Reporting to the Vice President of Safety and Security, the GSOC Account Manager provides leadership and oversight of all operational aspects of West Coast University/American Career College’s Global
Security Operations Center (GSOC) and site operations. Serving as the primary point of escalation for
regional and global crisis events, this role ensures timely, coordinated, and effective responses to
incidents impacting the organization. The GSOC Account Manager is responsible for maintaining compliance with post orders, operational protocols, and campus requirements while promoting a culture of vigilance, accountability, and continuous improvement. In addition to daily oversight, the role drives strategic initiatives that enhance situational awareness, streamline communications, and integrate security technologies in support of the University’s mission. The GSOC Account Manager also plays a key role in managing contractor relationships, ensuring service delivery excellence, resolving operational issues, and driving continuous improvement across all security operations.
Responsibilities:
- GSOC Operations Oversight
- Provide leadership and oversight of GSOC staff, ensuring 24/7 operational readiness.
- Monitor and refine GSOC processes, technologies, and workflows for efficiency and effectiveness.
- Serve as the central escalation point for critical incidents and emergencies.
- Incident Response & Crisis Management
- Direct real-time incident response, coordinating efforts across campuses, contractors, and leadership.
- Lead after-action reviews, documenting lessons learned and driving continuous improvement.
- Maintain GSOC readiness by ensuring staff training and preparation for crisis events.
- Compliance & Risk Management
- Ensure operational compliance with campus, local, state, and federal requirements.
- Maintain accurate records of incidents, responses, and operational activities.
- Conduct audits and inspections of GSOC and site operations, escalating risks and recommending mitigation strategies.
- Contractor & Vendor Management
- Serve as the primary liaison with contracted security service providers.
- Oversee staffing levels, service delivery, and performance against established KPIs.
- Address and resolve service issues, implementing corrective actions as needed.
- Technology Integration & Situational Awareness
- Manage GSOC technology systems including CCTV, access control, incident management, and mass notification platforms.
- Drive technology enhancements to improve situational awareness and operational efficiency.
- Collaborate with IT and vendors on upgrades, testing, and system rollouts.
- Communication & Stakeholder Engagement
- Act as the central hub for communication during incidents, ensuring timely updates to leadership and campuses.
- Build and maintain strong relationships with campus leaders, contractors, and external partners.
- Provide clear, consistent communication across campuses during crisis events.
- Strategic Initiatives & Continuous Improvement
- Partner with the Vice President, Safety and Security to design and implement long-term strategies.
- Lead special projects to improve service delivery, resilience, and operational efficiency.
- Develop dashboards and reporting tools to measure and improve performance.
- Leadership & Staff Development
- Work with and mentor GSOC manager and operators, ensuring operational consistency and professional growth.
- Provide training, coaching, and performance feedback to staff.
- Promote a culture of accountability, vigilance, and continuous improvement.
- Contractor & Vendor Management
- Serve as the primary liaison with contracted security service providers.
- Oversee staffing levels, service delivery, and performance against established KPIs.
- Address and resolve service issues, implementing corrective actions as needed.
- Technology Integration & Situational Awareness
- Manage GSOC technology systems including CCTV, access control, incident management, and mass notification platforms.
- Drive technology enhancements to improve situational awareness and operational efficiency.
- Collaborate with IT and vendors on upgrades, testing, and system rollouts.
- Communication & Stakeholder Engagement
- Act as the central hub for communication during incidents, ensuring timely updates to leadership and campuses.
- Build and maintain strong relationships with campus leaders, contractors, and external partners.
- Provide clear, consistent communication across campuses during crisis events.
- Strategic Initiatives & Continuous Improvement
- Partner with the Vice President, Safety and Security to design and implement long-term strategies.
- Lead special projects to improve service delivery, resilience, and operational efficiency.
- Develop dashboards and reporting tools to measure and improve performance.
- Leadership & Staff Development
- Work with and mentor GSOC manager and operators, ensuring operational consistency and professional growth.
- Provide training, coaching, and performance feedback to staff.
- Promote a culture of accountability, vigilance, and continuous improvement.
Required Education, Certifications & and Licensures:
- Bachelor’s degree in Criminal Justice, Security Management, Emergency Management, or related field required; Master’s degree preferred.
- Minimum of 5–7 years of progressive experience in security operations, law enforcement, emergency management, or a related field, with at least 2 years in a supervisory or managerial capacity.
- Experience with Global Security Operations Center (GSOC) operations or similar 24/7 critical operations environment.
- Proven ability to lead teams in high-pressure, fast-paced environments.
- Strong understanding of crisis management, threat assessment, and incident response protocols.
- Familiarity with security systems, including video surveillance, access control, alarm monitoring, mass notification, and intelligence platforms.
- Exceptional communication skills, with the ability to brief executive leadership clearly and concisely.
- Strong analytical and problem-solving skills, with the ability to identify trends, assess risks, and recommend proactive solutions.
- High level of integrity, discretion, and professionalism when handling sensitive or confidential information.
- Ability to work non-traditional hours, including nights, weekends, and holidays, as required in a 24/7 operational environment.
- Willingness to travel occasionally for training, site assessments, or crisis response support.
Required Experience & Skills:
- Adept at inspiring, empowering, and developing teams to achieve their full potential, fostering a collaborative and inclusive work environment that drives high-performance and employee satisfaction.
- Strategic thinker with a proven track record in driving operational excellence and leading direct and cross-functional teams.
- Cultivated a strong personal brand within the industry, demonstrating a successful track record of positioning the company's brand effectively throughout local communities and national associations.
- Demonstrated initiative, adept at handling multiple assignments, prioritizing tasks, and meeting deadlines.
- Committed to delivering high-quality customer service, building relationships, upholding integrity, and delivering continuous financial results.
- Proficient In web-based applications and computer systems Including Microsoft Office and (BI) Business Intelligence tools for metrics analysis, reporting and presentations.
- Collaborative and engaged leader that has proven success with all levels of the organization to identify, analyze, and solve problems for continuous improvement.
- Subject matter expert within the security industry with comprehensive knowledge of business practices and challenges.
- Strong financial, oral, and written interpersonal communication skills.
- Military veteran, law enforcement, or contract or proprietary security services experience.