Principal Associate, Sentry Shift Supervisor Global Security Operations Center

Description

The company runs a global security operations center around the clock, every day of the year, and the Sentry team protects its people, customers, facilities, branches, cafes and assets.

The Global Workplace Services team manages a mix of owned and leased properties, including the spaces people work in and the safety and security of those spaces and the surrounding community.

This role leads one shift of Sentry teammates who handle emergency response, alarm and event monitoring, and incident detection, triage and notification.

You will coach, guide and hold the team accountable, and help shape Sentry processes, including quality assurance and regular reviews of existing procedures.

During real-time security or safety events, you may lead cross-functional communication or work directly with the Enterprise Crisis Management team.

Responsibilities

• Manage and coach Security Operations Specialists on your shift, and indirectly oversee contract Watch Officers.
• Work with other Sentry supervisors to pass knowledge between shifts and plan schedules so every shift and center is covered.
• With the Sentry manager, plan engagement activities for teammates within and across shifts, such as recognition events or volunteer and community projects.
• Review all parts of Sentry training, give ongoing feedback, and build learning and preparedness exercises.
• Carry out audits and quality reviews of processes and procedures, either for investigations or as the Sentry manager or risk and control partners request.
• Find ways to simplify and improve processes, and escalate gaps you find.
• Track current and emerging threats and trends across the company footprint.
• In emergencies, coordinate communications, keep critical system statuses up to date, and possibly run cross-functional calls.
• Support project managers on new installations and projects that involve security monitoring, including system testing.
• Help investigate critical incidents across the company footprint when asked.
• May stand in for the Sentry manager and help other shifts.
• May lead cross-team initiatives or join wider team workstreams.
• Handle other administrative tasks the Sentry manager assigns.
• Work rotating shifts that can include weekends, holidays, evenings and overnight hours.

Requirements

• You have a high school diploma, GED or equivalent certification.
• You have at least 2 years of experience managing people in an emergency or security operations center, crisis setting, or call center.
• You have at least 1 year of experience with Google for Business suite applications.
• You have at least 1 year of people leadership experience.
• You have at least 1 year of customer service experience.
• Preferred: a bachelor's degree or military experience.
• Preferred: at least 3 years of experience managing people in an emergency or security operations center, crisis setting, or call center.
• Preferred: at least 1 year of experience with security technology systems and emergency communication operations.
• Preferred: at least 1 year of experience in intelligence gathering, assessment and reporting.
• You communicate clearly and on time with cross-functional teams and senior leaders, so stakeholders stay aligned and rework is avoided.
• You build strong partner relationships, manage complex deliverables tied to customer needs, and communicate proactively.
• You act as a peer leader, give clear opinions that shape operational solutions, and drive execution.
• You bring specialized expertise to raise team capability and produce high-impact analysis with little oversight.
• You work well with ambiguity, stay open to other views, and keep your focus on core priorities.
• You uphold corporate values with personal integrity and hold yourself and your team to them.
• You troubleshoot complex operational problems in unclear situations and propose complete solutions.
• You manage your workload to deliver high-volume, high-visibility initiatives on time.
• You build constructive cross-functional relationships, break down silos, and support peers through coverage and training.
• You are highly proficient in Sentry operational processes, procedures and resources.

Conditions

The role is fully on site.

Shifts rotate and may include weekends, holidays, evenings and overnight hours.

Full-time annual salary for Riverwoods, IL is $98,900 to $112,900. Pay in other locations follows that location's range, and the exact offer appears in the offer letter.

Part-time pay is prorated based on the agreed number of regular hours.

Applications will be accepted for at least 5 business days.

The company will not sponsor a new applicant for employment authorization or provide any immigration-related support for this role, including H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, O-1, or any other work authorization that requires employer immigration support.

No agencies.

The company is an equal opportunity employer and considers qualified applicants with criminal histories in line with applicable laws.

Benefits

• Eligible for performance-based incentive pay, which may include cash bonuses and or long-term incentives, and may be discretionary or non-discretionary depending on the plan.
• Access to a comprehensive set of health, financial and other benefits. Eligibility depends on full or part-time status, exempt or non-exempt status, and management level.