Global Security Operations Center Manager Amazon Corporate Security Business Assurance Center

At Amazon we strive to be the earths best employer. To get there we need exceptionally talented bright and driven people. The Amazon Corporate Security (ACS) 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 bestinclass organization to keep Amazons 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.

SHIFT
This a shift based role within a 24x7 operation; this position works Sunday Wednesdayonsite in Arlington VA. You may be required to work evenings holidays weekends and on call.

EXPORT CONTROL REQUIREMENT
Due to applicable export control laws and regulations candidates must be a U.S. citizen or national U.S. permanent resident (i.e. current Green Card holder) or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job 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 BACs 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 25.

A day in the life
As a Corporate GSOC Operations Manager you will own service delivery across a team responsible for the daily operational work within the BAC. You must be able to provide seniorlevel direction and tactical response to operational issues encountered by their teams. You will obsess over internal and external customers triaging and responding to their security needs and leveraging your verbal and written communication skills.

Bachelors degree or equivalent experience.
Five 5 years of operational program management experience in a highvolume highintensity environment such as a security operations center call center or crisis management/emergency response center.
Verbal and written communication skills with an ability to remain calm focused and professional in highstress situations.
Experience managing a diverse team comprised of both junior and midlevel management personnel.
Writing skills to include drafting editing and publishing written products such as incident reports messaging products and security alerts.
Demonstrated experience managing security incidents and crises.
Demonstrated experience in investigating error developing root cause analysis and reporting findings and proposed mitigations to leadership team members.

Advanced education/certification in the fields of emergency management security management project management business continuity Lean Six Sigma or related disciplines.
Experience with access control and CCTV systems such as C*Cure Lenel or Avigilon.
Demonstrated ability to quickly collect and analyze data necessary to brief senior leaders on important time sensitive security issues.
Proven track record of bar raising vendor management skills including the development implementation and tracking of vendor KPIs performance improvement initiatives and scope enhancement projects.
Demonstrated analytical acumen and datadriven mindset towards decisionmaking to define strategy spark growth and fuel longterm impact
Track record of earning trust across security and nonsecurity business lines
Demonstrated ability to provide briefings to highlevel executives particularly during crises
Must be able to handle highimpact situations and remain effective under pressure

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.