Manager-Security Operations Center

Salary range is $95,000 USD to $191,000 USD with a midpoint of $143,000 USD. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Benefits

• Health Benefits: Two choices of medical plans, a dental plan, and a vision plan at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans:
  • 401a – 10% of employee contribution with a 12% match by Sound Transit.
  • 457b – up to IRS maximum (employee only contribution).
• Paid Time Off: 25 days of paid time off annually with increases at four, eight, and twelve years of service. Additional days for director level and up. 12 paid holidays, up to 2 paid floating holidays, and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance discount.
• ORCA Card: All full-time employees receive an ORCA card at no cost.
• Tuition Reimbursement: Up to $5,000 annually for approved tuition expenses.
• Inclusive Reproductive Health Support Services.

About the Role

Under administrative direction of the Deputy Director, Security Operations Center, plans, develops, directs, manages, and implements the operational strategy, policies, and procedures for Sound Transit’s 24/7 Security Operations Center (SOC). Provides leadership and oversight of both internal personnel and contracted service providers, ensuring operational readiness, service delivery, compliance, and performance expectations are consistently achieved. Manages all aspects of the SOC operations, including emergency and non-emergency response, day-to-day operations, continuity of operations, training and readiness programs, exercises and drills, stakeholder coordination, emergency communications, records management, quality assurance, compliance with agency policies, procedures, contractual requirements, applicable regulations, and Computer-Aided Dispatch (CAD) functions.

Responsibilities

• Plans, directs, coordinates, and reviews the work of assigned staff and operational functions; manages internal personnel and oversees contract service providers; coordinates schedules, projects, and programs; provides coaching, performance management, and constructive feedback; and evaluates operational processes and service delivery for continuous improvement.
• Hires, trains, coaches, and supervises Security Operation Center Supervisors and Operators over a 24-hour a day, 7-day a week operation.
• Performs administrative and personnel management duties associated with first-line supervision, including scheduling, staffing, timekeeping, payroll coordination, and performance management, employee development, goal setting, and resource allocation.
• Develops and implements programs to enhance communications, analyze trends and potential risks, processes, or systems to determine and suggest improvements to reduce the existence, severity, and probability of risk to the agency and public.
• Assesses the needs and/or continuous improvement of training, processes, tools, and equipment used by Security Operations Center personnel.
• Ensures collaboration between Sound Transit personnel and contractors to avoid blind spots or gaps and coordinate strategic efforts in support of the Public Safety mission.
• Assists in the development of an effective strategy to assess and mitigate risk, maintain continuity of operations, and safeguard the Agency; develops and drafts policies, procedures, and plans necessary to effectively support Sound Transit's Public Safety Program as it relates to security.
• Manages work plans and projects independently and develops planning processes that are suitable for implementation.
• Communicates, builds, and deepens partnerships with internal and external stakeholders to include local law enforcement, fire service, and transit partners.
• Represents Sound Transit and the Sound Transit Public Safety division at relevant meetings both external and internal to the Agency.
• Provides support to the Deputy Director of Security Operations Center or their designee on matters as directed.
• Understands and keeps abreast of public safety trends related to communications centers.
• Ensures processes, policies, and practices are interpreted and applied consistently and effectively including agency policies and procedures, rules, and regulations.
• Continually reviews for process improvements and recommends changes to upper management; organizes assigned activities to ensure coordination with other groups within Public Safety and Sound Transit.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity, and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.
• Follows the Agency safety rules, regulations, and procedures pertaining to assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• Integrates sustainability into everyday business practices.
• Other duties as assigned.

Requirements

• Bachelor's degree in Emergency Communications, Safety, Public Administration, Business Administration, Criminal Justice, or related field, and five years of administrative and professional experience in a Public Safety, communications center or a public or private dispatch/alarm/call center; or an equivalent combination of education and experience.
• Three years of leadership, budgetary, planning, and workforce management experience.

Preferred Qualifications

• ICS (100, 700)
• NIMS
• APCO Public Safety Training/ Certification
• NENA Center Manager Certification Program

Skills

• Leadership, supervisory, and analytical skills.
• Excellent interpersonal, strong verbal and written communication.
• Knowledge of alarm, surveillance, camera, radio communication, and mass communication systems.
• Operational characteristics, services, and activities of a safety program area.
• Pertinent federal, state, and local laws, codes, and regulations.
• Methods and techniques used in the performance of safety duties and responsibilities.
• Principles and practices of industrial hygiene and occupational health and safety programs.
• Methods and techniques of work design solutions to health and safety issues, assessing safety hazards, and implementing corrective measures.
• Use of standard industrial hygiene equipment used in monitoring physical, chemical, and biological exposures, and knowledge of standard methods for conducting these evaluations.
• Occupational health and safety standards, including construction safety standards and rail system safety requirements.
• Methods and techniques of developing and conducting safety program training sessions.
• Recent developments, current literature, and information related to safety rules and regulations.
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
• Utilizing personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports.
• Establishing and maintaining effective working relationships with other division staff, management, vendors, outside agencies, community groups, and the public.
• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
• Effectively dealing with people and stressful situations, which may continue for extended periods.
• Assessing situations accurately and quickly.
• Developing training and performance standards, solving problems, and making appropriate decisions.
• Clearly communicating ideas, facts, and concepts to all contracted staff, employees, and partner agencies.
• Developing policy and procedures.
• Developing knowledge of, respect for, and skills to engage with those of other cultures or backgrounds.
• Understanding, interpreting, and communicating complex issues, laws, policies, and procedures.
• Maintaining composure in difficult situations.
• Working effectively with co-workers, contractors, the public, and others by sharing ideas in a constructive and positive manner.
• Developing and drafting clear written documents and analyses for senior and executive level management.
• Establishing, developing, and maintaining collaborative and effective working relationships with other division staff, management, vendors, outside agencies, community groups, and the public.
• Serving as an effective member of teams and working groups that can successfully communicate public safety related concepts to a broad range of technical and non-technical staff.
• Presenting plans, proposals, and information to public and agency personnel.
• Applying project management techniques and principles.
• Managing multiple tasks, setting objectives/goals, and re-prioritizing as needed.
• Expertise in managing sophisticated and high-profile community mitigation, community preparedness, operational readiness, and/or public response and recovery programs.
• Maintaining confidentiality and communicating with tact and diplomacy.
• Implementing the programs and services of an identified functional area within the department.
• Responding to inquiries and ineffective oral and written communication.
• Reputation for calm and composure during chaotic periods, exercising a high level of tact, good judgement, discretion, and diplomacy and cooperative working relationships with diverse groups of people.
• Ability to make quick decisions.

Preferred Skills

• Experience overseeing and administering surveillance, alarm, mass communication, computer-aided dispatch, contract management, policy and procedure development, and knowledge of radio communications systems.

Schedule

• Work is performed in a hybrid environment with an expectation of working in the office a minimum of 3 days per week.
• Work shifts may be rotating shifts, including weekends, and may be on call.
• This job is designated as essential employees and may be required to report to work as scheduled when Sound Transit is closed due to severe weather.