Senior Manager, GSOC Operations

Job Description
About the Role   
Sibylline is looking for an experienced Senior Manager, GSOC Operations to join our team, working on-site, embedded within our client’s rapidly evolving GSOC. The Senior Manager will be accountable for day-to-day operations in the client office locations based in Seattle, WA. The successful candidate must excel in people management, program oversight, and project delivery in a dynamic, high-intensity environment. Successful candidates will have a proven track-record establishing and supporting resilient, customer-obsessed GSOCS and will be capable of delivering results across a spectrum of needs in challenging operating conditions.  
The Senior Manager, GSOC Operations will serve as the senior Sibylline representative on-site at the client’s GSOC and will work closely with the client GSOC manager to implement a shared strategy and vision. They will be accountable for team KPI and delivery of exceptional service to the client.  They will be responsible for day-to-day personnel management and serve as a conduit to the client for significant life-safety or other customer-related escalations and concerns. The Senior Manager will oversee operational teams and teams of specialized experts in areas such as knowledge management, technology, and training. Will be responsible for a large, diverse team, with growth expected locally and globally.  
Duties and Responsibilities  
Essential Functions  
Operational Oversight  
Provide strategic direction and as required, direct guidance to the Shift Operations Managers and their direct reports to manage activities and emerging issues that occur during the 24/7 shift cadence, including physical security, safety, and business continuity events. 
Serve as the senior Sibylline representative for any escalations related to breaking events or the team’s implementation of approved policies and procedures. Use professional judgement to determine those escalations that require client awareness and/or engagement. 
Provide necessary oversight to ensure initial crisis management functions are undertaken in response to breaking events and appropriately handed over to regional crisis leads and other stakeholders for incident escalation and response. 
Primary schedule is Monday-Friday but must be available to be on-call to support the Shift Operations Managers as needed after hours, on the weekend, and during holidays for urgent escalations. Willing to backstop their peer on the opposite coast, as needed. 
Oversee scheduling to ensure all critical posts are filled and that teams are tracking their hours accurately. 
Ensure all required reporting and contractual compliance requirements are met. 
Attend regularly scheduled stakeholder meetings to speak on your team’s performance using alarm response data. 
Assist in-house Operations Managers with operational escalations when necessary. 
Collaborate with in-house Operations Managers on ways to improve operational efficiency. 
Personnel Management  
Serve as line manager to Shift Operations Managers and expert team leads, and skip-level manager to their subordinates. 
Ensure appropriate staffing coverage and alignment of responsibilities across shifts and expert teams. Ensure day-to-day management of personnel is completed including scheduling, tracking of hours worked, and performance support. 
Support the HR teams in ensuring that onboarding, training and continuous learning, and performance support-related programs, projects, and tasks, are appropriately carried out. 
Work within Sibylline structures to help personnel across teams reach their performance potential in assigned roles and meet broader professional development goals. 
Manage performance- or behavior-related staff concerns and issues as required within the hierarchical structure and 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. 
Oversee staff contributions to the development and/or maintenance of policies and procedures impacting GSOC efficacy. 
Ensure operational implementation of technology and process changes in accordance with approved change management plans. 
Monitor and track metrics and key performance indicators for biweekly and quarterly review as required by the client contract.