Principal Associate, Sentry Shift Supervisor, Global Security Operations Center

Principal Associate, Sentry Shift Supervisor, Global Security Operations Center

At Capital One, we dare to dream, disrupt and deliver a better way. Our goal is simple—bring ingenuity, simplicity and humanity to an industry ripe for change. Our Global Workplace Services (GWS) team is a dynamic organization where development matters as much as our ability to provide collaborative and secure environments that drive connection, innovation and business success. Our commitment extends beyond solutions; it embraces a culture of care. We value, celebrate and respect each teammate's unique talents, experience, and contributions.

In GWS, our team manages a diverse portfolio of mixed-use owned and leased properties. We’re constantly transforming our workplace to enable our employees to work the way they work best. But it doesn’t stop there. We don’t just reimagine and create fabulous spaces and amenities, we also manage and operate them and ensure the safety and security of our employees and the community—we’re a well-oiled machine! That’s why our team is seeking a Principal Associate, Sentry Shift Supervisor.

The Sentry Supervisor plays a key role in safeguarding Capital One’s people, customers, facilities, branches, cafes and assets. As part of Capital One’s 24/7/365 Security Operations Center (Sentry), this position leads a dedicated shift of teammates responsible for emergency response, alarm and event monitoring, incident detection, triage, and notification. This role provides support, guidance, training and accountability to the teammates they lead and assists in the identification and execution of Sentry processes and initiatives; this includes quality assurance responsibilities and ongoing reviews of existing processes. During real-time security or safety events, this role may take lead in facilitating cross-functional communications and/or working directly with the Enterprise Crisis Management team.  

This position works rotating shifts that may include weekends, holidays, evenings and overnight shifts. This role's hours are expected to be 11pm-7am Tuesday through Saturday or Sunday through Thursday but is subject to change with the needs of the business.

Due to the critical nature of this position, this role is completely on site. 

The Ideal Candidate Should:

• Be comfortable presenting to senior leaders, connect data points to drive clarity, and leverage optimal communication channels

• Understand customer needs and request customer feedback to build solutions that "meet customers where they are”

• Be able to build trust with stakeholders toward effectively leading projects with confidence

• Be able to work autonomously, take accountability for work, and demonstrate a level of subject matter expertise

• Leverage credible sources to ground information, discern how best to navigate ambiguity, and demonstrate discretion

• Operate with integrity by delivering best practice solutions that serve the bigger picture

• Be able to discern issues, and offer vetted, sustainable solutions

• Identify and manage delivery risks, and assess task level of effort to manage bandwidth and maintain high quality results

• Look for opportunities to help others be successful, recognize others and support a highly-effective team

• Lean in to go the extra mile and extend expertise to help the team deliver stronger results

• High proficiency in Sentry operational processes, procedures, and resources

Key Responsibilities:

• Act as people manager and development coach for Security Operations Specialists on shift and indirect manager of contract Watch Officers 

• Collaborate effectively with other Sentry supervisors, ensuring knowledge sharing from shift to shift and managing schedules to ensure coverage across shifts and centers

• In coordination with Sentry manager, create engagement opportunities for teammates across and within shifts (e.g. recognition events, volunteer/community impact experiences)

• Review and provide ongoing feedback on all aspects of Sentry training and engage in and develop learning opportunities and preparedness exercises

• Complete audits and quality assurance reviews of processes and procedures, in support of investigations or as directed by Sentry manager or risk/control partners

• Continuously look for ways to simplify and improve processes and escalate process gaps

• Keep abreast of current