Amazon—Security Operations Manager, GSOC, Worldwide Operations Security (WWOS)

Job description

Description: The Worldwide Operations Security (WWOS) Global Security Operations Center (GSOC) is Amazon’s 24/7 centralized command center supporting Worldwide Amazon Stores. The GSOC manages critical incidents impacting life safety, operational continuity, and brand reputation by connecting sites with the appropriate subject matter experts and coordinating end-to-end incident response. We accomplish this by creating policy and implementation guidelines; training leadership and staff; using technology to eliminate subjectivity, complexity, and variation; identifying, preparing for, and mitigating risk; and auditing our practices to ensure compliance. The Security Operations Manager, Global Security Operations Center (GSOC) will provides critical support and timely notification to global partners regarding incidents that have impacted, or have the potential to impact, Life Safety, Operations, and/or the Amazon Brand. They will assist in managerial ownership of their shift and be responsible for ensuring performance SLAs are met, that responses are appropriate according to policies and procedures, and for developing and motivating a highly performant staff. The Security Operations Manager must also deal effectively with ambiguity and make response-related decisions sometimes with incomplete information in the best interest of Amazon. The successful candidate must have a proven record of effective leadership capabilities and demonstrate elevated 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 to identify barriers and initiate actions to resolve. The candidate should possess a proven record of working across multiple organizations to resolve escalations where the problem and solutions, as well as risk strategy, may not be well defined. The GSOC is a 24/7/365 operation, and this position will require shift work, including night and weekend shifts. Key job responsibilities • Lead 24/7 GSOC shift operations, ensuring timely triage, escalation, and resolution of incidents impacting life safety, operational continuity, and Amazon’s brand. • Provide timely notifications, situation reports, and executive briefings to global stakeholders • Ensure shift operational excellence by maintaining ownership of performance, achieving established Service Level Agreements (SLAs), and driving consistent execution of policies and procedures • Partner with Security, Operations, HR, Workplace Health & Safety (WHS), Legal, Communications and other internal stakeholders to coordinate effective incident response and business continuity support. • Lead, coach, and develop a high-performing team of Operations Security Specialists by setting clear expectations, providing regular coaching and feedback, and fostering a culture of accountability, operational excellence, and continuous learning. • Monitor incident trends, operational metrics, and emerging risks to identify opportunities for process improvements, strengthen response capabilities, and reduce recurring issues. • Lead post-incident reviews and drive corrective actions that improve operational resilience, standardize best practices, and enhance the effectiveness of global incident management. • Partner with cross-functional and global teams to develop, implement, and continuously improve processes, tools, and operational standards that support scalable, efficient GSOC operations. • Maintain the highest standards of professionalism, sound judgment, confidentiality, and customer obsession while protecting Amazon’s associates, operations, and brand. A day in the life As a GSOC Security Operations Manager, you will lead a team responsible for managing critical security and operational incidents across Amazon’s global network. Your day may include directing responses to workplace emergencies, severe weather events, security threats, transportation incidents, or operational disruptions while coordinating with multiple business partners and executive stakeholders. You will coach your team in real time, provide strategic guidance during escalations, ensure operational metrics are met, and continuously improve processes that strengthen Amazon’s global incident management capability. Requirements: - 7+ years of conducting workplace risk investigations experience - Experience in conducting workplace risk investigations - Experience leveraging technology to drive process improvements - Experience managing direct reports - Bachelor's degree or equivalent - 7+ years of customer-facing environment experience - CPA, CMA, CISA, CIA or equivalent risk, audit, or compliance credentials - Lean Six Sigma Green Belt or Black Belt certification - Knowledge of Microsoft Office including Outlook, Word, and Excel - Experience working in a customer-facing environment - Experience with physical security control and surveillance systems - Master's degree or equivalent Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.