Senior Manager, Operations – Global Security Operations Center (GSOC)

Overview

Senior Manager, Operations – Global Security Operations Center (GSOC)

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 wheredevelopment 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 Sentry, our 24/7/365 Global Security Operations Center (GSOC). This operational anchor of the GSOC leadership team will:

• Oversee all GSOC shift operations—managing three 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 full time from the office. This is not a hybrid role. 

The ideal candidate should:

• 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

Key Responsibilities: 

Operational Excellence

• Oversee and lead all aspects of Sentry 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

Leadership 

• 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

Relationship Management

• 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

Basic Qualifications:

• 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

Preferred Qualifications:

• 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

 At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $154,600 - $176,400 for Sr. Mgr, Security Services

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.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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.com

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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).