About the Role

As Senior Manager of Customer Trust & Assurance, you'll own ServiceTitan's entire product certification portfolio (ISO 27001, SOC 1/2, PCI-DSS, ISO 42001) while building a customer trust program that accelerates enterprise sales and enables market expansion.

This isn't traditional compliance. You'll architect AI-driven workflows, partner with Product and Sales to turn certifications into revenue enablers, and build scalable trust infrastructure. You'll be at the center of people, process, and technology making compliance strategic, technically sophisticated, and genuinely valuable.

What you'll do:

Customer Trust Program

Build ServiceTitan's Customer Trust Program to differentiate us in the market and accelerate enterprise deals. Own trust infrastructure including security documentation, trust center, and customer-facing compliance portal. Partner with Sales and Customer Success to translate security controls into customer value. Create tiered security review processes and standard responses for questionnaires and RFPs. Establish trust metrics that demonstrate impact on sales velocity and customer confidence.

Product Certification Program

Own end-to-end management of ISO 27001, SOC 1/2, and PCI-DSS across multiple entities. Lead expansion into ISO 42001 for AI and emerging frameworks. Implement a 'Test Once, Comply Many' strategy to streamline operations. Drive continuous audit-readiness by ensuring controls are operationally effective, focusing on measurable security improvements and proactive risk mitigation.

AI-Powered Compliance Operations

Architect AI-driven workflows using next-gen GRC platforms (i.e. Anecdotes, Drata, Vanta) and AI tooling to automate evidence collection, control testing, and risk assessment. Drive reduction in manual work through intelligent automation. Build horizontal AI capabilities for cross-functional collaboration and vertical capabilities for deeper compliance insights and predictive analytics. Transform compliance from manual documentation to data-driven risk management.

Auditor and Vendor Management

Own strategic relationships with external auditors, serving as primary technical contact. Advocate for risk-based audit approaches that focus resources on highest-impact areas. Hold GRC vendors accountable for ROI and influence their product roadmaps to meet ServiceTitan's needs.

Control Framework Architecture

Design and maintain unified control framework across all certifications. Map controls to create a single source of truth in our GRC system of record. Establish clear ownership across Engineering, IT, Security, and business teams. Implement continuous monitoring to detect gaps and failures in real-time. Translate complex requirements into practical, sustainable controls that teams can actually implement.

Product and Sales Enablement

Collaborate deeply with Product and Engineering to map and maintain an accurate understanding of product architecture, data flows, and collection points.

• Architectural Scoping: Lead the technical definition of certification boundaries (e.g., PCI-DSS scoping) by analyzing how data moves through ServiceTitan’s ecosystem. Ensure certifications reflect current infrastructure rather than legacy snapshots.

• Strategic Roadmapping: Partner with Product Managers to translate customer security requirements and emerging regulations (like ISO 42001 for AI) into actionable roadmap priorities.

• Commercial Impact: Work with Sales to identify certifications that unlock new markets or accelerate deal cycles. Provide high-fidelity sales enablement materials and expert support for complex security RFPs.

• Advisory: Act as a bridge between compliance mandates and technical execution, ensuring Engineering understands the why behind control requirements to prevent 'compliance debt' in the product lifecycle.

Cross-Functional Leadership

Bridge Security, Engineering, IT, Finance, Legal, Product, and Sales to embed compliance into operations. Communicate certification status and risks to leadership through clear dashboards. Drive stakeholder engagement by connecting compliance to business outcomes. Build culture where compliance is competitive advantage, not burden.

Compliance as Code

Transform compliance from manual gathering to automated, continuous assurance. Build integrations between GRC platforms and source systems (Okta, Azure, AWS, GitHub, Jira). Implement controls through infrastructure-as-code, policy-as-code, and automated testing. Make audit-readiness continuous, not annual.

Risk-Based Decision Making

Apply risk-based thinking to focus resources on highest-impact areas. Scope audits based on risk, avoiding over-testing of low-risk controls. Assess and communicate residual risk when balancing compliance with business velocity. Help leadership make informed decisions about risk acceptance and resource allocation.

What you'll bring:

• 7+ years in IT compliance, GRC, or information security with 2+ years in leadership role

• Deep hands-on experience managing ISO 27001, SOC 1/2, PCI-DSS, or equivalent frameworks simultaneously

• Experience with modern GRC platforms (e.g. Anecdotes, Drata, Vanta, OneTrust, ServiceNow GRC)

• Understand infrastructure, application architecture, and security controls deeply

• Ability to architect integrations and leverage automation/APIs for compliance workflows

• Experience partnering with Sales, Product, and Customer Success on compliance enablement

• Ability to communicate business value of compliance to executives and customers

• Exceptional stakeholder management across technical and non-technical audiences

Preferred

• Certifications: CISSP, CISA, CISM, CRISC

• Experience with ISO 42001, NIST AI RMF, or emerging AI regulations

• Infrastructure-as-code knowledge (Terraform, CloudFormation)

• Cloud security expertise (AWS, Azure, GCP)

• DevSecOps or CI/CD compliance integration experience

• Track record implementing AI/automation in compliance (not just using tools, but architecting solutions)

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $168,200 USD - $224,900 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.