Security Operations Center Lead

About the role

The Safe and Secure Operations Center Functional Lead role oversees a team that monitors CCTV, access control, alarm systems, operates emergency phone lines, and responds to incidents at Carvana sites nationwide. Key responsibilities include leading the team, analyzing trends, providing coaching, and ensuring adherence to systems and policies.

Responsibilities

• Oversee day-to-day activities of assigned team; identify strengths and weaknesses; determine areas of opportunity and appropriate steps to improve.
• Engage assigned team, provide appropriate coaching, development, and performance management; offer feedback and demonstrate desired skills.
• Create a work and team environment that inspires positive communication, team cohesion, and adherence to Carvana's Values.
• Proactively communicate information to team members, providing clear understanding of expectations, performance measures, and goals.
• Prevent and resolve conflict among team members.
• Maintain staff by recruiting, selecting, orienting, and training employees.
• Positively reinforce and monitor progress toward team goals.
• Timely and effectively communicate information to other relevant teams and stakeholders.
• Support leadership and participate in implementation and execution of team/department initiatives and strategies.
• Escalate significant high-risk issues to senior-level management as necessary and provide recommendations to ensure the safety of our teams and business operations.
• Assign and hold team members accountable to work schedules to ensure appropriate staffing to meet relevant KPIs and goals.
• Provide direction to Associates to ensure the appropriate response to routine and emergency calls, alarm and video triggers.
• Assess alarm data, information, and create independent recommendations to help drive alarm reduction.
• Assess and lead ROC response to life safety incidents (medical, safety, natural disasters, etc.) and determine proper course of action for Safe and Secure Associates, facilities, police, fire, and EMS personnel as required via telephone, and/or software systems.
• Ensure team adherence to outlined Service Level Agreements.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent.
• 3+ years of security operations or call center experience.
• 1+ years of experience directly supervising/managing a team.
• Ability to work flexible hours and shifts.
• Demonstrated ability to coach team members to deliver a consistent, top-notch customer service experience.
• Experience working closely and communicating effectively with diverse set of stakeholders in an ever-changing, rapid growth environment with tight deadlines.
• Excellent verbal and written communication skills.
• Able to help create, develop, and implement process improvement(s).

Qualifications

• Bachelor’s degree (ideally in business, finance or criminal justice) from an accredited college or university.
• Crisis Management Leadership experience.
• Experience with Jira, Wrike and/or MS Project project management software.