EMERGENCY OPERATIONS CENTER MANAGER
Victoria's Secret, Columbus, OH, United States
Description
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 Manager
is responsible for leading day-to-day EOC operations and driving team performance in a dynamic, high-speed environment. This role ensures effective intake, triage, escalation, and coordination of asset protection, security and crisis incidents in accordance with established policies, procedures, and protocols.
The EOC Manager provides operational leadership to a team of EOC Specialists and Lead Specialists and serves as a key liaison to internal partners, business leadership, and external agencies. The Manager ensures consistent situational awareness, high-quality incident reporting, and coordinated response efforts across global operations. The role also supports continuous operational improvement, crisis preparedness, and 24/7 coverage requirements. The candidate should have open availability including nights and weekends and ability to work any of the 3 shifts that support the 24/7 operation.
Your Impact
Lead and manage daily EOC operations to ensure timely, accurate intake, assessment, documentation, and escalation of security and crisis-related incidents.
Hire, coach, develop, and supervise EOC Specialists and Lead Specialists, fostering a high-performing, team-based operational culture.
Serve as an escalation point for complex, high-impact incidents, providing leadership direction and ensuring appropriate response and communication to stakeholders.
Maintain oversight of continuous situational awareness by ensuring effective monitoring of internal systems, open-source intelligence (OSINT), external media, and vendor feeds for emerging or active threats.
Ensure operational monitoring of enterprise security systems, including access control, fire and burglar alarms, and CCTV platforms, and coordinate resolution with Asset Protection and technical partners.
Review, validate, and ensure quality, accuracy, and timeliness of incident reports, intelligence summaries, and situational updates distributed to field leadership, stores, and home office partners.
Assess global security, safety, and crisis risks; analyze trends; and provide recommendations to leadership to support enterprise risk mitigation and preparedness.
Create, enhance, and implement EOC policies, procedures, playbooks, and escalation protocols to support consistent global response.
Support coordinated operational response efforts, including crisis management, enterprise risk escalation, and international travel safety monitoring.
Act as a subject matter expert on EOC operations, crisis protocols, and customer/associate interaction techniques in high-stress situations.
Augment operational staffing during periods of high incident volume or low coverage by assisting with call intake, monitoring, reporting, and coordination functions.
Lead training, performance management, and action-readiness initiatives to ensure team preparedness and professional development.
Serve as acting point of contact in the absence of the EOC Director.
Perform additional duties as assigned to support effective 24/7 operations and continuous improvement initiatives.
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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 Manager
is responsible for leading day-to-day EOC operations and driving team performance in a dynamic, high-speed environment. This role ensures effective intake, triage, escalation, and coordination of asset protection, security and crisis incidents in accordance with established policies, procedures, and protocols.
The EOC Manager provides operational leadership to a team of EOC Specialists and Lead Specialists and serves as a key liaison to internal partners, business leadership, and external agencies. The Manager ensures consistent situational awareness, high-quality incident reporting, and coordinated response efforts across global operations. The role also supports continuous operational improvement, crisis preparedness, and 24/7 coverage requirements. The candidate should have open availability including nights and weekends and ability to work any of the 3 shifts that support the 24/7 operation.
Your Impact
Lead and manage daily EOC operations to ensure timely, accurate intake, assessment, documentation, and escalation of security and crisis-related incidents.
Hire, coach, develop, and supervise EOC Specialists and Lead Specialists, fostering a high-performing, team-based operational culture.
Serve as an escalation point for complex, high-impact incidents, providing leadership direction and ensuring appropriate response and communication to stakeholders.
Maintain oversight of continuous situational awareness by ensuring effective monitoring of internal systems, open-source intelligence (OSINT), external media, and vendor feeds for emerging or active threats.
Ensure operational monitoring of enterprise security systems, including access control, fire and burglar alarms, and CCTV platforms, and coordinate resolution with Asset Protection and technical partners.
Review, validate, and ensure quality, accuracy, and timeliness of incident reports, intelligence summaries, and situational updates distributed to field leadership, stores, and home office partners.
Assess global security, safety, and crisis risks; analyze trends; and provide recommendations to leadership to support enterprise risk mitigation and preparedness.
Create, enhance, and implement EOC policies, procedures, playbooks, and escalation protocols to support consistent global response.
Support coordinated operational response efforts, including crisis management, enterprise risk escalation, and international travel safety monitoring.
Act as a subject matter expert on EOC operations, crisis protocols, and customer/associate interaction techniques in high-stress situations.
Augment operational staffing during periods of high incident volume or low coverage by assisting with call intake, monitoring, reporting, and coordination functions.
Lead training, performance management, and action-readiness initiatives to ensure team preparedness and professional development.
Serve as acting point of contact in the absence of the EOC Director.
Perform additional duties as assigned to support effective 24/7 operations and continuous improvement initiatives.
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