Trust Services Manager

The Opportunity

Workstreet is seeking a Senior Manager, Trust Services to lead our global Trust Services organization and the delivery of YAQ (Your Automated Questionnaires), our AI-powered, human-in-the-loop security questionnaire service.

The ideal candidate builds structure in ambiguous, fast-moving environments, adapts quickly when client workflows change overnight, and holds a high bar for accuracy and client experience. This role requires availability primarily during US Eastern Time hours.

This role sits at the intersection of people leadership, client delivery, operations, and product. You'll set and enforce the standards your team works by: how tickets are triaged and prioritized, how AI-generated answers are validated before they reach a customer, how work is QA'd and escalated, and how new clients and new hires get up to speed.

You'll serve as the senior point of contact for strategic accounts and the escalation point when deals are on the line. You'll also be a trusted advisor who helps clients mature their trust programs, not just answer their questionnaires.

What You'll Do

• Lead and develop a global team: Manage a distributed organization of managers, engineers, and analysts across multiple time zones, including hiring, coaching, performance management, and building a bench of leaders who can run accounts independently.
• Own strategic client relationships: Serve as the senior point of contact and escalation path for high-complexity accounts. Set realistic turnaround expectations, coordinate with client security, legal, sales, and engineering stakeholders, and turn high-pressure situations into stronger relationships.
• Advise clients on their trust programs: Help clients strengthen their knowledge bases, trust centers, and due diligence workflows so their security posture becomes a sales accelerator.
• Run client onboarding end to end: Standardize how new clients are launched, from kickoff and knowledge base setup to SLA alignment, intake workflows, and clear ownership between Trust Services, GRC, and the client's own teams.
• Build repeatable team onboarding: Design and run onboarding for new hires, including checklists, shadowing, buddy programs, account-specific playbooks, and YAQ-first training.
• Drive process improvement and operational rigor: Define and document triage, prioritization, QA, and escalation workflows. Formalize SOPs, and move the team from manual handoffs toward automated, measurable processes.
• Champion internal tool adoption and product feedback: Partner with product and engineering on a regular cadence to prioritize reliability, accuracy, and workflow enhancements. Ensure AI-generated responses are validated against approved sources before reaching clients.
• Manage through metrics: Partner with our Program Management team to continuously improve capacity planning, ticket weighting, SLA performance, adoption reporting, and overage tracking.

Who You Are

• Senior client relationship leader: bring extensive experience managing executive client relationships, navigating complex accounts, and handling high-stakes escalations with composure.
• Experienced manager of managers: possess 5+ years of experience leading mid-sized teams, including direct experience developing, managing, and holding first-line managers accountable.
• Disciplined operational operator: prove sound judgment under pressure with a bias toward taking immediate ownership and solving issues independently.
• High-velocity startup performer: thrive in fast-paced cybersecurity environments, managing multiple concurrent compliance programs.
• Foundational compliance domain authority: familiar with frameworks across SOC 2, ISO 27001, GDPR, HIPAA, and/or NIST.

What will help you succeed

• Executive-level client presence: experience serving as the senior point of contact for strategic accounts, leading kickoffs, and resolving escalations.
• Cross-functional translation: the ability to move between security, legal, engineering, and sales audiences, turning technical controls and contractual language into clear answers that unblock deals.
• Advisory exposure: a background in management consulting, assurance, or advisory practice is helpful.
• Platform automation mastery: practical exposure to automated compliance platforms such as Vanta, Drata, or Secureframe.
• Multi-framework audit expertise: familiarity with risk management frameworks and complex audit methodologies across diverse regulatory standards.

What We Offer

• Career Development: Clear path with mentorship and training opportunities.
• Role-Related Training: Reimbursement for approved training and certification courses relevant to your current role.
• Competitive Compensation: A competitive base salary with regular performance reviews linked to merit-based appraisals and bonus opportunities.
• Growth Opportunity: Early-stage company with significant room for career advancement.
• Remote-First Culture: Flexibility to work from anywhere while collaborating with a global team.

What You'll Need to Thrive

• Excellent written and verbal English communication skills.
• A reliable, high-speed internet connection and a professional home office environment that supports confidential conversations and uninterrupted collaboration.
• Commitment to working a standard schedule of 8:00 AM to 5:00 PM U.S. Eastern Time (ET).
• Willingness and ability to travel locally for occasional onsite meetings, team gatherings, or business activities as needed.

Hiring and Selection Process

• Candidates must participate in live video interviews throughout the hiring process with camera on and be prepared to verify their identity during recruitment and onboarding.
• Employment is contingent upon successful completion of identity verification and background screening, where permitted by law.
• Applicants must be authorized to work in the U.S. without the need for visa sponsorship now or in the future.

Equal Opportunity

Workstreet is an equal opportunity employer and committed to providing employment opportunities to all individuals, without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.