Senior Program Manager, Global Security Operations Centers (GSOCs)

## About the role Drive operational excellence across the Americas Global Security Operations Centers, ensuring the delivery of consistent, high-quality 24x7 monitoring, dispatch, notification, incident escalation, and security operations support services. Establish operational priorities, performance measurements, and service delivery expectations aligned with Global Security objectives and stakeholder needs. Monitor operational performance through key performance indicators (KPIs), service level agreements (SLAs), operational metrics, and customer experience measures. Analyze operational trends, identify service gaps, and implement corrective actions to improve operational effectiveness, resiliency, and efficiency. Develop and maintain operational scorecards, reporting mechanisms, and business reviews that communicate operational performance to leadership and stakeholders. Ensure operational procedures, escalation protocols, and response frameworks remain effective, current, and aligned with evolving business requirements. Establish and maintain governance frameworks that drive accountability, transparency, service quality, and continuous improvement. Provide operational leadership during significant incidents, crises, business disruptions, and security events requiring enterprise coordination. Support enterprise incident management processes by coordinating information flow, escalation, decision support, and executive awareness activities. Support planning, execution, and evaluation of crisis management exercises, simulations, and operational readiness activities. ## Process Improvement and Operational Excellence Develop, implement, and maintain operational standards, playbooks, procedures, and governance documentation. Support the lifecycle management, testing, deployment, adoption, and optimization of security technologies supporting GSOC operations. Contribute to technology modernization initiatives including command center technologies, alarm monitoring platforms, incident management systems, mass notification capabilities, video systems, reporting tools, and analytics platforms. Evaluate and advance the use of artificial intelligence, automation, and emerging security technologies to enhance situational awareness, improve operational effectiveness, create efficiencies, and strengthen Global Security capabilities. Develop trusted partnerships across Global Security, Workplace Services, Security Engineering, and other business functions. Participate in professional development opportunities that strengthen leadership, operational, technology, and crisis management capabilities. Participate in rotating 24x7 on-call responsibilities. Perform additional duties as assigned. ## Requirements - 4+ years experience in security program or program management or related field OR equivalent experience. - Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. - Bachelor's Degree in Business, Emergency Management, Criminal Justice, Security Management, Intelligence Studies, Technology Management, or related field and 8+ years of experience in security operations, crisis management, command center operations, emergency communications, intelligence operations, physical security, or related disciplines. OR equivalent combination of education and professional experience. - 5+ years of experience managing operational programs, strategic initiatives, supplier relationships, or service delivery functions. - Experience operating within a 24x7 mission-critical environment. - Experience utilizing operational metrics, service level agreements, and performance reporting to drive continuous improvement. - Experience leading complex cross-functional projects involving multiple stakeholders. - Experience communicating effectively with executive leadership, external partners, and business stakeholders. - Master's Degree in Business Administration, Security Management, Emergency Management, Public Administration, or related discipline. - Experience supporting Global Security Operations Centers (GSOCs), Command Centers, Fusion Centers, Emergency Operations Centers (EOCs), or Security Operations environments. - Experience managing outsourced service providers and strategic vendor relationships. - Experience with Lenel OnGuard, security monitoring systems, mass notification platforms, video management systems, incident management tools, and related technologies. - Experience supporting travel security, protective intelligence, crisis management, business continuity, or emergency response programs. - Demonstrated experience leading technology modernization and operational transformation initiatives. - Professional certifications such as CPP, PSP, ASIS CSMP, PMP, CBCP, CEM, or equivalent industry certifications. ## Nice to have - Master's Degree in Business Administration, Security Management, Emergency Management, Public Administration, or related discipline. - Experience supporting Global Security Operations Centers (GSOCs), Command Centers, Fusion Centers, Emergency Operations Centers (EOCs), or Security Operations environments. - Experience managing outsourced service providers and strategic vendor relationships. - Experience with Lenel OnGuard, security monitoring systems, mass notification platforms, video management systems, incident management tools, and related technologies. - Experience supporting travel security, protective intelligence, crisis management, business continuity, or emergency response programs. - Demonstrated experience leading technology modernization and operational transformation initiatives. - Professional certifications such as CPP, PSP, ASIS CSMP, PMP, CBCP, CEM, or equivalent industry certifications. ## What we offer - Participate in professional development opportunities that strengthen leadership, operational, technology, and crisis management capabilities. - Participate in rotating 24x7 on-call responsibilities. - Perform additional duties as assigned. ## About us - Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.