Senior Manager of SOC Ops & Emergency Preparedness

SUMMARY Join Grand Sierra Resort as the Senior Manager of SOC Operations and Emergency Preparedness and take a leading role in protecting our guests, team members, and property. This high-impact position oversees Security Operations Center and dispatch operations, coordinates responses to critical incidents, and advances emergency planning, training, and life-safety readiness. The ideal candidate is a calm, decisive leader who thrives in a fast-paced environment and is passionate about building prepared teams, strengthening operational resilience, and making a meaningful difference every day. ESSENTIAL DUTIES AND RESPONSIBILITIES Primary duties and responsibilities include, but are not limited to, the following: • Provide strategic and operational leadership for the Security Operations Center and Dispatch functions, ensuring continuous coverage, consistent service standards, and 24/7 readiness to support the property. • Serve as the primary command and coordination point for security, safety, life-safety, and emergency events, maintaining clear direction and control throughout each incident. • Maintain real-time situational awareness by monitoring video surveillance, access control, alarms, radio traffic, emergency communications, incident reports, and other operational systems. • Assess incidents promptly, establish response priorities, deploy appropriate resources, and ensure timely escalation based on the nature, severity, and potential impact of the event. • Coordinate responses with Security, Surveillance, Risk & Safety, Engineering, Facilities, Hotel Operations, Human Resources, Risk Management, Information Technology, and other departments as circumstances require. • Ensure executive leadership and designated stakeholders receive accurate, timely, and appropriately escalated notifications during significant incidents and operational disruptions. • Apply incident command principles during emergencies, establish clear roles and communication channels, track response activity, and support an orderly transition to recovery operations. • Develop, maintain, and regularly evaluate emergency response plans for fire, severe weather, active threats, medical emergencies, evacuations, shelter-in-place events, utility failures, technology disruptions, and other foreseeable hazards. • Support business continuity and operational resilience by identifying critical functions, response dependencies, communication needs, and recovery priorities. • Create and maintain emergency communications protocols, notification procedures, call trees, escalation matrices, response checklists, incident command guides, and other quick-reference resources. • Plan, coordinate, and document drills, tabletop exercises, simulations, and other preparedness activities in partnership with affected departments and external agencies. • Evaluate exercises and actual incidents, facilitate after-action reviews, document lessons learned, assign corrective actions, and track improvements through completion. • Establish and maintain the Emergency Response Team structure, including defined roles, training requirements, activation procedures, equipment readiness, participation standards, and performance expectations. • Build and sustain working relationships with law enforcement, fire, emergency medical services, emergency management agencies, utilities, vendors, and other public-safety partners. • Coordinate site familiarization, joint planning, emergency access, contact information, and response expectations with external agencies and service providers. • Oversee operational readiness of life-safety systems and related response processes, including testing schedules, inspection documentation, impairment notifications, deficiency escalation, and corrective follow-up. • Partner with Engineering, Facilities, Information Technology, vendors, and other responsible parties to address system issues and minimize gaps in monitoring, communications, or emergency response capability. • Manage SOC and Dispatch technology, including system access, user permissions, equipment functionality, service issues, vendor support, and implementation of upgrades or process improvements. • Establish dispatch, radio, alarm-monitoring, and incident documentation standards that promote accurate information, effective coordination, and reliable records. • Ensure incident logs, reports, recordings, notifications, and supporting records are complete, accurate, timely, confidential, and retained in accordance with established requirements. • Review incident data, alarm activity, response times, staffing trends, recurring issues, and other performance indicators to identify risks and recommend operational improvements. • Develop and maintain staffing plans, schedules, shift coverage, post assignments, and contingency arrangements necessary to support continuous SOC and Dispatch operations. • Lead, train, coach, and evaluate SOC and Dispatch personnel; communicate expectations, reinforce procedures, recognize strong performance, and address performance or conduct concerns promptly. • Ensure personnel are trained and competent in systems operation, emergency procedures, radio protocols, documentation standards, escalation requirements, and customer service expectations. • Promote a culture of professionalism, accountability, confidentiality, calm decision-making, teamwork, and service while managing sensitive or high-pressure situations. • Maintain current knowledge of applicable regulations, industry practices, company policies, and property-specific risks that affect SOC operations, emergency preparedness, and life-safety response. • Participate in departmental planning, budgeting, vendor management, and procurement related to SOC operations, emergency preparedness, training, equipment, and technology. • Serve as an on-call leadership resource and respond to the property outside normal working hours when significant incidents, system failures, staffing issues, or business needs require management support. • Perform other duties assigned within the scope of the position. KNOWLEDGE/SKILLS/ABILITIES: • Strong knowledge of emergency management principles, Incident Command System concepts, emergency preparedness, crisis response, and operational risk mitigation. • Strong understanding of Security Operations Center functions, dispatch operations, surveillance coordination, field security response, incident escalation, and emergency communications. • Working knowledge of FEMA/NIMS concepts, OSHA standards, fire/life-safety practices, emergency planning frameworks, and risk assessment methods. • Proficiency with video management systems, alarm monitoring systems, facial recognition or analytics platforms, dispatch systems, incident reporting systems, Microsoft Office, and emergency notification tools. • Ability to remain calm, decisive, and organized during critical incidents, competing priorities, interruptions, and rapidly changing operational conditions. • Ability to make sound decisions under pressure while coordinating multiple resources, departments, and external agencies. • Strong leadership, coaching, training, and team development skills. • Excellent verbal and written communication skills, including the ability to draft clear reports, executive summaries, incident reviews, emergency communications, and corrective action documentation. • Strong attention to detail, professional radio communication skills, basic investigative understanding, conflict management ability, and sound independent judgment. • Ability to work effectively with executives, department leaders, managers, team members, law enforcement, fire officials, inspection officials, contractors, guests, and the public. • Ability to analyze incident trends, identify operational weaknesses, recommend corrective actions, and improve readiness. • Ability to work flexible schedules, including nights, weekends, holidays, and extended hours during emergencies or major events. • Must be 21 years of age EDUCATION and/or EXPERIENCE • Minimum of 3 - 5 years of progressively responsible experience in security operations, emergency management, safety, dispatch, surveillance coordination, risk management, or large-scale facility operations. • Experience leading or supporting a Security Operations Center, Emergency Operations Center, dispatch center, surveillance coordination center, or similar command-and-control environment preferred. • Experience coordinating critical incident response, emergency communications, incident command activities, life-safety procedures, and cross-functional operational resources. • Experience developing and evaluating emergency plans, evacuation procedures, drills, tabletop exercises, simulations, safety programs, and post-incident reviews preferred. • Supervisory experience, including staffing, training, coaching, performance management, documentation review, and maintaining team readiness. • Experience in casino, hospitality, resort, entertainment, large venue, campus, or other complex facility operations preferred. • An equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities may be considered. CERTIFICATES AND LICENSES • FEMA ICS 100, ICS 200, ICS 700, and additional ICS/NIMS coursework preferred. • OSHA safety certification preferred. • Certified Emergency Manager or related emergency management certification preferred. • Experience working with law enforcement, fire departments, EMS, emergency management agencies, inspection officials, and other public safety partners preferred. • Must be able to maintain appropriate Gaming License & Alcohol Awareness card. PHYSICAL DEMANDS • While performing the duties of this job, the team member is constantly sitting; occasionally standing, walking, reaching overhead, bending over, crouching, kneeling, climbing, balancing, and responding to operational areas as needed during the duration of their shift. • Must be able to lift/carry/push/pull up to 75lbs or less occasionally. • The team member will occasionally have repetitive use of both feet. Team member will constantly have repetitive use of their dominant hand, occasional use of their non-dominant hand, and constant light grasping motions. Team member will have occasional use of firm/strong grasping motion. Finger dexterity of both hands will be frequently required. • Constant use of hearing & vision abilities is required including distance, depth perception, field of vision, and color vision. • The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT • Work performed consistently indoors and infrequently outdoors, frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts in an office environment around computer equipment, monitor screens, communications systems, telephones, incident management systems, and other electrical devices. • The noise level in the work environment is usually moderate and occasionally loud. • Team Member may be exposed to extreme heat/cold, slippery surfaces, fumes/odor and/or secondhand smoke. • Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.