# Delight.ai

[Sendbird](https://gurify.com/jobs?q=Sendbird) · San Mateo, United States · Posted 4 months ago

[AI & ML](https://gurify.com/jobs/ai-ml)

[Apply on the original posting → (opens in a new tab)](https://job-boards.greenhouse.io/sendbird/jobs/8484047002)

## Job description

Security at most companies is reactive. A checkbox for auditors. A speed bump for engineers. A department that says no. That's not what we're building.

### The Company

Sendbird is the #1 CPaaS platform for in-app communications — an enterprise-grade infrastructure company that gives businesses the APIs and SDKs to embed real-time chat, voice, and video directly into their own products. Over 4,000 brands trust us. Seven billion messages flow through our platform every month. 300 million monthly active users.

We powered conversations for DoorDash, Match Group, Noom, Yahoo Sports, Rakuten, and thousands more. We were good at what we did. Really good.

So we asked what comes next. With decades of leadership in communications infrastructure, the answer was clear: AI. In February 2025, we launched our AI agent for enterprise CX. Later that year, we introduced Delight.ai — and the name says everything about what we believe. AI's real promise isn't efficiency. It isn't cost savings. It's restoring what customer experience lost somewhere along the way: the feeling of being understood, of being genuinely cared for. We don't want customers to feel satisfied. We want them to feel delighted.

### The Product

Delight.ai is the AI concierge for customer experience. Most AI agents forget you the moment the conversation ends. Ours doesn't. Delight.ai builds memory over time, learns preferences, and connects context across every channel—chat, SMS, email, voice, WhatsApp—without losing the thread. We're building AI that makes customers feel understood, seen, and remembered.

### Why Head of IT & Security

We're an AI company handling enterprise-grade conversations at global scale, and our customers trust us with data that matters. That trust isn't a nice-to-have. It's a competitive differentiator. It's why DoorDash and Match Group chose us. It's why we've earned certifications that our competitors are still chasing.

Security here means being a partner to the business, not a blocker. It means building systems that scale as fast as we do. It means someone who understands that being a 24/7 global platform demands proactive security thinking—not just incident response. And it means someone who recognizes that AI doesn't just change our product—it changes the threat surface too.

We're not looking for someone who manages security from a distance. We're looking for a practitioner who rolls up their sleeves, builds programs that work well, and earns trust across the engineering org by being someone people want to work with.

### The Role

This reports to the CFO. You'll lead a high-functioning, mature, and global team located in the United States and South Korea, with end-to-end accountability for Security, IT, and Compliance, ensuring these functions work in harmony to support our global scale.

You'll inherit a world-class program that's already SOC 2, HIPAA, ISO 27001, and ISO 42001 compliant. Your job is to take it further. You'll own Sendbird's comprehensive information security programs, manage and evolve our compliance frameworks, partner with engineering, and continuously build a security culture that's embedded in how we work — not bolted on as an afterthought. You'll champion defense-in-depth philosophy, ensuring a multi-layered approach to security that protects our customers, our data, and our reputation.

You'll also own global IT Operations — managing our IT infrastructure, networks, servers, and data, while supporting our expanding use of AI technology across internal systems and how we work. As the primary executive responsible for safeguarding our AI-first innovation, you'll scale our global internal business systems and maintain our position as the most trusted platform for the world's most demanding enterprises.

You'll lead the team, own how we secure our infrastructure, respond to incidents, and hold our position against an increasingly complex threat landscape. This is a hands-on builder role — not a talking-head role.

### You might be this person if:

- You've built and run security programs at a B2B SaaS or cloud company—not just inherited them.

- You can walk an engineer through a threat model and walk a CFO through a risk summary—without losing either of them.

- You are well versed in compliance frameworks (ISO 27001, SOC 2, HIPAA, GDPR).

- You've managed or mentored a global security team and taken genuine pride in developing the people around you.

- You are organized and methodical with strong attention to detail and an ability to analyze and interpret information.

- You thrive in ambiguity and build structure where none existed.

- Your instinct when something goes wrong is to fix, document, and improve—not assign blame.

- You treat security as a conversation with the business, not a monologue at it.

- You've started using AI tools to work faster—and you're curious about what that means for the security programs you're building.

### You need to have:

- 10+ years of combined experience across security management, IT operations, compliance, or consulting.

- 3+ years leading or managing a team including information security planning, scheduling, assignment, and monitoring of staff resources in an IT function.

- Hands-on experience with audit frameworks: ISO 27001, SOC 2, and/or HIPAA/GDPR.

- Background in global B2B technology, SaaS, or cloud-based businesses.

- Proven track record managing security incidents end-to-end.

- Strong understanding of security and compliance challenges unique to AI/LLMs.

- Bachelor's degree in Information Security, Computer Science, MIS, or related field.

### What you'll actually do:

### Own the program

- Maintain and continuously improve Sendbird's information security program—policies, processes, and controls that hold up under scrutiny.

- Drive continuous control monitoring to ensure we stay aligned with our chosen audit frameworks.

- Translate complex compliance requirements (HIPAA, GDPR, CCPA) into practical, actionable programs.

- Evaluate and adopt AI-powered security tooling to stay ahead of a threat landscape that's evolving faster than traditional defenses.

### Partner with the business

- Work directly with the CTO and engineering teams to embed security into the product development lifecycle, not just review it at the end.

- Raise risk awareness across business stakeholders without crying wolf or creating friction.

- Be the person other teams want to work with—because you solve problems, not just flag them.

- Work with senior leaders to ensure our data privacy protocols are appropriate with our use of AI tools.

### Lead the team

- Manage and develop a global lean security team, making sure each hire reflects and advances the goals of the program.

- Be a player-coach—this isn't a delegator role. You're in the work.

### Respond and improve

- Establish and maintain incident response protocols that are fast, clear, and practiced—not just documented.

- Continuously strengthen the security posture of a platform that never sleeps.

- Turn every incident into a lesson. Turn every lesson into a control.

### Added Value:

- Security certifications: CISM, CISA, CISSP, or equivalent.

- Experience at a global company operating across multiple time zones and regulatory environments.

### Why Sendbird

We're a team of builders and thinkers that refuse to optimize for comfort. We're building the AI agent platform for customer experience—and we intend to own the category.

### What we offer:

We take care of the people who build the future. Here's some of what you can expect when you join Sendbird:

- Medical, dental, and vision coverage, on us. Sendbird covers 100% of the premium for our employees and roughly 80% for their dependents.

- Generous time off. 20 days PTO, 13 company holidays, 7 sick days, 2 rest & rejuvenation days, 1 volunteer day, and your birthday off.

- $3,500 annual "Be Your Best Self" boost. Spend it on anything that helps you grow. Gym memberships, therapy, books, courses, massages, and more.

- Parental leave for all new parents. Time to be present for the moments that matter most.

- 401(k) from day one. Auto-enrollment, flexible contributions, and access to Vanguard's investment platform.

- HSA & FSA options. Pre-tax accounts to cover healthcare, dependent care, and commuter expenses.

- Life & disability coverage, fully paid. Life insurance and AD&D at 2x your salary, plus short- and long-term disability at no cost to you.

- AI-First Environment. Enterprise access to top LLMs (Claude, ChatGPT, Gemini) and your choice of vibe coding tools.

### Pay Transparency

For cash compensation, we set standard ranges for all roles based on function, level, and geographic location. To determine our ranges, we utilize a variety of compensation data benchmarked against similar-stage growth companies. A reasonable estimate of the current salary range for this role is $280,000 – $320,000. This range is specific to the San Francisco Bay market. We consider several factors when making final compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, and other business and organizational needs which may cause your specific offer to vary from the amount listed above.

### Flexible Work Policy

We offer a flexible work schedule at Sendbird. We also value collaboration and relationship building. With those values in mind, we require all employees to gather with their team in the office three days per week as a minimum. Some of our roles require a more frequent in-office schedule. Please work with your manager to understand the office time requirements for your position.

### What diversity and inclusion mean to us

There is no such thing as a perfect candidate and the best employees come from a wide range of backgrounds, experiences, and skill sets. Sendbird is a place where everyone can learn and grow. We respect, promote, and encourage diversity for equal employment opportunities and e

**Live in Sendbird’s hiring system.** Read from the company's own applicant tracking system, not reposted from a job board — so it's a real, open requisition rather than an ad that outlived the role.

We remove it as soon as it disappears at source.

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```json
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With decades of leadership in communications infrastructure, the answer was clear: AI. In February 2025, we launched our AI agent for enterprise CX. Later that year, we introduced Delight.ai \u2014 and the name says everything about what we believe. AI\u0026#39;s real promise isn\u0026#39;t efficiency. It isn\u0026#39;t cost savings. It\u0026#39;s restoring what customer experience lost somewhere along the way: the feeling of being understood, of being genuinely cared for. We don\u0026#39;t want customers to feel satisfied. We want them to feel delighted.\u003C/p\u003E\u003Ch3\u003EThe Product\u003C/h3\u003E\u003Cp\u003EDelight.ai is the AI concierge for customer experience. Most AI agents forget you the moment the conversation ends. Ours doesn\u0026#39;t. Delight.ai builds memory over time, learns preferences, and connects context across every channel\u2014chat, SMS, email, voice, WhatsApp\u2014without losing the thread. We\u0026#39;re building AI that makes customers feel understood, seen, and remembered.\u003C/p\u003E\u003Ch3\u003EWhy Head of IT \u0026amp; Security\u003C/h3\u003E\u003Cp\u003EWe\u0026#39;re an AI company handling enterprise-grade conversations at global scale, and our customers trust us with data that matters. That trust isn\u0026#39;t a nice-to-have. It\u0026#39;s a competitive differentiator. It\u0026#39;s why DoorDash and Match Group chose us. It\u0026#39;s why we\u0026#39;ve earned certifications that our competitors are still chasing.\u003C/p\u003E\u003Cp\u003ESecurity here means being a partner to the business, not a blocker. It means building systems that scale as fast as we do. It means someone who understands that being a 24/7 global platform demands proactive security thinking\u2014not just incident response. And it means someone who recognizes that AI doesn\u0026#39;t just change our product\u2014it changes the threat surface too.\u003C/p\u003E\u003Cp\u003EWe\u0026#39;re not looking for someone who manages security from a distance. We\u0026#39;re looking for a practitioner who rolls up their sleeves, builds programs that work well, and earns trust across the engineering org by being someone people want to work with.\u003C/p\u003E\u003Ch3\u003EThe Role\u003C/h3\u003E\u003Cp\u003EThis reports to the CFO. You\u0026#39;ll lead a high-functioning, mature, and global team located in the United States and South Korea, with end-to-end accountability for Security, IT, and Compliance, ensuring these functions work in harmony to support our global scale.\u003C/p\u003E\u003Cp\u003EYou\u0026#39;ll inherit a world-class program that\u0026#39;s already SOC 2, HIPAA, ISO 27001, and ISO 42001 compliant. Your job is to take it further. You\u0026#39;ll own Sendbird\u0026#39;s comprehensive information security programs, manage and evolve our compliance frameworks, partner with engineering, and continuously build a security culture that\u0026#39;s embedded in how we work \u2014 not bolted on as an afterthought. You\u0026#39;ll champion defense-in-depth philosophy, ensuring a multi-layered approach to security that protects our customers, our data, and our reputation.\u003C/p\u003E\u003Cp\u003EYou\u0026#39;ll also own global IT Operations \u2014 managing our IT infrastructure, networks, servers, and data, while supporting our expanding use of AI technology across internal systems and how we work. As the primary executive responsible for safeguarding our AI-first innovation, you\u0026#39;ll scale our global internal business systems and maintain our position as the most trusted platform for the world\u0026#39;s most demanding enterprises.\u003C/p\u003E\u003Cp\u003EYou\u0026#39;ll lead the team, own how we secure our infrastructure, respond to incidents, and hold our position against an increasingly complex threat landscape. This is a hands-on builder role \u2014 not a talking-head role.\u003C/p\u003E\u003Ch3\u003EYou might be this person if:\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EYou\u0026#39;ve built and run security programs at a B2B SaaS or cloud company\u2014not just inherited them.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EYou can walk an engineer through a threat model and walk a CFO through a risk summary\u2014without losing either of them.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EYou are well versed in compliance frameworks (ISO 27001, SOC 2, HIPAA, GDPR).\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EYou\u0026#39;ve managed or mentored a global security team and taken genuine pride in developing the people around you.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EYou are organized and methodical with strong attention to detail and an ability to analyze and interpret information.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EYou thrive in ambiguity and build structure where none existed.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EYour instinct when something goes wrong is to fix, document, and improve\u2014not assign blame.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EYou treat security as a conversation with the business, not a monologue at it.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EYou\u0026#39;ve started using AI tools to work faster\u2014and you\u0026#39;re curious about what that means for the security programs you\u0026#39;re building.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EYou need to have:\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003E10\u002B years of combined experience across security management, IT operations, compliance, or consulting.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003E3\u002B years leading or managing a team including information security planning, scheduling, assignment, and monitoring of staff resources in an IT function.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EHands-on experience with audit frameworks: ISO 27001, SOC 2, and/or HIPAA/GDPR.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EBackground in global B2B technology, SaaS, or cloud-based businesses.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EProven track record managing security incidents end-to-end.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EStrong understanding of security and compliance challenges unique to AI/LLMs.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EBachelor\u0026#39;s degree in Information Security, Computer Science, MIS, or related field.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EWhat you\u0026#39;ll actually do:\u003C/h3\u003E\u003Ch3\u003EOwn the program\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EMaintain and continuously improve Sendbird\u0026#39;s information security program\u2014policies, processes, and controls that hold up under scrutiny.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EDrive continuous control monitoring to ensure we stay aligned with our chosen audit frameworks.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ETranslate complex compliance requirements (HIPAA, GDPR, CCPA) into practical, actionable programs.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EEvaluate and adopt AI-powered security tooling to stay ahead of a threat landscape that\u0026#39;s evolving faster than traditional defenses.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EPartner with the business\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EWork directly with the CTO and engineering teams to embed security into the product development lifecycle, not just review it at the end.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ERaise risk awareness across business stakeholders without crying wolf or creating friction.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EBe the person other teams want to work with\u2014because you solve problems, not just flag them.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EWork with senior leaders to ensure our data privacy protocols are appropriate with our use of AI tools.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003ELead the team\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EManage and develop a global lean security team, making sure each hire reflects and advances the goals of the program.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EBe a player-coach\u2014this isn\u0026#39;t a delegator role. You\u0026#39;re in the work.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003ERespond and improve\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EEstablish and maintain incident response protocols that are fast, clear, and practiced\u2014not just documented.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EContinuously strengthen the security posture of a platform that never sleeps.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ETurn every incident into a lesson. Turn every lesson into a control.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EAdded Value:\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003ESecurity certifications: CISM, CISA, CISSP, or equivalent.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EExperience at a global company operating across multiple time zones and regulatory environments.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EWhy Sendbird\u003C/h3\u003E\u003Cp\u003EWe\u0026#39;re a team of builders and thinkers that refuse to optimize for comfort. We\u0026#39;re building the AI agent platform for customer experience\u2014and we intend to own the category.\u003C/p\u003E\u003Ch3\u003EWhat we offer:\u003C/h3\u003E\u003Cp\u003EWe take care of the people who build the future. Here\u0026#39;s some of what you can expect when you join Sendbird:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EMedical, dental, and vision coverage, on us. Sendbird covers 100% of the premium for our employees and roughly 80% for their dependents.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EGenerous time off. 20 days PTO, 13 company holidays, 7 sick days, 2 rest \u0026amp; rejuvenation days, 1 volunteer day, and your birthday off.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003E$3,500 annual \u0026quot;Be Your Best Self\u0026quot; boost. Spend it on anything that helps you grow. Gym memberships, therapy, books, courses, massages, and more.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EParental leave for all new parents. Time to be present for the moments that matter most.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003E401(k) from day one. Auto-enrollment, flexible contributions, and access to Vanguard\u0026#39;s investment platform.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EHSA \u0026amp; FSA options. Pre-tax accounts to cover healthcare, dependent care, and commuter expenses.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ELife \u0026amp; disability coverage, fully paid. Life insurance and AD\u0026amp;D at 2x your salary, plus short- and long-term disability at no cost to you.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EAI-First Environment. Enterprise access to top LLMs (Claude, ChatGPT, Gemini) and your choice of vibe coding tools.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EPay Transparency\u003C/h3\u003E\u003Cp\u003EFor cash compensation, we set standard ranges for all roles based on function, level, and geographic location. To determine our ranges, we utilize a variety of compensation data benchmarked against similar-stage growth companies. A reasonable estimate of the current salary range for this role is $280,000 \u2013 $320,000. This range is specific to the San Francisco Bay market. We consider several factors when making final compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, and other business and organizational needs which may cause your specific offer to vary from the amount listed above.\u003C/p\u003E\u003Ch3\u003EFlexible Work Policy\u003C/h3\u003E\u003Cp\u003EWe offer a flexible work schedule at Sendbird. We also value collaboration and relationship building. With those values in mind, we require all employees to gather with their team in the office three days per week as a minimum. Some of our roles require a more frequent in-office schedule. Please work with your manager to understand the office time requirements for your position.\u003C/p\u003E\u003Ch3\u003EWhat diversity and inclusion mean to us\u003C/h3\u003E\u003Cp\u003EThere is no such thing as a perfect candidate and the best employees come from a wide range of backgrounds, experiences, and skill sets. Sendbird is a place where everyone can learn and grow. We respect, promote, and encourage diversity for equal employment opportunities and e\u003C/p\u003E","identifier":{"@type":"PropertyValue","name":"Gurify","value":"delight-ai-at-sendbird-4fa521b8036e"},"url":"https://gurify.com/job/delight-ai-at-sendbird-4fa521b8036e","datePosted":"2026-03-30","validThrough":"2026-09-28T23:59:59Z","hiringOrganization":{"@type":"Organization","name":"Sendbird","sameAs":"https://job-boards.greenhouse.io/sendbird"},"directApply":false,"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressCountry":"US","addressLocality":"San Mateo"}}}
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