PSOC Operations Manager

Job title : PSOC Operations Manager - AMER

Reports to : PSOC Regional Manager - AMER

Location : San Antonio, Texas (on site)

FLSA : Exempt DOE

About our team

We are a dynamic, dedicated team that provides management and support for a global guarding services account that spans across 30+ countries. Our client is an industry-leading datacenter organization, and we pride ourselves in delivering best-in-class solutions through our teams made up of Security Operations, Business Operations, Shared Services, Threat and Incident Management, Environmental Health and Safety, and Human Resources. As part of this team, you’ll work alongside a group of professionals that are committed to excellence and innovation. Within the Security Operations pillar, our Physical Security Operations Center (PSOC) team is a mission-critical group responsible for the physical security of data centers across the Americas (AMER) region. This team operates around the clock, ensuring the safety and security of facilities through access control, alarm monitoring, incident response, surveillance, and communication with various stakeholders. The team works collaboratively to mitigate risks and manage incidents in a rapidly evolving global landscape.

About the role

The PSOC Operations Manager (POM) serves as the day-to-day manager for a specific shift in the PSOC, that includes a team of Watch Supervisors and Watch Officers. Reporting directly to the PSOC Regional Manager (PRM), the POM is responsible for building a cohesive and high performing team, for their specified shift. This position ensures operational effectiveness and excellence in accordance with PSOC Global and PSOC Regional standards. Additional job functions may include client service, problem resolution, service enhancement, system maintenance, new hire and on-the-job training, and administrative support. Additionally, they serve as a primary point of contact, on their specified shift for incident response and escalation, as well as shift briefings, to ensure seamless communication of outputs, across shifts, to the RPM.

What you’ll do

In this role, you will actively manage Watch Supervisors and Watch Officers within a specified shift, to ensure round-the-clock security operations meet organizational and client standards. Key responsibilities include coaching security personnel and carrying out disciplinary actions in accordance with current policy, ensuring adherence to standard operating procedures and respective reports and documentation, ensuring site health and key performance indicator goals are met or exceeded, reviews logs, maintains documentation for audits, supports weekly scheduling and payroll processes, maintains and troubleshoots onsite security technology, manages inventory needs, continuous development training for all Watch Officers and Watch Supervisors, executing tactical skill development for new hires, and carrying out Regional PSOC Manager responsibilities in the event of their absence, and any other responsibilities as determined by the Regional PSOC Manager. You will act as a primary for emails, triage and escalations. Regular coordination with global and regional PSOC teams is required to maintain adherence to protocols, to contribute to the strategic development of improved security protocols, while tools like Microsoft Copilot are used to streamline reporting and analysis.

What you need to apply

We are looking for a seasoned professional with an associate’s degree and 4+ years of experience in Operations. You should also have 2+ years of experience as a people manager. If you have a background in security and / or datacenters, that would be a plus!

You should bring exceptional organizational and time management skills, with the ability to juggle multiple priorities seamlessly. A proactive, solution-oriented mindset is key, and you’ll need to excel at prioritizing tasks effectively and anticipate the needs of the team to stay ahead of the curve. You will need effective communication and presentation skills, and a proactive, adaptable mindset in a fast-paced, matrixed environment. It’s also important that you have proficient to advanced computer skills using Microsoft Office applications (Copilot, Outlook, Excel, PowerPoint, SharePoint, Teams, Word, etc.). If you have experience with Project Management, that would be a plus!

All applicants to this role must have reliable means of communication, reliable means of transportation (public or private) to get to / from work, the legal right to work in the country where the position is located, and the ability to speak, read and write in English proficiently.

What you’ll get

We believe great work deserves great rewards—and we’re committed to staying competitive. This role offers a base salary of $90,000-$105,000, plus eligibility for an annual performance bonus. That range is based on the Greater San Antonio Area and may flex depending on your experience and location. In this role, you’ll thrive in a fast-paced, dynamic environment while working on a prestigious multinational client account, giving you firsthand exposure to global operations and cross-regional collaboration. Beyond day-to-day, you’ll enjoy opportunities to travel both locally and internationally. We’re committed to employee development, with access to continuous learning, training programs, and career growth pathways designed to help you succeed and advance.

The extra stuff

This position requires—with or without reasonable accommodation—the physical and mental ability to perform all essential job functions effectively. This includes maintaining composure under pressure while interacting with clients, authorities, executives, and staff; working independently without direct supervision; and managing multiple tasks simultaneously. The role involves regular use of a computer and keyboard, frequent lifting or moving of items up to 10 pounds, and occasional lifting of up to 25 pounds. Visual acuity for both near and far distances, as well as the ability to adjust focus, is required. The position may involve handling sensitive or confidential information and requires flexibility in scheduling to meet operational demands.