GSOC, Assistant Manager

In addition to fulfilling all the responsibilities, as described in the GSOC Operator job description, the GSOC Assistant Manager oversees all duties and responsibilities of their assigned shift(s) while ensuring quality control for customer service, production, and output for 24x7x365 operation in conjunction with GSOC Management. This person assures that all GSOC positions are staffed with qualified personnel and implements security procedures to ensure all procedures are met. The position is under the direction of the GSOC Manager. Work hours for this position are 10:00 PM to 6:30 AM. The GSOC Assistant Manager will have 2-3 direct reports.

Responsibilities:

• Actively participate in the recruitment and hiring of GSOC Operators, including interviewing, and selecting candidates. The GSOC Supervisors is responsible for coaching and developing staff, addressing performance issues, and managing disciplinary action, including recommending separations.

• Develop and execute training for the Operators in all operation center functions and conduct training exercises with the field leaders.

• Supervise Operators and perform the duties of an Operator on the night shift. These duties include but are not limited to, taking and dispatching calls, managing emergencies on or off lot, and producing incident alerts/tactical briefings on incidents impacting SPE assets globally. Support other duties as assigned.

• Oversee quality control for work performed by the Operators.

• Assist with the development and/or revision of GSOC processes, protocols, and systems. Work with GSOC Manager to identify process and quality improvements.

• Create weekly coverage schedules and provide back-up support and on-call function as-needed to mitigate any scheduling conflicts.

• Ensure that field personnel respond to all emergencies: medical, fire, hazardous materials, natural disasters, and accidents. Provide information and tactical recommendations to leadership during incidents.

• Maintain internal database(s) ensuring information is accurate and up to date. Coordinate with Regional Security Directors, Production Security, Production Safety, S3 personnel, and other SPE personnel to obtain relevant updates. Conduct periodic inventory and assessment of GSOC security technology equipment.

• Serve as final approver for mass notifications/communications and critical emails. 

• Receive shift pass down and conduct shift briefings to provide updates, assignments, training, and ensure operational continuity. Delegate tasks to manage shift workload and ensure efficient operations.

Requirements:

• 1-3 years of experience the security function, preferably in a control center setting

• 1+ years of experience as a shift lead or supervisor role

• A Bachelor’s Degree in Information Technology, International Affairs, Business, Emergency Management, Political Science, Criminal Justice, or related field is preferred but not required.

• Ability to accurately type a minimum of 40 words per minute

• Proficient with Microsoft Office and CCTV software

• Ability to provide excellent customer service while handling a high volume of customer calls for service

• Must be able to communicate efficiently with all levels of the company. 

• A fluent Japanese speaker is preferred but not required.

• Must be skilled at conflict resolution.

The anticipated base salary for this position is $60,000-$75,000. This role may also qualify for annual incentive and/or comprehensive benefits. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location of the position.

Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.

To request an accommodation for purposes of participating in the hiring process, you may contact us at [email protected].