Manager, Incident Review Center (2 openings)

SoundThinking, Inc.; Fremont (CA); On-site; USD 85,000 - 105,000; Full time

Job summary

A leading company in public safety is seeking a Manager for their Incident Review Center in Fremont, CA. This role involves overseeing the daily operations of the team, ensuring performance metrics are met, and managing staff scheduling. The ideal candidate will have strong leadership skills and experience in conflict resolution. This full-time position requires flexibility in working hours and the ability to handle high-pressure situations effectively.

Qualifications

• 1 year as a Service Operation Specialist preferred.
• Prior supervisory experience highly desirable.

Responsibilities

• Manage daily operations and performance of the IRC team.
• Oversee incident review work and staff allocation.
• Perform employee performance management.

Skills

Leadership

Conflict Resolution

Coaching

Decision-Making

Education

Associate Degree

Job description

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Manager, Incident Review Center (IRC)

Shift Opening (s): Swing Shift (1:00 pm to 9:00 pm PST) and Night Shift (9:00 pm to 5:00 am PST)

Manager, Incident Review Center (IRC)

Shift Opening (s): Swing Shift (1:00 pm to 9:00 pm PST) and Night Shift (9:00 pm to 5:00 am PST)

Location: Fremont, CA , Headquarters

The Manager, IRC reports to the Director, IRC, and is responsible for the daily operations and performance of the IRC team. The Manager, IRC is a hands-on supervisory position including but not limited to reviewing gunfire and oversight of the daily operations including scheduling, staffing, performance reviews and continued training.

Essential Responsibilities And Duties

• Serve as subject matter expert in performing gunshot detection reviews and processes, while providing guidance, assistance, and direction to the IRC staff.
• Effectively manage and monitor team’s incident review work, including staff allocation, work distribution, breaks, escalations, and completing shift hand offs and briefings.
• Measure, report, monitor and take corrective actions immediately relative to IRC KPIs and performance metrics.
• Perform employee performance management, to include assessment, reporting, discussing, and establishing performance improvement initiatives.
• Manage staff scheduling, timesheet review/approval, PTO requests, while maintaining compliance and optimize staffing levels.
• Address and resolve employee issues, conflicts and concerns, including proper escalation to management and/or HR in a timely manner
• Demonstrate dynamic leadership via real-time awareness over staff and daily specialist duties.
• Act with urgency on behalf of our agencies during escalations (mass shooting advisories, fully automatic gunfire alerts, officer involved, etc.) ensuring attention to detail and thorough documentation in after action reports.
• Attain and demonstrate expert knowledge of and adherence to all current IRC policies, procedures and protocols.
• Promote and demonstrate a positive work environment and attitude within the IRC team and across the organization.
• Create, encourage, model and maintain a service-first culture conducive of and committed to providing the best support to our customers and coworkers alike.
• Up to 10% business travel.
  
  

Preferred Qualifications

• 1 year of service as a Service Operation Specialist.
• Prior supervisory experience highly desirable.
• An associate degree or a comparable combination of work experience is highly preferred.
• Demonstrated ability to oversee shift schedules, manage workloads, and ensure that teams meet performance goals and KPIs.
• Experience in conflict resolution, employee performance management, and fostering a positive work culture.
• Strong coaching and mentoring skills, including training new and existing employees and supporting their professional development.
• Experience working in a role that required quick decision-making and urgent response during high-stress situations
• Ability to assess team performance and implement corrective actions immediately where needed to maintain or improve quality standards.
• Experience in monitoring and optimizing staff allocation, break schedules, and shift transitions to ensure compliance and smooth operations.
• Ability to foster a service-first culture and work closely with internal teams and external clients
• Ability to collaborate with office manager and coordinate office-related matters, including maintenance and emergency protocols as needed.
• Ability to act quickly and accurately in high-pressure situations, ensuring thorough documentation of actions and decisions for after-action reports.
• Experience in adhering to and enforcing strict policies and protocols related to incident review and response.
  
  

Other Significant Responsibilities

This position is designated as essential services and is a five (5) day work week with four (4) days onsite. In addition, the IRC Manager may be required to stay at work during a declared emergency or any other time as designated by the Vice President or his/her designee. This facility operates 24 hours a day, 7 days a week and the IRC Manager is required to work flexible and/or rotating 8-hour shifts. The IRC Manager must be able to work all shifts, holidays, nights, and weekends; including the 4th of July and New Year’s Eve.

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SoundThinking maintains a drug-free workplace policy.

SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at [e-mail] for assistance.

The company reserves the exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Public Safety

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