The Security Area Manager is a leadership position overseeing 24/7 global operations at Amazon's Global Security Operations Center (GSOC), supporting Amazon's Worldwide Operations. The Security Area Manager is responsible for ensuring performance Service Level Agreements (SLAs) are met, customer responses are appropriate according to policies and procedures, and the continuous development and motivation of a high-performing team. The role manages incident response and crisis management with significant impact on life safety, operations, and brand reputation.
The successful candidate must have a proven record of effective leadership capability and demonstrate above-average judgment while operating under pressure. They must possess the ability to operate autonomously, use discretion when dealing with sensitive and critical information, and apply sound business principles and data analysis to identify barriers and initiate actions to resolve.
Key job responsibilities
1. Lead and maintain command authority over assigned shift personnel, ensuring uninterrupted 24/7 operational readiness.
2. Maintain situational awareness of global events affecting Amazon's associates, assets, operations, and reputation.
3. Demonstrate mastery of GSOC Policies, Standards, Procedures, and Guides; execute established compliance processes in alignment with WWOS requirements.
4. Oversee incident lifecycles (Assess/Triage, Notify/Activate, Manage/Respond), ensuring adherence to standardized procedures, proper documentation within technology platforms, and timely incident closure.
5. Serve as the Incident Owner (IO) during critical events; conduct Incident Triage Calls, develop Incident Mitigation Plans, make escalation decisions, and direct stakeholder communication.
6. Manage process controls to ensure compliance across the assigned shift; identify, assess, and mitigate risks to the operation that are above tolerance levels.
7. Lead, develop, and motivate a team of GSOC Specialists to achieve service level agreements (SLAs) and key performance indicators (KPIs).
8. Manage, mentor, and coach direct reports; foster individual and team development through performance goals, continuous improvement, and wellness initiatives.
9. Optimize cross-team processes to improve team efficacy and delivery; drive process improvements that enhance operational readiness and crisis response capabilities.
A day in the life
A Security Area Manager is responsible for developing and motivating a high-performing team of GSOC Specialists. Daily, a SAM operates autonomously, using discretion when dealing with sensitive and critical information, and applying sound business principles to identify barriers and initiate actions to resolve. The SAM leads people during shift operations, triages incoming security alerts and emergency notifications, coordinates crisis response across internal and external stakeholders, and ensures all incidents are documented and tracked through resolution using established protocols and the Event Management Tool (EMT). This leadership role requires the employee to work on a shift, including nights and weekends, based on the needs of the GSOC.
About the team
The Global Security Operations Center (GSOC) supports the WWOS mission by providing 24/7/365 services to Amazon's Worldwide Operations. The GSOC provides support and timely notification to global partners regarding critical incidents that have impacted, or have the potential to impact, Life-Safety, Operations, and/or the Amazon Brand. We are Amazon's central location for critical incident management supporting worldwide operations, as well as affiliate and retail businesses. The GSOC operates across multiple global sites with coverage in 14+ languages, managing a team of Security Operations Managers, Security Area Managers, and Crisis Specialists. We are looking for an agile, adaptive, and detail-oriented leader to oversee a diverse, multi-disciplined team.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent
- 5+ years of work in relevant industries such as law, customer service, investigations, risk, compliance or project management experience
- 5+ years of customer service experience
- Experience with all Microsoft Office applications
PREFERRED QUALIFICATIONS
- 3+ years of high-volume, high-intensity environment such as a security operations center, event security, call center, or crisis management/emergency response center experience
- Experience with process improvements (Lean Six Sigma and/or Kaizen)
- Experience working cross-functionally across several teams both technical and non-technical
- Experience in workplace violence, emergency response, crisis management, and business continuity practices
- Experience using data and metrics to back up assumptions, evaluate outcomes, and make data-driven decisions
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, AZ, Goodyear - 83,200.00 - 145,500.00 USD annually
