Principal Associate, Sentry Shift Supervisor Global Security Operations Center

Capital One • Riverwoods, IL

3d • Onsite

About The Position

Capital One’s Global Workplace Services team is seeking a Principal Associate, Sentry Shift Supervisor for its 24/7/365 Global Security Operations Center (Sentry). The supervisor helps safeguard Capital One’s people, customers, facilities, branches, cafes, and assets by leading a dedicated shift responsible for emergency response, alarm and event monitoring, incident detection, triage, and notification.

The role provides support, guidance, training, and accountability to Security Operations Specialists and contract Watch Officers. It contributes to identifying and executing Sentry processes and initiatives, including quality assurance and ongoing process reviews. During security or safety events, the supervisor may facilitate cross-functional communications or work directly with the Enterprise Crisis Management team. The position is fully on site and works rotating shifts that may include weekends, holidays, evenings, and overnights.

Requirements

• High school diploma, GED, or equivalent certification.
• At least 2 years of experience managing people in an emergency or security operations center, crisis center, or call center setting.
• At least 1 year of experience with Google for Business suite applications.
• At least 1 year of customer service experience.
• High proficiency in Sentry operational processes, procedures, and resources.
• Ability to tailor clear, timely communications for cross-functional teams and senior leadership.
• Ability to manage complex project deliverables and partner relationships through proactive communication.
• Ability to lead peers, shape operational solutions, and drive execution.
• Ability to apply domain expertise and deliver analytical products with minimal oversight.
• Ability to navigate ambiguity, troubleshoot complex operational challenges, and propose solutions.
• Ability to manage workload and bandwidth while executing high-volume, high-visibility initiatives on schedule.
• Ability to build constructive cross-functional relationships and support peers through coverage and training.
• Personal integrity and accountability in upholding corporate values.
• Availability to work rotating shifts that may include weekends, holidays, evenings, and overnights.
• Capital One will not sponsor a new applicant for employment authorization or provide immigration-related support for this position.

Nice To Haves

• Bachelor’s degree or military experience.
• 3 or more years of experience managing people in an emergency or security operations center, crisis center, 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 coach Security Operations Specialists on shift and indirectly manage contract Watch Officers.
• Collaborate with other Sentry supervisors to share knowledge between shifts and manage schedules to ensure coverage across shifts and centers.
• Coordinate with the Sentry manager to create teammate engagement opportunities, such as recognition events and volunteer or community-impact experiences.
• Review and provide ongoing feedback on Sentry training, and participate in and develop learning opportunities and preparedness exercises.
• Conduct audits and quality assurance reviews of processes and procedures in support of investigations or as directed by the Sentry manager or risk and control partners.
• Identify opportunities to simplify and improve processes and escalate process gaps.
• Stay informed about current and emerging threats and trends across Capital One locations.
• Coordinate communications and maintain critical system statuses during emergencies; may facilitate cross-functional calls.
• Support project managers on security-monitoring installations and projects, including system testing.
• Support investigations of critical incidents across the Capital One footprint as directed.
• Proxy for the Sentry manager or support other shifts when needed.
• Lead cross-team initiatives or participate in broader team workstreams.
• Perform other administrative tasks as directed 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