Embedded GSOC Operations Manager

2 weeks ago

Seattle, United States Sibylline Americas Full time

Job Description About the Role About the Role Sibylline is looking for experienced GSOC Managers to join our team, working on-site, embedded within our client’s rapidly evolving GSOC. Managers will be responsible for multiple shifts in the client’s office location, based in Arlington, VA or Seattle, WA. GSOC Managers must excel in people management and be comfortable providing senior-level direction for operational and tactical responses in coordination with the client. Reporting directly to the Senior GSOC Manager, Managers will collaborate with multiple shifts to optimize the program and service provided to the client. GSOC Managers will serve as the senior Sibylline representatives on shift at the client’s GSOC and are thus responsible for the overall response to issues that arise on-shift as well as the day-to-day management of assigned personnel. The shift hours will beWednesday - Saturday 9pm-7am Duties and Responsibilities Under the guidance of the Senior GSOC Manager, Facilitate the strategic direction of the embedded GSOC program and workflows. Deliver status reports and business metrics related to measurable key performance indicators (KPIs) and service level agreements (SLAs). Provide guidance to the team by ensuring goals and objectives are met. Generate and analyze data to ensure regulatory and contractual compliance across the account. Oversee scheduling to ensure all critical posts are filled and billed in accordance to the work order. Serve as the line manager to on-shift Supervisors and skip-level manager to their subordinates. Provide direct support and engagement to help subordinates reach their performance potential within assigned roles and meet broader professional development goals. Manage performance- or behavior-related staff concerns and issues in accordance with company policies. Contribute to the development and/or maintenance of policies and procedures impacting program and account efficacy. Monitor and track metrics and key performance indicators for biweekly and quarterly review as required by the client contract. Lead initial crisis management functions in response to breaking events and work with direct client leads for incident escalation and handover. Provide oversight and quality assurance for all tasks completed on assigned shifts, including final product review and approval prior to dissemination. Provide strategic direction and guidance to Supervisors and other team members to manage all activities and emerging issues that occur across multiple shifts. Manage the operational implementation of technology and process changes in accordance with approved change management plans. Work cross-functionally with the client on incident and crisis response within operations. Escalate operational issues as required to more senior-level manager and/or the client

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