Senior Manager, GSOC Operations

* Oversee Midwest

GSOC shift operations—managing shift supervisors and their teams
* Ensure high-quality, consistent, and mission-driven execution
* Partner closely with the Senior Manager of GSOC Strategy to translate strategic vision into operational excellence
* Work hand in hand with the Senior Manager of the Eastcoast GSOC locations
* Work full time from the office. This is not a hybrid role.
* Lead with purpose, fostering a culture where every team member can thrive and contribute to our shared mission
* Proactively make adjustments to overcome obstacles and hold others accountable to set milestones
* Have a strong and proven record leading dynamic teams where they are as comfortable leading a team as they are working cross-functionally across multiple teams to achieve a common goal
* Understand and leverage available channels and stakeholders to outline an effective comms strategy/plan toward effective presentations through compelling storytelling
* Leverage different approaches and build on the ideas and perspectives of others
* Possess the skill to prioritize multiple tasks concurrently with a high degree of skill and efficiency
* Thrive in a fast-paced environment that involves working independently and collaborating with others
* Be able to work flexible or non-standard hours when needed to support operations or major incidents
* Oversee and lead all aspects of Midwest GSOC daily operations across three shifts, ensuring operational continuity, effectiveness, and responsiveness 24/7/365
* Ensure consistent adherence to standard operating procedures (SOPs), incident response protocols, and communication standards
* Manage scheduling, staffing, performance, and development across shifts to ensure reliability, resilience, and engagement
* Leverage metrics and dashboards to monitor shift performance, identify trends, and drive data-informed decisions
* Partner closely with the Senior Manager of Strategy to operationalize training, quality assurance, and continuous improvement initiatives
* Bachelor’s degree or military experience
* At least 3 years experience leading a Security Operations Center, Emergency Response Center, or Call Center
* At least 5 years of direct people leadership experience across shifts or teams
* 4+ years experience leading a Security Operations Center, Emergency Response Center, or Call Center
* 6+ years of direct people leadership experience across shifts or teams

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
#J-18808-Ljbffr