Loss Prevention Supervisor Global Security Operations Center

New Balance; Boston (MA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated working supervisor to lead security operations at their global headquarters. This role involves overseeing a 24/7 security team, managing critical incident responses, and ensuring the safety and security of all operations. You will be responsible for training staff, developing processes, and maintaining communication with local authorities during emergencies. If you have a strong background in security management and a passion for fostering a safe environment, this position offers an exciting opportunity to make a significant impact in a dynamic workplace.

Qualifications

• 5-7 years of security experience in a control center setting.
• Proficient in Loss Prevention regulations and excellent communication skills.

Responsibilities

• Oversee GSOC operations and manage a 24/7 call center.
• Train and supervise staff while ensuring operational continuity.

Skills

Security Experience

Supervisory Experience

Communication Skills

Customer Service

Knowledge of Loss Prevention Regulations

Education

Training in Security and Safety

Tools

CCTV

Access Control Systems

Alarm Equipment

Microsoft Word

Microsoft Excel

CAD Software

Job description

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

This working supervisor position is responsible for overseeing security activities and day to day LP operations for the New Balance Global Operations Center (GSOC) under the general direction of the Loss Prevention Operations Manager. This position is based at the New Balance Headquarters. They will be responsible for leading and training a dedicated staff in receiving and processing incoming calls, along with monitoring, dispatching, and documenting security alarms. This position supports all NB departments.

MAJOR ACCOUNTABILITIES:

• Oversee GSOC Operators for a 24/7 operation.
• Oversees work in a 24/7 environment monitoring various information systems, CCTV feeds, and alarm systems.
• Assists in the development and/or revision of operation center processes, protocols, and systems. Works with Loss Prevention Operations Manager to identify process and quality improvements.
• Provides back-up support, and on-call function as-needed to mitigate any scheduling conflicts. The GSOC supervisor is responsible for scheduling operator shifts and any shift coverage.
• Communicate security issues or emergency situations by escalating information to department leadership, local law enforcement, emergency services, such as EMT, Fire Departments, etc.
• Directly assists in developing the capabilities of the GSOC. Supervise the maintenance and deployment of a GSOC knowledge management dashboard (ex. SharePoint site or another tool).
• Serves as final approver for mass notifications/critical incident communications.
• Conducts shift briefings to provide all updates, assignments, training, and ensuring operational continuity.
• Ensures Loss Prevention Officers respond to all emergencies: medical, fire, hazardous materials, natural disasters, and accidents. Provides information and tactical recommendations to leadership during incidents.
• Evaluates and processes information received from all available sources, and respond with appropriate communication, analytic reporting, and incident response procedures.
• Delivers timely metrics on performance, output, outcomes, and impact.
• Ensures proper management of situations of a sensitive nature and maintain company’s confidentiality and information security practices (personnel issues, investigations, public relations incidents, emergency personnel contact information, etc.).
• Manages the schedule of a 24x7x365 call center.
• Provides training, support, and supervision of assigned personnel in the GSOC.
• Provides administrative support to include payroll duties, personnel tracking, scheduling, training, etc.
• Supports other duties as assigned.

REQUIREMENTS FOR SUCCESS

• Minimum of 5 -7 years security experience, preferably in a control center setting, plus three years of supervisory experience required.
• Training in security and safety aspects of industrial required.
• Must be proficient in a variety of Loss Prevention (Security and Fire Protection) regulations.
• Requires excellent communication skills.
• Familiar with CCTV, Access Control, and alarm equipment.
• Must have PC experience with extensive knowledge of Word and Excel. Some knowledge of CAD helpful.
• Valid driver’s license.
• Will be on call 24/7 via cell phone and will be a member of the Emergency Response Team.
• Experience providing excellent customer service while handling a high volume of customer calls for service.
• Pre-hire criminal records check and background investigation will be conducted.