GSOC Operations Manager

The Global Security Operations Center (GSOC) Operations Manager is responsible for leading the daily operations of the Security Operations Center, ensuring effective response to security incidents, compliance requirements, and business continuity events across the enterprise. This role provides strategic and operational leadership to GSOC personnel, including the Assistant Manager, Shift Supervisors, and Operators, while serving as a key liaison between internal stakeholders, third-party vendors, and Global Safety & Security leadership.

The GSOC Operations Manager oversees incident management, security systems, operational excellence initiatives, and regulatory compliance programs. This position requires strong leadership, sound judgment, exceptional communication skills, and extensive experience in security operations, risk management, and crisis response within a fast-paced global environment.

Key Responsibilities

• Lead, mentor, and develop GSOC personnel, including Assistant Managers, Shift Supervisors, and Operators, ensuring operational readiness and professional growth.
• Manage all aspects of GSOC operations, including training programs, emergency drills, alarm monitoring audits, incident response procedures, and compliance initiatives.
• Oversee workforce management functions, including scheduling, payroll administration, invoicing, staffing coverage, and key performance indicator (KPI) reporting.
• Monitor, assess, and coordinate responses to global security incidents, threats, and business disruptions that may impact personnel, facilities, or operations.
• Escalate critical incidents to Security Leadership and collaborate with Human Resources, Information Technology, Legal, Facilities, and business leaders to ensure timely resolution.
• Exercise sound judgment and decision-making in accordance with established policies, procedures, and risk management practices.
• Serve as the primary escalation point for third-party managed security service providers and external security partners.
• Conduct investigations related to security incidents, policy violations, workplace concerns, and other sensitive matters, providing detailed reports and recommendations to leadership.
• Manage incidents through full resolution, ensuring accurate documentation, tracking, follow-up, and reporting within incident management systems.
• Partner with Security Systems Engineers, Administrators, Technicians, and vendors to optimize technologies, improve operational processes, and enhance security capabilities.
• Act as the subject matter expert for designated security systems, ensuring maximum utilization of platform functionality and operational effectiveness.
• Track, document, and communicate the status of projects, strategic initiatives, operational improvements, and departmental objectives.
• Support global security programs and initiatives by delivering security services, intelligence analysis, and operational guidance to stakeholders worldwide.
• Collaborate with Global Safety & Security leadership to strengthen the organization's overall security posture, operational efficiencies, and risk mitigation strategies.
• Establish operational goals, identify performance expectations, delegate responsibilities, and ensure accountability across the GSOC team.
• Maintain the highest standards of confidentiality when handling sensitive information, including personnel matters, investigations, medical information, executive protection concerns, and crisis-related communications.
• Communicate effectively with senior leadership regarding critical incidents, operational performance, emerging threats, and strategic security initiatives.

Required Qualifications

• Demonstrated ability to exercise sound judgment and make timely decisions within established policies and procedures.
• Self-motivated professional capable of working independently while managing multiple priorities and meeting deadlines.
• Strong leadership, problem-solving, and decision-making capabilities.
• Excellent written, verbal, and interpersonal communication skills.
• Exceptional customer service skills with a professional and diplomatic approach.
• Advanced organizational skills with the ability to manage multiple projects in a fast-paced environment.
• Strong telephone, dispatch, and incident coordination skills.
• Proficiency with computer systems and ability to quickly learn new technologies and software platforms.
• Ability to effectively prioritize competing responsibilities and respond to high-pressure or emergency situations.
• Experience collaborating with personnel at all organizational levels.
• Demonstrated discretion and ability to manage sensitive and confidential information.

Preferred Qualifications

• Bachelor's Degree in Criminal Justice, Security Management, Emergency Management, Business Administration, or a related field, or equivalent professional experience.
• Experience managing Security Operations Centers (SOC) or Global Security Operations Centers (GSOC).
• Proficiency with Microsoft 365 and Microsoft Windows environments.
• Experience with C-CURE 9000 Access Control Systems.
• Experience with Milestone Video Management Systems (VMS).
• Experience with Omnigo iTrak Dispatch and Incident Management Software.
• Experience with ServiceNow or similar workflow and case management platforms.
• Knowledge of corporate security operations, crisis management, incident response, investigations, physical security systems, and risk mitigation programs.