Manager, GSOC II

Our Opportunity:

At Chewy, we want all Chewtopians to feel safe, secure, and supported as they work, learn, and grow as part of our pack! Chewy is seeking a GSOC Manager (Manager II) to join our Global Security Operations Center (GSOC) team. This role will lead the daily operations of the GSOC, ensuring effective coordination, incident response, and alignment with Chewy’s enterprise security strategy. The GSOC Manager will manage a team of GSOC Analysts responsible for 24/7 monitoring, threat detection, and critical incident management. Chewy is seeking a full-time Remote GSOC Manager (Manager II) to support our Global Security Operations Center (GSOC)!

What you'll do:

• Directly manage a diverse team of GSOC Analysts across a 24/7 operation who provide critical incident support, proactive threat intelligence, and security monitoring.
• Lead the team functioning as the SME, initial escalation point for decision making, reviewing their work product prior to publishing, and overseeing all communication and documentation drafting by the team on incidents or events.
• Ability to investigate incidents or events using available security software and tools.
• Proactively identify and assess threats using OSINT data and security tools.
• Partner with Environmental, Health, and Safety (EHS) and Security teams to support projects, provide additional details upon request, and support incident investigation.
• Own staffing of the GSOC including workflow management, scheduling, special requests or projects, and overall ensuring 24/7 coverage.
• Track GSOC performance and Key Performance Indicators using metrics, providing regular reporting, and driving continuous improvement based on customer feedback and established Service Level Agreements (SLAs).
• Build, update, and maintain all GSOC SOPs and programs in partnership with the Sr. PM.
• Participate in regular operational meetings, providing metrics, incident follow-ups, and other details.
• Partner with Team Members to harness GSOC’s capabilities and collaborate to drive alliances with internal teams.
• Deliver training and tabletop exercises (TTX) for internal partners.
• Maintain a high level of professionalism and confidentiality, facilitating internal discussions during incident management and after-action reports.
• Ability to travel up to 30% 

What you'll need:

• Bachelor’s degree in Intelligence Analysis, Applied Intelligence, Criminal Justice, Emergency Management, or related field (or equivalent military experience).
• 10+ years of experience in security operations, including at least 2 years in a management or supervisory role.
• Extensive experience in incident management, emergency management, or leading a 24/7 call center/911 dispatch center.
• Excellent verbal and written communication skills with the ability to remain calm and professional during high stress incidents.
• Demonstrated experience managing critical incidents and large-scale events relating to safety, security, and impacted operations.
• Demonstrate experience applying intelligence and data to drive informed decisions by leaders. 

Bonus:

• Master’s degree in Intelligence Analysis, Applied Intelligence, National Security Studies, Emergency Management, or related fields.
• Industry certifications such as CPP, PSP, or Emergency Management certifications (e.g., FEMA NIMS, ICS).
• Lean Six Sigma, Six Sigma, or Project Management Professional (PMP) Certification
• Experience with SIEM tools, OSINT platforms, and other GSOC-related technologies.
• Previous leadership experience in a high-pressure operational environment such as a 911 dispatch or corporate command center.
• Working knowledge of Incident Command System (ICS) principles.
• Demonstrated ability to collaborate multi-functionally with internal and external partners.
• Strategic problem solver with the ability to build mechanisms, improve processes, and adapt to evolving business needs.