Global Security Operations Center (GSOC) Training Coordinator

Crisis24•Tempe, AZ

5d•Onsite

About The Position

The GSOC Training Coordinator is responsible for developing, coordinating, delivering, and continuously improving training and proficiency programs supporting a client-dedicated, 24/7 Global Security Operations Center. The Training Coordinator works closely with GSOC management, Team Leads, Analysts, Operators, subject-matter experts, and authorized client stakeholders to ensure employees receive consistent, role-appropriate training and can demonstrate the knowledge and practical proficiency required to perform their responsibilities. The ideal candidate is an operationally credible trainer who can translate complex workflows into practical learning, identify individual and program-level knowledge gaps, and adapt training based on operational changes, quality findings, incident trends, and employee needs. This role requires regular engagement with frontline operations to ensure training reflects how work is actually performed and prepares employees to operate confidently and independently. Due to confidentiality requirements, specific client information, systems, locations, and operational procedures will be provided only as appropriate during the hiring and onboarding process.

Requirements

Bachelor’s degree in training, education, security, emergency management, criminal justice, organizational development, or a related discipline preferred; equivalent relevant experience may be considered.
3+ years of relevant experience in GSOC/SOC operations, operational training, emergency operations, security, dispatch, intelligence, public safety, or a comparable environment preferred.
Demonstrated experience developing and delivering adult learning, operational training, structured onboarding, or on-the-job training, including practical exercises, scenarios, assessments, or other competency-based learning.
Strong facilitation, presentation, written communication, and coaching skills with the ability to translate complex operational processes and technical information into clear, practical instruction.
Proficiency with Microsoft Office and related business tools, including Microsoft Word, PowerPoint, and Excel, with the ability to create professional training materials, presentations, documentation, reports, trackers, and other supporting resources.
Ability to assess employee knowledge and proficiency, identify individual or recurring gaps, and develop appropriate learning solutions.
Strong organizational, documentation, and program-management skills with the ability to manage multiple training priorities and maintain accurate records.
Ability to provide constructive feedback, build positive working relationships, and contribute to a collaborative learning and team environment.
Ability to collaborate effectively and professionally with GSOC management, Team Leads, Analysts, Operators, client stakeholders, and subject-matter experts.
Ability and willingness to maintain operational proficiency by learning and understanding frontline workflows, systems, procedures, and evolving program requirements.
Flexibility to support a 24/7 operation, including periodically adjusting work hours to observe, train, or support personnel across different shifts.
Must be willing to sign an NDA and maintain strict confidentiality.

Responsibilities

Develop, coordinate, and deliver structured onboarding and role-specific training for Team Leads, Analysts, Operators, and other assigned program personnel, including classroom instruction, hands-on practice, system demonstrations, shadowing, scenario-based learning, and other appropriate training methods.
Develop and maintain training plans, learning objectives, proficiency requirements, assessments, job aids, exercises, and supporting materials aligned with the responsibilities and readiness expectations of each role.
Track employee training progression and proficiency, identify individual knowledge or skill gaps, and partner with operational leadership to evaluate readiness for independent or newly assigned responsibilities.
Evaluate training effectiveness and identify recurring knowledge, readiness, or program-level gaps, recommending adjustments that strengthen employee proficiency and operational performance.
Coordinate ongoing, refresher, remedial, and cross-training based on operational requirements, employee development needs, procedural changes, quality findings, and identified performance or knowledge gaps.
Serve as a positive culture driver throughout onboarding and ongoing development, reinforcing expectations for professionalism, teamwork, accountability, communication, continuous learning, and an inclusive and supportive team environment.
Maintain accurate training and competency records and ensure approved training materials remain current, organized, accessible, and aligned with established procedures, systems, workflows, and operational expectations.
Regularly observe frontline operations across roles and shifts and maintain sufficient operational proficiency to ensure training remains practical, relevant, and reflective of current operations.
Review quality findings, significant incidents, after-action feedback, operational trends, and employee feedback to identify training needs and opportunities for improvement.
Partner with GSOC management, Team Leads, and other appropriate stakeholders to distinguish training or knowledge gaps from performance, procedural, process, or technology issues and recommend appropriate solutions.
Maintain professional relationships with authorized client stakeholders and subject-matter experts, incorporating appropriate operational feedback into training initiatives while ensuring changes are reviewed, approved, and implemented through established channels.
Participate in required training, cross-training, knowledge checks, exercises, and other readiness activities to maintain proficiency in program operations and training responsibilities.
Support exercises, audits, incident reviews, procedural or system rollouts, projects, and other continuous-improvement initiatives as operational and client requirements evolve.
Develop and maintain training metrics and reporting to provide GSOC leadership with visibility into onboarding progress, proficiency, completion rates, recurring knowledge gaps, remedial training, and overall program effectiveness.