Principal Associate, Sentry Shift Supervisor Global Security Operations Center

Capital One • Riverwoods, IL

4d • $98,900 - $112,900 • Onsite

About The Position

The Sentry Shift Supervisor safeguards Capital One’s people, customers, facilities, branches, cafes, and assets as part of the 24/7/365 Global Security Operations Center (Sentry). The role leads a shift of teammates responsible for emergency response, alarm and event monitoring, incident detection, triage, and notification. It provides guidance, training, development, and accountability to teammates and contract Watch Officers, and contributes to Sentry processes, initiatives, quality assurance, and ongoing process reviews. During security or safety events, the supervisor may lead cross-functional communications or work directly with the Enterprise Crisis Management team.

The role is completely onsite and works rotating shifts, which may include weekends, holidays, evenings, and overnight shifts. The position is based on the stated location-dependent pay information for Riverwoods, Illinois, and is eligible for performance-based incentive compensation.

Requirements

• High school diploma, GED, or equivalent certification.
• At least 2 years of experience managing people in an emergency or security operations center, crisis, or call center setting.
• At least 1 year of experience with Google for Business suite applications.
• At least 1 year of people leadership experience.
• At least 1 year of customer service experience.
• High proficiency in Sentry operational processes, procedures, and resources.
• Ability to communicate clearly and promptly across cross-functional teams and senior leadership.
• Ability to manage complex project deliverables and build strong partner relationships.
• Ability to lead peers, navigate ambiguity, troubleshoot operational challenges, and manage high-volume, high-visibility work.
• Personal integrity, accountability, and ability to build constructive cross-functional relationships.

Nice To Haves

• Bachelor’s degree.
• Military experience.
• 3 or more years of experience managing people in an emergency or security operations center, crisis, or call center setting.
• At least 1 year of experience with security technology systems and emergency communication operations.
• At least 1 year of experience in intelligence gathering, assessment, and reporting.

Responsibilities

• Manage and develop Security Operations Specialists on shift and indirectly manage contract Watch Officers.
• Collaborate with other Sentry supervisors, share knowledge across shifts, and manage schedules to maintain coverage across shifts and centers.
• Coordinate with the Sentry manager to create engagement opportunities for teammates across and within shifts.
• Review and provide ongoing feedback on Sentry training, and participate in and develop learning opportunities and preparedness exercises.
• Complete audits and quality assurance reviews of processes and procedures, including reviews supporting investigations or requested by the Sentry manager or risk and control partners.
• Identify opportunities to simplify and improve processes and escalate process gaps.
• Monitor current and emerging threats and trends across the Capital One footprint.
• Coordinate communications and maintain critical system statuses during emergencies; facilitate cross-functional calls when needed.
• Support project managers with new installations and projects involving security monitoring, including system testing.
• Support investigations of critical incidents across the Capital One footprint as directed.
• Proxy for the Sentry manager or support other shifts as needed.
• Lead cross-team initiatives or participate in broader team workstreams.
• Complete other administrative tasks as assigned by the Sentry manager.

Benefits

• Comprehensive health, financial, and other benefits supporting total well-being; eligibility varies by employment status and management level.
• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED