Global Security Operations Center Manager, Protective Services, Business Assurance Center

Amazon • Seattle, WA

7d • Onsite

About The Position

At Amazon, we strive to be the earth’s best employer. To get there, we need
exceptionally talented, bright, and driven people. The Protective Services (PS)
Business Assurance Center (BAC) provides accurate, actionable information to the
right people at the right time to support a safe, secure work environment. The
BAC is the first point of contact for all safety and security concerns, the
coordination lead for incident triage and response, and the knowledge manager
for related data. The team delivers three core service lines: alarm management,
incident response, and customer support. If you would like to help the BAC build
a best-in-class organization to keep Amazon’s people, property, assets, and
ideas safe, this is your chance to make history by joining our team.

The BAC is looking for talented security managers to lead delivery across all
three service lines during their shift. A successful candidate will have a
strong track record of managing operational security programs, vendor contracts
and performance, and driving positive service relationships among a diverse
group of stakeholders, partners, and customers. Success in this role will
require flexibility, bias for action, high judgement, and a wide range of
technical and interpersonal skills. Time management and continuous task
prioritization is crucial to delivering support services in this dynamic, fast
paced environment.

This role will require the selected candidate to ensure global Supervisors’
priorities are focused on supporting their Operators, and their success. The
Operations Manager will oversee the service delivery of the global teams they
lead, thus enabling Supervisors to focus on supporting their people. The
Operations Manager will be an escalation point for Supervisors and their direct
reports to act on issues or barriers impacting the customer experience. The
Operations Manager will be accountable for creating the input, actions, and
representation of team performance in standard meeting routines such as metrics
calls with Senior Leadership. They will also be a key leader to identify and
participate in process improvement activities.

Requirements

• Bachelor's degree or equivalent
• 5+ years of high-volume, high-intensity environment such as a security operations center, event security, call center, or crisis management/emergency response center experience
• Experience in Incident Management, Threat Management, Corporate Investigations, Law Enforcement, Security Operations, Crisis Management or a related field that involves conducting threat assessments, workplace investigations, and/or incident response
• Writing skills to include drafting, editing, and publishing written products such as incident reports, messaging products, and security alerts.

Nice To Haves

• Experience managing contract security and physical security operation programs such as Access Control/Intrusion Detection and CCTV Surveillance systems
• Experience analyzing data and creating reports for leadership
• Experience using data analysis to drive business decisions
• Experience producing executive-level written materials and presenting to executive audiences
• Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity
• Advanced education/certification in the fields of emergency management, security management, project management, business continuity, Lean Six Sigma, or related disciplines.
• Track record of earning trust across security and non-security business lines

Responsibilities

• Directly manage diverse teams responsible for the remote security monitoring and incident management of Amazon corporate offices around the world.
• Oversee the drafting and publication of written products and communications, including the editing and quality management of all written products.
• Understand and own the controllable elements of service level delivery. Track and manage key performance indicators (KPIs) to ensure consistent performance in line with the BAC’s core service delivery standards.
• Manage competing priorities, including concurrent security events, by directing and allocating personnel resources, and escalating to managers and stakeholders as necessary.
• Manage Service Level Agreements (SLAs) to ensure consistent service delivery across multiple functional levels.
• Use data and insights to prepare metric reviews and identify areas of opportunity for improvement.
• Participate in regular operational reviews and performance reporting. Includes coordinating with the necessary stakeholders, ensuring information is relevant, accurate, easy to consume, and conveys improvement opportunities.
• Know how to nurture and develop leadership skills.
• Confidently facilitate team discussions and communicate business messages.
• Maintain a high level of professionalism and approachability.
• Ability to travel both domestically and internationally – 10%.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level