Senior Manager, GSOC Operations

Overview

Senior Manager, GSOC Operations

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 where development 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 are constantly transforming our workplace to enable our employees to work the way they work best. We don’t just reimagine and create 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 our Midwest 24/7/365 Global Security Operations Center (GSOC). This operational anchor of the GSOC leadership team will:

• 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
• Be able to work flexible or non-standard hours when needed to support operations or major incidents

• Oversee and lead all aspects of Midwest GSOC 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

• 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

• 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

• 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

• 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…