The L Brands Emergency Operations Center (EOC) is a 24/7 global crisis monitoring and reporting center that provides time-critical indications and warning & command and control for threats related to criminal activities, geo-political crises, weather-related emergencies, and natural disasters affecting our associates across the global enterprise in support of the Asset Protection vision of protecting people, product and property. The Emergency Operations Center (EOC) Supervisor serves as the Subject Matter Expert (SME) for all operations and procedures of EOC and provides leadership and operational guidance to the team of Specialists. The Supervisor oversees the daily operations of the team and is responsible for the hiring, coaching, and development of EOC Specialists. The Supervisor applies critical thought to generate detailed threat assessment reports and other ad-hoc, time-sensitive, crisis-related intelligence summaries that impact L Brands People, Product, or Property. The EOC Supervisor reports to an EOC Director and has direct reports.
Hire, coach and develops a team of EOC Specialists.
Manages daily operations of team in alignment with enterprise and functional goals.
Serves as the SME regarding crisis incident protocols, application of proper techniques for customer interaction / issues resolution, and EOC systems operation
Gathers and analyzes information from various sources to assess risk to the enterprise; Creates detailed intelligence summaries and threat assessments related to crisis events and business impact
Responds to initial emergency issues and coordinates appropriate actions per policy related to all enterprise office locations and stores globally
Assess and identify when a crisis situation requires communication to business partners and executive leadership
Develops crisis preparedness materials, communicating processes to our field, stores, home office, and distribution center partners
Monitors access control, burglar alarms, fire safety systems, and CCTV systems and coordinates issue resolution with global enterprise partners
Monitors the security & safety for all associates, including those who travel internationally or work at our global office locations
Monitors internet, social media, news, and vendor media sources for global security issues, following protocol in case of an emergency situation
Demonstrates expert written and verbal communication skills to accurately report incidents dealing with theft, safety, and other asset protection issues
Supports the EOC Managers on the development of proper reporting and customer interaction procedures and policies
Assists in the onboarding and training of EOC Specialists
Performs other duties as may be assigned by the EOC leadership team
Expert knowledge of emergency incident protocols as demonstrated in past crisis situations
Strong decision-making capability
Proven capability to develop and coach associates
Ability to builds rapport and fosters relationships working well within a team-oriented environment
Exemplary customer service and active listening skills
Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast paced environment; including diffusing emotional situations and effectively delivering instructions regarding safety.
Self-motivated, proactive approach in the application of EOC, Crisis Management, and Global Security practices
Detailed, working knowledge of building security, fire, and safety systems
Ability to multi-task and work a flexible schedule including a combination of days, evenings, nights, and weekends totaling 40 hours per week with occasional overtime
Excellent verbal and written communication skills
Strong computer skills in Microsoft Office, Excel, and PowerPoint
Bachelor's Degree with specialization in international affairs, emergency management, or criminal justice; preferred
Minimum of 2 years of experience supporting the EOC or a crisis management, command and control call center equivalent
2+ years of experience leading teams
Excellent Organizational and Project Management skills
Retail Asset Protection experience a plus
Ability to fluently speak a second language a plus
CPR and first aid training a plus
DIRECT REPORT RESPONSIBILITIES:
5-10 EOC Specialists
An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual's race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws. We only hire individuals authorized for employment in the United States.