Global EOC Operations Supervisor — 24/7 Crisis Lead

Victoria's Secret; Reynoldsburg, Northern (OH, KY); Hybrid; 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

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.