Director, Global Critical Situation Manager
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (31.0%).
Occupation Type
Directors in consultancy services
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£70,100
(£35.95 per hour)
Occupation rate applies
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Description
About Us
Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.
How We Work
At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values
Bold in how we dream and innovate
Responsive to feedback, challenges and opportunities
Accountable for results and best in class outcomes
Visionary in future focused problem-solving
Exceptional in execution and impact
Director, Global Critical Situation Management and Incident Response
Customer Success and operational excellence are vital to Proofpoint’s long-term growth and profitability. Ultimately, Proofpoint’s success is dependent on the success of its customers. The business must ensure its customers are receiving significant value from both its products and services. As such, Proofpoint needs a seni
Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.
How We Work
At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values
Bold in how we dream and innovate
Responsive to feedback, challenges and opportunities
Accountable for results and best in class outcomes
Visionary in future focused problem-solving
Exceptional in execution and impact
Director, Global Critical Situation Management and Incident Response
Customer Success and operational excellence are vital to Proofpoint’s long-term growth and profitability. Ultimately, Proofpoint’s success is dependent on the success of its customers. The business must ensure its customers are receiving significant value from both its products and services. As such, Proofpoint needs a seni
or leader to drive success for its customers, executing against the organization’s broader customer success strategy.
The Director of the Global Critical Situation Management team is a senior leader responsible for driving world class customer support outcomes, leading the organization’s most urgent customer escalations, and ensuring that customers achieve maximum value from Proofpoint’s products and services.
This role blends operational leadership of global technical support with the strategic, customer advocacy driven functions of critical incident command. The Director will oversee break/fix support delivery, manage critical customer situations from initiation through resolution and postmortem, strengthen cross functional alignment, and drive continuous improvement across people, process, and technology.
Key Responsibilities
Customer Success Support Delivery Leadership
The Director of the Global Critical Situation Management team is a senior leader responsible for driving world class customer support outcomes, leading the organization’s most urgent customer escalations, and ensuring that customers achieve maximum value from Proofpoint’s products and services.
This role blends operational leadership of global technical support with the strategic, customer advocacy driven functions of critical incident command. The Director will oversee break/fix support delivery, manage critical customer situations from initiation through resolution and postmortem, strengthen cross functional alignment, and drive continuous improvement across people, process, and technology.
Key Responsibilities
Customer Success Support Delivery Leadership
- Execute a comprehensive Critical Situation management and customer success strategy, including hiring, onboarding, performance standards, and operational plans.
- Define success criteria and track adherence to key operational metrics for escalations
- Serve as the executive escalation point for the most urgent and complex customer situations.
- Lead cross functional triage and resolution efforts, coordinating Support, Engineering, Product, Security, and Operations.
- Provide clear, timely, customer facing status updates and internal reporting during critical incidents.
- Manage SEV0 escalations from initial detection through root cause analysis and post incident review.
- Use customer data, operational metrics, and market insights to identify trends and drive continuous improvement with product and engineering teams.
- Partner with business and technical leaders to build consensus on strategy, prioritization, and process evolution.
- Identify systemic issues and lead corrective action efforts across departments.
- Provide leadership in documentation quality reviews, ensuring technical guides, troubleshooting content, and internal training are accurate and effective.
- Drive improvements within the broader Services organization, influencing processes across teams.
- Navigate ambiguity with confidence and treat obstacles as opportunities to innovate.
- 7+ years of customer support, customer success, or professional services leadership in a B2B SaaS environment.
- Proven track record managing enterprise class support organizations to customer success goals (CSAT, NPS, etc.).
- 7+ years of experience in escalation or incident management roles with demonstrated success resolving complex, high impact issues.
- Strong business and management acumen with experience influencing senior leadership.
- Bachelor’s degree or equivalent experience.
- Strong technical proficiency, including
- Broad understanding of cybersecurity as it relates to email security, enterprise archiving, data and application security
- Understanding of databases and SaaS architecture
Proofpoint is a fast growing, customer focused organization with market leading products and a culture grounded in innovation, collaboration, and appreciation. As a global company with offices in over 10 countries, we believe that hiring exceptional people—and treating them well—is the foundation of our success. Joining the team means contributing to an environment that values diverse perspectives and empowers employees to make an impact.
Why Proofpoint?
At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us
- Competitive compensation
- Comprehensive benefits
- Career success on your terms
Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.
We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility@proofpoint.com.
How To Apply
Interested? Submit your application along with any supporting information- we can’t wait to hear from you!
Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.
Base Pay Ranges
SF Bay Area, New York City Metro Area
Base Pay Range 187,700.00 - 275,275.00 USD
California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska
Base Pay Range 151,000.00 - 221,430.00 USD
All other cities and states excluding those listed above
Base Pay Range 137,000.00 - 200,915.00 USD
Base Pay Range 187,700.00 - 275,275.00 USD
California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska
Base Pay Range 151,000.00 - 221,430.00 USD
All other cities and states excluding those listed above
Base Pay Range 137,000.00 - 200,915.00 USD