Embedded Shift Operations Manager

Job Description

About the Role

Sibylline is looking for experienced Shift Operations Managers (SOMs) to join our team, working on-site, embedded within our client's rapidly evolving GSOC. SOMs will be responsible for managing teams in the client's office location, based in Seattle, WA. SOMs 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.

SOMs 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 SOM, who directly manages multiple Supervisors. The Supervisors in turn manage multiple Lead Operators and Operators.

The shift hours will be Wednesday - Saturday 9pm-7am

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 Account Manager to conduct initial invoice review and correct errors prior to invoice submission.