Job Description

About the Role

​ Sibylline is looking for experienced GSOC Operations Manager (OMs) join our team, working on-site, embedded within our client’s rapidly evolving GSOC. GSOC Operation Managers will be responsible for managing teams in the client’s office location, based in Seattle, WA. OMs must excel in people management and be comfortable providing senior-level direction for operational and tactical responses to safety and security issues in a dynamic, high-intensity environment.

​Successful candidates will have a proven track-record in three key areas: (1) managing diverse teams under pressure to achieve results while fostering a supportive, collaborative environment; (2) managing timely assessments of potential risks to the customer and overseeing immediate response to the satisfaction of stakeholders and/or in accordance with established policies and procedures; and (3) managing multiple priorities and concerns and escalating significant issues to senior-level management as necessary.

​OMs will serve as the senior Sibylline representatives on shift at the client’s GSOC, and are thus responsible for the overall response to issues that arise on-shift as well as the day-to-day management of assigned personnel. The shifts are structured with a OM, who directly manages multiple Supervisors. The Supervisors in turn manage multiple Lead Operators and Operators.

Duties and Responsibilities

Operations Management

• Provide strategic direction and hands-on guidance to Supervisors and other team members to manage all activities and emerging issues that occur on-shift, including physical security, safety, and business continuity events.
• Respond to escalations and provide direct assistance/communications to stakeholders, including field-based security specialists, site security facilitators, and facilities managers as required.
• Use judgement to assess immediate risks to the safety and security of customers, providing timely communications to customers about those risks when needed.
• Lead initial crisis management functions in response to breaking events and work with regional crisis leads for incident escalation and handover.
• Provide exemplary customer service to the client and those requiring GSOC support or services, whilst helping subordinates to reach a similar level of customer service-related excellence.
• Escalate issues as required to more senior-level manager and/or the client.
• Provide oversight and quality assurance for all tasks completed on assigned shifts, including final product review and approval prior to dissemination.
• Monitor and track metrics and key performance indicators for biweekly and quarterly review as required by the client contract.

​Personnel Management

• Serve as the line manager to on-shift Supervisors and skip-level manager to their subordinates.
• Ensure appropriate staffing coverage and alignment of responsibilities.
• Provide direct support and engagement to help subordinates reach their performance potential within assigned roles and meet broader professional development goals.
• Manage performance- or behavior-related staff concerns and issues in accordance with company policies.

Strategic Vision and Continuous Improvement

• Serve as a senior-level contributor to strategic discussions about the direction of the global program and programmatic evolutions that expand and improve GSOC services and customer experience.
• Contribute to the development and/or maintenance of policies and procedures impacting GSOC efficacy.
• Support efforts to identify modern technologies and business processes to improve overall GSOC efficiency. Manage the operational implementation of technology and process changes in accordance with approved change management plans.

​Billing review

• Facilitate scheduling to ensure all critical posts are filled and billed in accordance to the work order.
• Work with the Senior GSOC Manager to conduct initial invoice review and correct errors prior to invoice submission.

Qualifications

Minimum

• Bachelor’s or Associate degree.
• Five (5) years’ experience in a high-intensity, high-volume environment, such as a Security Operations Center, Crisis Management/Response Center, or Customer Call Center.
• Demonstrated effectiveness as a direct manager-of-record to diverse, cross-functional teams filling junior and junior-mid-level roles in an organizational hierarchy. Management experience must include direct, simultaneous oversight of at least ten (10) subordinates.
• Excellent verbal communication skills, with proven comfort engaging directly with the client and other customers.
• Excellent written communications skills, to include editing final products for business leaders.
• Experience gathering and analyzing data to create metrics that support positive change and continuous improvement recommendations.
• Demonstrated ability to manage change and conflict effectively.
• Proven confidence and effectiveness managing high-intensity, dynamic situations.
• Proven ability to manage competing priorities and reprioritize according to the situation or client expectations.
• Professional judgement to escalate issues requiring senior-level management support and response.
• Comfortable with technology, with the ability to quickly navigate, oversee, and ​maintain situational awareness of multiple systems and applications simultaneously.
• Strong business acuity, enthusiasm, and a positive attitude.

Preferred

• Master’s degree and/or Bachelor’s/Associate degree with professional certifications related to crisis management, project management, business continuity, Lean/Six Sigma principles, or in related fields.
• Eight (8) or more years’ experience in a high-intensity, high-volume environment, such as a Security Operations Center, Crisis Management/Response Center, or Customer Call Center.
• Driver of excellence as manager-of-record to diverse, cross-functional teams that includes direct, simultaneous oversight of at least 20 subordinates, including mid-level managers.
• Demonstrated experience and proven abilities to manage cross-functional teams in high-intensity, high-pressure environments or situations.
• Experience leading crisis responses or elements of crisis response efforts that involve life-safety or other risk to company or customer.
• Emotional intelligence, as demonstrated through leadership and management skills and activities, such as mentoring and/or proactively identifying customer needs before they are articulated or articulable.

Additional Information

Next Steps

Successful candidates will be invited to complete a writing assessment (at an arranged time to suit you) to test writing and analytical ability. Shortlisted applicants will then be invited to a final panel interview. In the current environment, our interviews will be conducted virtually.

​The remuneration for this role is negotiable for the right candidate, dependent on qualifications, aptitude and experience. The salary range for this position is $80,000 - $120,000.

​Sibylline is committed to the recruitment and selection of candidates without regard for sexual orientation, gender, ethnicity, age, political beliefs, culture and lifestyle. The firm is committed to fostering a business culture that reflects these values and promotes equal opportunity.