Job Description
DESCRIPTION
At Amazon, we strive to be the earth’s 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 best-in-class organization to keep Amazon’s 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 - Wednesday, 0500 – 1500 onsite 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 BAC’s 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 senior-level 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.
BASIC QUALIFICATIONS
• Bachelor’s degree or equivalent experience.
• Five (5) years of operational program management experience in a high-volume, high-intensity 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 high-stress situations.
• Experience managing a diverse team comprised of both junior and mid-level 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.
Job Tags
Holiday work, Permanent employment, Full time, Remote job, Shift work, Weekend work, Sunday, Afternoon shift,