GSOC Americas Manager

TITLE: GSOC Manager – Americas

JOB SUMMARY

The GSOC Manager – Americas is responsible for providing strategic leadership and operational oversight for all Global Security Operations Center (GSOC) activities across the Americas region. This role directly supervises three GSOC Operations Managers (covering all shifts) and ensures consistent, high-quality service delivery across all sites. The GSOC Manager acts as the primary point of contact for the client and for global security leadership in the region, driving operational excellence, aligning processes across shifts, and supporting continuous improvement initiatives.

KEY RESPONSIBILITIES

Leadership & Supervision

• Lead, mentor, and support all GSOC Operations Managers and their teams throughout the Americas.
• Conduct performance evaluations and oversee professional development and coaching.
• Ensure proper staffing across all shifts, including coverage planning, gap management, and rotational on-call scheduling.
• Support recruitment, onboarding, and credentialing of new GSOC personnel.
• Foster a culture of accountability, teamwork, and operational excellence.

Operational Oversight

• Ensure consistent adherence to Standard Operating Procedures (SOPs) and all company policies across shifts.
• Monitor key GSOC performance metrics, including alarm response times, access control activity, incident reporting accuracy, and escalation protocols.
• Review and approve operational reports (daily, biweekly, quarterly, annual) submitted by Operations Managers.
• Provide guidance and escalation support for critical incidents, investigations, or client concerns.
• Lead continuous improvement efforts and drive standardization of processes across all GSOC locations and shifts.

Client & Stakeholder Management

• Serve as the primary client-facing representative for GSOC operations in the Americas.
• Build and maintain strong, professional relationships with clients, branch offices, vendors, and global security partners.
• Address and resolve client escalations in collaboration with Operations Managers, ensuring timely follow-up and communication.
• Maintain transparency with stakeholders regarding operational performance, key incidents, and improvement initiatives.

Administrative & Compliance

• Oversee documentation standards, filing systems, and organizational procedures across all GSOC sites.
• Ensure accurate timekeeping, attendance tracking, and payroll coordination with Operations Managers.
• Maintain compliance with all legal, contractual, and insurance requirements.
• Review and approve critical incident notifications, operational reports, and SOP compliance.

REQUIRED SKILLS & ABILITIES

• Strong leadership abilities and proven experience supervising multi-shift teams.
• Excellent verbal and written communication skills.
• High attention to detail with strong multitasking and prioritization skills.
• Advanced customer service, problem-solving, and conflict-resolution capabilities.
• Proficiency with Microsoft Office Suite and operational reporting platforms.
• Ability to drive operational alignment, process improvement, and cross-shift consistency.

EDUCATION & EXPERIENCE

• Bachelor’s degree preferred.
• Security, military, or law enforcement background preferred.
• Demonstrated experience managing multi-shift security operations teams.
• Experience in client relationship management and operational program oversight.

COMPENSATION & BENEFITS

Securitas offers a competitive starting salary of $100,000 per year, commensurate with experience, along with a comprehensive benefits package that includes:

• Medical, Dental, Vision, and Life Insurance
• 401(k) Retirement Plan
• 10 Vacation Days, 6 Sick Days, and 4 Floating Holidays
• Opportunities for advancement within a global security leader

OTHER DUTIES

This job description reflects the core responsibilities of the role but