Shift Operations Manager

We are partnered with a renowned intelligence and strategic risk consultancy in the security sector. This firm offers an innovative, fast-paced, and continuously expanding work environment, where employees gain exposure to high-profile clients across various industries, from multinational corporations to government agencies and NGOs. The Operations Manager will benefit from hands-on experience in tackling complex security challenges and have the opportunity to grow within the company, developing their skills in risk analysis, crisis management, and strategic decision-making.

Key attributes include:

• Self-motivated individuals who show initiative and good judgment
• Excellent written and spoken English
• A strong interest in security and intelligence
• The ability to work under pressure, lead when required, and collaborate effectively within teams
• Excellent attention to detail

The Role:

We are looking for an experienced Shift Operations Manager, embedded within our client’s rapidly evolving GSOC. This role is based on-site in Arlington, Virginia. SOMs will manage teams within the client’s office, providing senior-level direction for operational and tactical responses to security and safety issues in a fast-paced environment

Successful candidates will have proven experience in key areas:

• Managing diverse teams under pressure, while encouraging a collaborative environment
• Overseeing risk assessments and timely responses to customer issues
• Managing multiple priorities and escalating significant issues to senior management
• SOMs will act as the senior representatives on shift at the client’s GSOC and are responsible for managing on-shift personnel and overall response to any issues. This is an overnight shift, Monday through Friday, from 22:00 to 06:45.

Duties and Responsibilities

Operations Management:

• Provide strategic direction to Supervisors and team members on all shift activities, including security, safety, and business continuity events.
• Respond to escalations, offering direct assistance to stakeholders as needed.
• Use judgment to assess immediate risks, communicating them to customers when required.
• Lead crisis management functions and liaise with regional crisis leads for incident escalation.
• Maintain a high level of customer service, both personally and by guiding subordinates.
• Oversee quality assurance for all tasks completed on shift.
• Track metrics and key performance indicators for client review.

Personnel Management:

• Serve as the line manager to Supervisors and oversee their subordinates at a higher management level
• Ensure adequate staffing and role alignment.
• Support subordinates’ performance potential and professional development goals.
• Address any performance- or behaviour-related issues in accordance with company policies.

Strategic Improvements and Continuous Development:

• Contribute to strategic discussions and programmatic improvements within the GSOC.
• Assist in the development and maintenance of policies and procedures.
• Support the implementation of new technologies and business processes to enhance GSOC efficiency.

Benefits:

• Medical/Dental/Vision
• Long Term/Short Term Disability
• Basic Life and AD&D Insurance
• 401(k) with up to 5% matching
• PTO: 10 days accrued per year and 4 personal days annually
• 5 sick days provided upfront each year