GSOC Operations Manager

Securitas•San Jose, CA

About The Position

The GSOC Operations Manager leads the daily operations of the Global Security Operations Center, ensuring effective responses to security incidents, compliance requirements, and business continuity events across the enterprise. The role provides strategic and operational leadership to GSOC personnel, including the Assistant Manager, Shift Supervisors, and Operators, and serves as a liaison among internal stakeholders, third-party vendors, and Global Safety & Security leadership. The manager oversees incident management, security systems, operational excellence initiatives, and regulatory compliance programs in a fast-paced global environment. The position is responsible for developing GSOC personnel and managing center operations, workforce functions, incident responses, investigations, and security technologies. It also supports global security programs and initiatives, communicates with senior leadership, and works with Global Safety & Security leadership to strengthen security posture, operational efficiency, and risk mitigation.

Requirements

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

Nice To Haves

Bachelor’s degree in Criminal Justice, Security Management, Emergency Management, Business Administration, or a related field, or equivalent professional experience.
Experience managing a Security Operations Center (SOC) or Global Security Operations Center (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.

Responsibilities

Lead, mentor, and develop GSOC personnel, including Assistant Managers, Shift Supervisors, and Operators, to maintain operational readiness and support professional growth.
Manage GSOC operations, including training programs, emergency drills, alarm monitoring audits, incident response procedures, and compliance initiatives.
Oversee workforce management, including scheduling, payroll administration, invoicing, staffing coverage, and KPI reporting.
Monitor, assess, and coordinate responses to global security incidents, threats, and business disruptions affecting personnel, facilities, or operations.
Escalate critical incidents to Security Leadership and collaborate with Human Resources, Information Technology, Legal, Facilities, and business leaders on resolution.
Make decisions 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 into security incidents, policy violations, workplace concerns, and other sensitive matters, and provide detailed reports and recommendations to leadership.
Manage incidents through resolution, ensuring accurate documentation, tracking, follow-up, and reporting in incident management systems.
Partner with Security Systems Engineers, Administrators, Technicians, and vendors to optimize technologies, improve processes, and enhance security capabilities.
Serve as the subject matter expert for designated security systems and ensure effective use of platform functionality.
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 organizational security, operational efficiency, and risk mitigation.
Establish operational goals and performance expectations, delegate responsibilities, and ensure accountability across the GSOC team.
Maintain confidentiality when handling sensitive personnel matters, investigations, medical information, executive protection concerns, and crisis communications.
Communicate with senior leadership about critical incidents, operational performance, emerging threats, and strategic security initiatives.