Emergency Operations Center Supervisor

Victoria's Secret; Reynoldsburg, Northern (OH, KY); On-site; USD 80,000 - 110,000; Full time

Job summary

Victoria’s Secret seeks an experienced Emergency Operations Center Supervisor to lead a 24/7 global crisis monitoring and incident coordination function. You will supervise EOC Specialists, coordinate security incidents, and ensure rapid triage, escalation, and documentation in a fast-paced environment.

You will mentor staff, refine playbooks, and partner with the EOC Manager to maintain effective 24/7 coverage and continuous improvement across global operations.

Qualifications

• Oversee shift execution and support day-to-day EOC operations.
• Provide coaching and guidance to EOC Specialists.
• Ensure intake, triage, escalation, documentation, and coordination of incidents.

Responsibilities

• Provide direct supervision, coaching, and development of EOC Specialists to foster a high-performing, team-based operational culture.
• Lead shift operations by ensuring timely and accurate intake, assessment, documentation, escalation, and coordination of security and crisis-related incidents.
• Serve as the primary escalation point for Specialists during assigned shifts, providing guidance and support in complex, high-impact, or rapidly evolving situations.
• Maintain continuous situational awareness through oversight of internal systems, OSINT, social media, external media reporting, and vendor intelligence feeds.
• Monitor and coordinate response to enterprise security systems, including access control, fire and burglar alarms, CCTV platforms, and other safety-related technologies.
• Review incident reports, intelligence products, and situational updates to ensure quality, accuracy, timeliness, and adherence to established reporting standards.
• Assess developing security, safety, and crisis-related events and facilitate appropriate communication and escalation to EOC leadership and business stakeholders.
• Support coordinated operational response efforts involving crisis management, enterprise risk escalation, severe weather events, natural disasters, workplace incidents, and international travel safety concerns.
• Assist in developing, implementing, and maintaining operational procedures, playbooks, training materials, and escalation protocols.
• Conduct onboarding, coaching, and ongoing training activities to ensure Specialist proficiency and operational readiness.
• Serve as a subject matter expert on EOC operations, incident management processes, security monitoring systems, and customer/associate interaction techniques during high-stress situations.
• Augment operational staffing during periods of high incident volume or low coverage by assisting with call intake, threat monitoring, reporting, and incident coordination functions.
• Support performance management activities by providing feedback, conducting quality reviews, and identifying development opportunities for Specialists.
• Partner with the EOC Manager to identify operational trends, process improvement opportunities, and team development initiatives.
• Perform additional duties as assigned to support effective 24/7 operations and continuous improvement efforts.

Job description

EMERGENCY OPERATIONS CENTER SUPERVISOR

The Victoria’s Secret Emergency Operations Center (EOC), our Global Security Operations Center, is a 24/7 global crisis monitoring, intelligence, and incident coordination function supporting the Asset Protection mission to safeguard people, product, and property. The EOC delivers time-critical alerts, intelligence, and situational awareness related to criminal activity, geopolitical events, severe weather, and natural disasters impacting the enterprise.

The Emergency Operations Center Supervisor serves as a frontline operational leader responsible for overseeing shift execution and supporting day-to-day EOC operations in a dynamic, high-speed environment. This role provides direct leadership, coaching, and guidance to EOC Specialists while ensuring consistent intake, triage, escalation, documentation, and coordination of security and crisis-related incidents in accordance with established policies, procedures, and protocols.

The EOC Supervisor acts as a subject matter expert for operational processes, crisis response procedures, and incident management practices. The role supports team readiness through coaching, quality assurance, and training while maintaining operational awareness and assisting with complex incidents impacting associates, facilities, and business operations globally. The Supervisor partners closely with the EOC Manager to drive operational excellence, support continuous improvement initiatives, and ensure effective 24/7 coverage.

Your Role

The Victoria’s Secret Emergency Operations Center (EOC), our Global Security Operations Center, is a 24/7 global crisis monitoring, intelligence, and incident coordination function supporting the Asset Protection mission to safeguard people, product, and property. The EOC delivers time-critical alerts, intelligence, and situational awareness related to criminal activity, geopolitical events, severe weather, and natural disasters impacting the enterprise.

The Emergency Operations Center Supervisor serves as a frontline operational leader responsible for overseeing shift execution and supporting day-to-day EOC operations in a dynamic, high-speed environment. This role provides direct leadership, coaching, and guidance to EOC Specialists while ensuring consistent intake, triage, escalation, documentation, and coordination of security and crisis-related incidents in accordance with established policies, procedures, and protocols.

The EOC Supervisor acts as a subject matter expert for operational processes, crisis response procedures, and incident management practices. The role supports team readiness through coaching, quality assurance, and training while maintaining operational awareness and assisting with complex incidents impacting associates, facilities, and business operations globally. The Supervisor partners closely with the EOC Manager to drive operational excellence, support continuous improvement initiatives, and ensure effective 24/7 coverage.

Your Impact

• Provide direct supervision, coaching, and development of EOC Specialists to foster a high-performing, team-based operational culture.
• Lead shift operations by ensuring timely and accurate intake, assessment, documentation, escalation, and coordination of security and crisis-related incidents.
• Serve as the primary escalation point for Specialists during assigned shifts, providing guidance and support in complex, high-impact, or rapidly evolving situations.
• Maintain continuous situational awareness through oversight of internal systems, open-source intelligence (OSINT), social media, external media reporting, and vendor intelligence feeds.
• Monitor and coordinate response to enterprise security systems, including access control, fire and burglar alarms, CCTV platforms, and other safety-related technologies.
• Review incident reports, intelligence products, and situational updates to ensure quality, accuracy, timeliness, and adherence to established reporting standards.
• Assess developing security, safety, and crisis-related events and facilitate appropriate communication and escalation to EOC leadership and business stakeholders.
• Support coordinated operational response efforts involving crisis management, enterprise risk escalation, severe weather events, natural disasters, workplace incidents, and international travel safety concerns.
• Assist in developing, implementing, and maintaining operational procedures, playbooks, training materials, and escalation protocols.
• Conduct onboarding, coaching, and ongoing training activities to ensure Specialist proficiency and operational readiness.
• Serve as a subject matter expert on EOC operations, incident management processes, security monitoring systems, and customer/associate interaction techniques during high-stress situations.
• Augment operational staffing during periods of high incident volume or low coverage by assisting with call intake, threat monitoring, reporting, and incident coordination functions.
• Support performance management activities by providing feedback, conducting quality reviews, and identifying development opportunities for Specialists.
• Partner with the EOC Manager to identify operational trends, process improvement opportunities, and team development initiatives.
• Perform additional duties as assigned to support effective 24/7 operations and continuous improvement efforts.

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