Senior Manager, GSOC Operations
Capital One
Senior Manager, GSOC Operations
Job Description
Overview
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 dynamic and experienced Senior Manager of GSOC Operations to lead the day-to-day functions of our Midwest 24/7/365 Global Security Operations Center (GSOC). This operational anchor of the GSOC leadership team will:Oversee MidwestGSOC 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
Create a psychologically safe environment that encourages learning from mistakes, innovation, and proactive problem solving
Recognize and celebrate individual and team contributions while addressing performance challenges with fairness and transparency
Provide direct leadership, coaching, and support to shift supervisors and their teams—empowering them to succeed while building a high-trust culture
Apply human-centric leadership principles, promoting empathy, open communication, professional development, and wellbeing across all levels of the GSOC
Act as the go-to leader for real-time GSOC operations, making sound decisions during escalations, critical incidents, and high-pressure situations
Serve as a key liaison with internal stakeholders and business partners needing real-time GSOC support
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
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Locations
- Riverwoods, Illinois Riverwoods, IllinoisRiverwoods
Salary
80,000 - 135,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Shift operations managementintermediate
- People leadership across shiftsintermediate
- Data-driven decision makingintermediate
- Incident response and escalationintermediate
- Cross-functional collaborationintermediate
- Performance metrics and dashboardsintermediate
- Standard operating procedures adherenceintermediate
Required Qualifications
- Bachelor’s degree or military experience (experience)
- At least 3 years experience leading a Security Operations Center, Emergency Response Center, or Call Center (experience)
- At least 5 years of direct people leadership experience across shifts or teams (experience)
- Preferred: 4+ years experience leading a Security Operations Center, Emergency Response Center, or Call Center (experience)
- Preferred: 6+ years of direct people leadership experience across shifts or teams (experience)
Responsibilities
- 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
- Act as the go-to leader for real-time GSOC operations, making sound decisions during escalations, critical incidents, and high-pressure situations
Benefits
- general: Comprehensive, competitive, and inclusive set of health, financial and other benefits
- general: Support for total well-being
Answer 10 quick questions to check your fit for Senior Manager, GSOC Operations @ Capital One.
Related Books and Jobs
Senior Manager, GSOC Operations
Capital One
Senior Manager, GSOC Operations
Job Description
Overview
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 dynamic and experienced Senior Manager of GSOC Operations to lead the day-to-day functions of our Midwest 24/7/365 Global Security Operations Center (GSOC). This operational anchor of the GSOC leadership team will:Oversee MidwestGSOC 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
Create a psychologically safe environment that encourages learning from mistakes, innovation, and proactive problem solving
Recognize and celebrate individual and team contributions while addressing performance challenges with fairness and transparency
Provide direct leadership, coaching, and support to shift supervisors and their teams—empowering them to succeed while building a high-trust culture
Apply human-centric leadership principles, promoting empathy, open communication, professional development, and wellbeing across all levels of the GSOC
Act as the go-to leader for real-time GSOC operations, making sound decisions during escalations, critical incidents, and high-pressure situations
Serve as a key liaison with internal stakeholders and business partners needing real-time GSOC support
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
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Locations
- Riverwoods, Illinois Riverwoods, IllinoisRiverwoods
Salary
80,000 - 135,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Shift operations managementintermediate
- People leadership across shiftsintermediate
- Data-driven decision makingintermediate
- Incident response and escalationintermediate
- Cross-functional collaborationintermediate
- Performance metrics and dashboardsintermediate
- Standard operating procedures adherenceintermediate
Required Qualifications
- Bachelor’s degree or military experience (experience)
- At least 3 years experience leading a Security Operations Center, Emergency Response Center, or Call Center (experience)
- At least 5 years of direct people leadership experience across shifts or teams (experience)
- Preferred: 4+ years experience leading a Security Operations Center, Emergency Response Center, or Call Center (experience)
- Preferred: 6+ years of direct people leadership experience across shifts or teams (experience)
Responsibilities
- 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
- Act as the go-to leader for real-time GSOC operations, making sound decisions during escalations, critical incidents, and high-pressure situations
Benefits
- general: Comprehensive, competitive, and inclusive set of health, financial and other benefits
- general: Support for total well-being
Answer 10 quick questions to check your fit for Senior Manager, GSOC Operations @ Capital One.
Related Books and Jobs