilities Team Leadership: Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. Cross-Department Collaboration: Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. Service Quality and Metrics: Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. Customer Education: Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations. Applicant criteria A minimum of 10 years' customer service experience. A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). Proven experience operating in a fast-paced, high-volume, high-pressure environment. A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. A track record of contributing to process improvement, optimisation, or automation initiatives. Experience serving both consumer and business customers is an advantage. A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. Excellent communication skills, both written and verbal. Good levels of diplomacy when dealing with customer queries and complaints. A minimum typing speed of 40 wpm. Fluent English, both written and verbal. Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential. Key skills Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure. Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment. Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively. Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes. Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives. Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations. Communication: Excellent verbal and written communication skills for both internal team managemen