GSOC Associate Manager

About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.    

This simple idea-that we all deserve to belong, and on our own terms-is core to who we are as a company and how we make decisions. Our teamis made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to  learn fast, create with audacity and lead boldly? Join our team.

About the Role

The Global Security Operations Center (GSOC) Associate Manager plays a critical role in Gap Inc.'s Asset Protection strategy, "We enable purpose-led, billion-dollar businesses by protecting People, Assets, and Brands." You will contribute to the Global Security & Crisis Management "Center of Excellence" by providing capabilities with a "Try Fast, Learn Fast, Think Big mentality." The GSOC Associate Manager is a high-visibility role. It is directly accountable for the effective and efficient management of the Global Security Operations Center (GSOC) and its operators. The GSOC Associate Manager will lead the day-to-day activities in the Global Security Operations Center and oversee, monitor, and guide the daily job performance of GSOC personnel.

The GSOC, located in Albuquerque, NM, serves as the secondaryedundant GSOC location, providing operational support and capabilities to the main HQ GSOC in San Francisco, Ca. In addition, the ABQ GSOC will serve as the Asset Protection (AP) Service Center, with the primary duty of monitoring Gap Inc. field stores' alarm systems and coordinating appropriate response actions to alarms. The GSOC works closely with teams across the Gap Inc. Asset Protection organization and the wider business, serving as a critical business partner that enables our businesses.

What You'll Do

• The GSOC Associate Manager monitors and manages the performance and actions of GSOC Operators and will serve as a subject matter expert, with experience in GSOC operations, including alarm systems monitoring.
• In coordination with the Sr. Manager of Global Security and the GSOC Manager, the GSOC Associate Manager will provide coaching, recognition, training, and development to all GSOC personnel team members.
• Perform daily functions of the GSOC, including, but are not limited to: alarm systems monitoring, customer service center, risk intelligence, incident/crisis response, emergency notification, travel security, and physical security.
• Participates and leads the GSOC as an AP Service Center by providing direct support to field brand stores in answering routine and emergency calls, monitoring alarms and video equipment, including fire alarms, door alarms, and duress alarms, and providing general assistance to employees, vendors, and guests.
• Manage and handle situations of a sensitive nature and maintain the company's confidentiality and information security practices (medical records, personnel issues, investigations, public relations incidents, emergency personnel contact information, etc.).
• Manage and lead response efforts to life safety incidents (medical, safety, natural disasters, etc.) and coordinate the response of security officers, ERT, facilities, police, fire, and EMS personnel as required.
• Leads and provides direction for the dissemination of emergency mass notifications and other crisis communications.
• Assists with the development and/or revision of GSOC processes, protocols, and systems.
• Provides backup, support, and on-call function as needed for the GSOC.
• Ensures completion of routine audits and inspections of physical security and safety compliance initiatives on a daily, weekly, monthly, and annual basis.
• Supervise the maintenance and deployment of a GSOC knowledge and metrics repository (ex: SharePoint Site, OneDrive, Microsoft Teams, or other tools).
• Works with the Asset Protection and Global Security management teams to identify process and quality improvements for GSOC/AP Service Center operations.
• Develops, leads, and conducts training exercises in conjunction with the BCP, ICS Market, and Global Security leadership teams.

Who You Are

• Ability to lead and positively influence others for high-performance output.
• A dependable team player with business maturity, enthusiasm, and a positive attitude.
• Must be competent and literate with computers and technology systems and platforms.
• Must be able to communicate both written and orally through superior communication skills.
• Ability to multitask in a fast-paced, high-pressure work environment and make sound decisions.
• Ability to analyze and think critically, sometimes under ambiguous circumstances.
• Strong understanding and experience with video surveillance and physical access control systems.
• Strong decision-making ability during both crisis and non-crisis situations.
• Ability to analyze problems, identify causes, and implement results-oriented solutions.
• Excellent organizational and time management ability.
• A professional demeanor, along with excellent customer service skills.
• Must successfully complete and pass the "CritiCall" computer-based testing module. CritiCall is used to measure skills that are vital as a GSOC Operator, including, but not limted to, multitasking, prioritization, map-reading, memory recall, comprehension, data-entry, and decision-making.
• Experience in developing, supervising, training, and leading teams in a security operations environment (military experience or other related emergency responder experience a plus).
• Ability to prioritize workload based on urgency; able to delegate tasks and communicate to a range of audiences, including executive management.
• Experience working with alarm systems, including access control, fire life safety, and burglary/intrusion alarms.
• 3-5 years of hands-on experience in GSOC operations.
• Able to analyze threats for real-time impact on the operations with the ability to develop and direct mitigation strategies.
• Strong interpersonal and networking skills with a strong ability to work in a team environment.
• Good working knowledge of Microsoft Office suite and Windows OS
• Have a strong knowledge of physical security, alarm systems monitoring, customer call center operations, information security, and emergency operations, preferably in a corporate environment.
• Access Control/Alarm Monitoring systems experience (C-CURE experience, or similar, a plus)
• Flexibility to work various shifts if needed, including weekends and holidays
• Experience in working with video surveillance, physical access control, incident management, and risk intelligence monitoring tools and systems
• Possess a solid employment history demonstrating reliability and dependability

Benefits at Gap Inc.

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• One of the most competitive Paid Time Off plans in the industry.*
• Employees can take up to five "on the clock" hours each month to volunteer at a charity of their choice.*
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.*
• Employee stock purchase plan.*
• Medical, dental, vision and life insurance.*
• See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.

US CandidatesPlease note that effective, June 30, 2022, Gap Inc. will no longer require any of its employees to wear face masks or require proof of COVID vaccination, unless required by local or state/provincial mandates or as part of Gap Inc's quarantine guidelines after being exposed to or testing positive for COVID. Therefore, please disregard any language in any job posting that refers to Gap Inc.'s face mask and proof of vaccination policy as said policy is no longer effective.