Assistant Manager - Security Operations Center

Community Transit's Assistant Manager of the Security Operations Center (SOC) combines innovation, collaboration, and purpose. You will be responsible for overseeing a dedicated team, shaping critical operational strategies, and playing a vital role in ensuring the safety and efficiency of transit operations. With opportunities to enhance training programs, develop performance metrics, and build partnerships with community stakeholders, this position offers a fulfilling and impactful career in a dynamic and supportive environment.

You will be 

Responsible for planning, supervising, and coordinating the daily activities of the SOC. This role involves co-managing SOC personnel, including Transit Security Officers or Security Operations Center Dispatchers. 

• Plan, manage, and coordinate dispatch and communication activities, including prioritizing, assigning, supervising, and reviewing the work of SOC dispatch personnel.
• Monitor computer software.  Update computer aided dispatch and records management system files as necessary.  Coordinate system repairs and maintenance.
• Participate in the development of effective training programs.  Provide or oversee the training of new dispatch personnel.
• Review, develop, and implement standard operating procedures that reflect the agency’s values and meet established goals. 
• Create or modify procedures to achieve goals and objectives.  Make recommendations to management for policy changes. 
• Ensure team members adhere to all agency policies and procedures.

Develop and track Key Performance Indicators (KPIs) for the SOC.

• Create and update department and individual goals to track success and identify issues. 
• Propose actions to rectify any issues found in KPI analysis.
• Analyze information and summarize findings and conclusions.  Present information to internal and external stakeholders. 

Collaborating with other managers, supervise staff, prioritizing and assigning work. 

• Set goals and evaluate performance, providing timely and appropriate feedback, coaching, and recognition. 
• Make hiring, termination, and disciplinary recommendations.
• Assist with training staff and offer professional development opportunities. 

Build and maintain a positive union/management working relationship. 

• Research and respond to union grievances and personnel issues at the lowest possible level through communication and conflict resolution.
• Provide documentation for response to grievances.  Recommend solutions and write grievance responses.

Serve as liaison to community partners that support the SOC, including telecommunication service providers, law enforcement, fire service, partner transit agencies, and other organizations to ensure efficient operations.

Assist in preparing the Security & Emergency Management Division’s annual budget. 

• Review and approve expenditures and monitor budget status. 
• Assist with grant applications and appropriate administration of grant funding.

In partnership with Customer Experience, investigate, respond to, and resolve customer comments, complaints, and issues.  Recommend appropriate courses of action and document outcomes through the agency’s Customer Comment System.

Serve as on-call Duty Officer as assigned for emergent issues.  This may include nights, weekends, and holidays.  May serve in the Emergency Operations Center or a similar environment that may be staffed 24 hours per day for extended periods.

Perform the duties of Assistant Manager – Security Services in their absence

Perform other duties of a similar nature or level.

Minimum Qualifications

• 3 to 5 years of progressively responsible experience with dispatch or a security operations center in security, law enforcement, or a related field. 
• 2 years of supervisory experience.
• Valid Washington State driver’s license within 30 days of hire
• Ability to successfully pass a comprehensive background investigation, including:
• Ability to obtain and maintain clearance for access to the Homeland Security Information Network (HSIN) and Washington State Fusion Center (WSFC) within 30 days of hire.
• Ability to obtain and maintain fingerprint clearance from the Snohomish County Sheriff’s Office, including FBI fingerprint screening, within 30 days of hire.

An equivalent combination of education and experience to successfully perform the job duties is also accepted.

Knowledge Requirements

• Knowledge of operations, services, and activities of a modern public safety, security telecommunications and dispatch center.
• Knowledge of call taking and dispatch techniques and protocols used in public safety, security telecommunications and dispatching activities.
• General understanding of security activities and functions.
• Knowledge of trends in transit security.
• General understanding of Alarm Systems (intrusion and duress), Barrier Systems (Fencing, Pedestrian, and Vehicle), Dispatch Systems (report writing, call receiving, and dispatching), and Communication Systems (Emergency Assist Stations and Mass Notification).
• General office procedures, practices, and equipment.
• Supervision and team management best practices.
• Performance management and review processes.
• De-escalation techniques.
• Practices that deliver excellent customer service.
• First aid, CPR, AED, and other medical aid.

Skill Requirements

• Fostering an inclusive workplace by valuing and leveraging diversity, equity, and inclusion to uphold Community Transit’s Core Values and achieve the organization’s vision and mission.  Inspiring and fostering team commitment, pride, and trust.  Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect.
• Conflict resolution, mediation, negotiation, and de-escalation.
• Excellent customer service skills.
• Approaching situations with patience, empathy, diplomacy, and sensitivity.
• Attention to detail.
• Effective written and oral communications that are timely, relevant, concise, and clearly outline necessary actions. 
• Leading and training others to lead communication and coordination of resources during a critical incident.
• Working effectively both independently and on a team.
• Working cross-functionally with varying levels of leadership.
• Critical thinking, exercising good judgment, and a high standard of professional ethics.
• Maintaining security of sensitive information.
• Leading and supervising teams, delegating responsibility.
• Conducting investigations, creating reports, and maintaining investigative files.
• Managing multiple tasks, setting objectives and goals, and re-prioritizing as needed.
• Receptive and responsive to feedback.
• Proficiency with Microsoft Office tools.

Preferred Knowledge and Skills

• Experience working with diverse populations, which may include people experiencing homelessness and other forms of trauma, with a high level of empathy.
• Security officer training and development.
• Public transit, public agency, or regulated private industry experience.
• Experience using Lenel OnGuard and Avigilon systems.

Working Conditions

Work is performed indoors and outdoors, in varying weather conditions, including inclement weather.  You may be exposed to automotive fumes, odors, and dust, and may need to complete tasks in noisy environments.  You will be required to lift, push, or pull up to 20 pounds occasionally and/or up to 10 pounds frequently.  Up to 15% of your work will be in the field, in varying weather conditions.

Duty Officer:  This position rotates weekly with other leaders in this work group to serve as “Duty Officer,” providing 24/7 on-call response in case of serious emergency.

Application and Selection Process

• Only on-line applications accepted. 
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.
• Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.  The evaluation process may include interviews, background check, reference checks and various performance tests.

Employee Benefits

• Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.
• Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency’s deferred compensation plan.
• In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and ten (10) paid holidays throughout the calendar year.
• Full list of all benefits and details can be found here.

If you are related to or share the same living quarters of a current Community Transit employee, please let your Recruiter know as your eligibility for this position may be affected.

Community Transit provides a tobacco-free and drug-free work environment.  As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on a basis prohibited by Federal, State or Local law.  We value and encourage diversity in our workforce.  EOE AA M/F/Vet/Disability.  Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.