Principal Associate, Sentry Shift Supervisor Global Security Operations Center

The Ideal Candidate Should

• Tailor clear, timely communications across cross-functional teams and senior leadership to align stakeholders and prevent rework
• Build strong partner relationships, managing complex project deliverables around customer requirements and proactive communication
• Serve as a natural peer leader who confidently offers opinions to shape operational solutions and drive execution outcomes
• Apply specialized domain expertise to elevate team capabilities and deliver high-impact analytical products with minimal oversight
• Navigate ambiguity effectively, keeping an open mind to evaluate viewpoints and maintain focus on core priorities
• Uphold corporate values with personal integrity and hold both self and team members accountable to those standards
• Excel in ambiguous environments by troubleshooting complex operational challenges and proposing turnkey solutions
• Manage workload and bandwidth effectively to execute high-volume, high-visibility initiatives on schedule
• Build constructive cross-functional relationships, break down silos, and proactively support peers through coverage and training
• High proficiency in Sentry operational processes, procedures, and resources

Key Responsibilities

• Act as people manager and development coach for Security Operations Specialists on shift and indirect manager of contract Watch Officers
• Collaborate effectively with other Sentry supervisors, ensuring knowledge sharing from shift to shift and managing schedules to ensure coverage across shifts and centers
• In coordination with Sentry manager, create engagement opportunities for teammates across and within shifts (e.g. recognition events, volunteer/community impact experiences)
• Review and provide ongoing feedback on all aspects of Sentry training and engage in and develop learning opportunities and preparedness exercises
• Complete audits and quality assurance reviews of processes and procedures, in support of investigations or as directed by Sentry manager or risk/control partners
• Continuously look for ways to simplify and improve processes and escalate process gaps
• Keep abreast of current and emerging threats and trends across the Capital One footprint
• Coordinate communications and maintain critical system statuses in emergency situations; may facilitate cross-functional calls
• Support project managers on new install and projects involving security monitoring, including testing of the systems
• Support investigations of critical incidents across the Capital One footprint as directed
• May proxy for the Sentry manager or support other shifts
• May lead cross-team initiatives or participate in wider team workstreams
• Other administrative tasks as deemed necessary by Sentry manager

Basic Qualifications

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience managing people in an emergency or security operations center, crisis or call center setting
• At least 1 year of experience with Google for Business suite applications
• At least 1 year of customer service experience

Preferred Qualifications

• Bachelor's degree or military experience
• 3+ years of experience managing people in an emergency or security operations center, crisis or call center setting
• 1+ year of experience with security technology systems and emergency communication operations
• 1+ years of experience in intelligence gathering, assessment and reporting

Additional information

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer).

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Riverwoods, IL: $98,900 - $112,900 for Pr Associate, Security Services

Pay and benefits

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).