Sr. Program Manager, GSOC

Our Opportunity

At Chewy, we want all Chewtopians to feel safe, secure as they work, learn, and grow as members of our Chewy team! Chewy is seeking a Program Manager to support the Global Security Operations Center (GSOC) and the Chewy Asset Protection team! The Senior Program Manager will report directly to the Associate Direct of Chewy Asset Protection and work closely with partner teams to implement a shared strategy and vision. They will be accountable for leading and reporting on team Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and delivery of outstanding service to internal partners. They will lead all aspects of day-to-day personnel management and serve as a conduit to the client for significant operational and customer-related issues and concerns within a 24/7 environment. Remain optimally motivated in six critical operational areas: Access Control, Fire & Life Safety Systems, HVAC & Environmental, Closed-Circuit Television (CCTV), Risk Intelligence, and Incident Intake & Documentation. This role serves as the primary contact and liaison for running all verticals in our business. This includes all hubs, FC's, Chewy Vet Care and RX locations. In this role, you will lead operational oversight, supporting a strategic vision through continuous improvement, and personnel development. The Senior Program Manager is encouraged to provide support for operational partner concerns, or any issues related to breaking events or the team's implementation of approved policies and procedures.

What you'll do:

• Observe and review staffing and operational metrics as well as key performance indicators and service level agreements for weekly and monthly reviews as needed.
• Responsible for day-to-day management of GSOC staff, includes call center operators and program manager.
• Coordinate and report on continuous improvement efforts and actions related to the team's performance, this is aligned against Key Performance Indicators (KPIs).
• Lead staff contributions to the development and/or maintenance of policies and procedures impacting GSOC efficacy.
• Ensure operational implementation of technology and process changes in accordance with approved organizational change plans.
• Develop emergency operations plans, workflows, training, and an Incident Management Team (IMT) process.
• Initiate and maintain strategic development to keep pace with growth of business teams, number of sites and evolving customer and partner needs; constant improvement of GSOC capabilities.
• Build, lead, coordinate, and encourage teams in an active, fast developing and cross-functional environment that is centered around the use of people, process and technology to ensure life-safety, security and resiliency at corporate sites.
• Ensure compliance with security regulations and policies, observe assets and make rapid notifications via mass communication tools to partners.
• Provide enterprise detection and coordinated response to physical security, safety and business continuity events.
• Develop and maintain security-services performance metrics and related reports.
• Provide assistance to field-based security specialists, site security facilitators, and program team members.
• Stay at front edge of industry standard methodologies relating to control center security management and related service.

What you'll need:

• Bachelor's degree in relevant field (criminal justice, crisis management, EHS, risk management, etc...) or equivalent military experience.
• 10 years in relevant field (security, criminal justice, crisis management, emergency/risk management, EHS, etc...) or equivalent military experience.
• 6-8 years' experience guiding a team in a robust environment with 24/7 operations involving multiple partners.
• 4 years of experience with a SOC, Emergency Operations Center, Command Center, or Emergency Services Communication Office.
• Experience with FEMA's NIMS and hold certifications (ICS100, ICS200, ICS400, and IS700).
• Experience implementing the National Disaster Recovery Framework (NDRF).
• Experience steering a team in direct operations or communications during a large scale event or disaster.
• Experience developing critical incident/disaster response and recovery procedures, training, and continuous improvement.
• Ability to partner with VP level leaders, lead and facilitate IMT discussions in response to incidents, and drive follow-up actions.
• Exhibited efficiency as a direct manager-of-record across multiple levels of interpersonal hierarchy, to include mid-level managers.
• Excellent oral and written communications skills.
• Experience gathering and analyzing data or leading individuals performing such functions to create metrics that support positive change and continuous improvement recommendations.
• Shown capability to plan for and efficiently lead change involving processes, policies, and/or technology.
• Confirmed skills to overcome controversy efficiently and positively within and across cross-functional teams.
• Shown confidence and effectiveness managing high-intensity, robust situations.
• Validated ability to lead contending priorities and reprioritize according to situation or client expectations.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact .

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