GSOC Associate Manager

About the Role

The Associate Manager, Global Security Operations Center (GSOC) leads the day-to-day operations of Gap Inc.’s 24/7 Global Security Operations Center in San Francisco. The GSOC serves as a centralized point of coordination, communication, situational awareness, and operational support for the company’s Physical Security operations, HQ Hubs, corporate offices, and broader enterprise security and resiliency partners.This is an in-office role based in San Francisco, Monday through Friday. As a leader supporting a 24/7 security operation, the Associate Manager must also maintain the flexibility to provide leadership, escalation support, or on-site response outside normal business hours when significant incidents, emergencies, or business needs require.This leader is responsible for ensuring consistent, high-quality GSOC operations, maintaining operational readiness, leading and developing GSOC personnel, and supporting the effective management and escalation of security, safety, and business-impacting incidents. The role works closely with Physical Security, Global Resiliency, Executive Protection, Intelligence, Distribution Centers, and Asset Protection partners to provide timely monitoring, incident coordination, emergency communications, investigative support, and security-system support across the enterprise.The Associate Manager is also responsible for driving operational discipline, strengthening processes and procedures, improving the quality and timeliness of GSOC work products, and using performance data and operational insights to identify opportunities for continuous improvement. The role requires strong leadership, sound judgment, operational acumen, effective communication, and the ability to build trusted partnerships across security functions, corporate teams, field operations, and external partners.Success in this role requires balancing the demands of a 24/7 operational environment with team development, service delivery, incident readiness, and the continued evolution of GSOC capabilities in support of Gap Inc.’s commitment to Safeness for All.

What You'll Do

The Associate Manager, Global Security Operations Center (GSOC) leads day-to-day operations of the San Francisco GSOC and the team responsible for delivering centralized security monitoring, incident coordination, communications, situational awareness, and operational support across Gap Inc. This role helps ensure the GSOC provides timely, accurate, and consistent support to Physical Security operations, HQ Hubs, corporate offices, and enterprise security and resiliency partners.

This position requires strong leadership, sound judgment, operational discipline, attention to detail, and a service-oriented mindset. The successful candidate will develop high-performing GSOC teams, strengthen cross-functional partnerships, maintain operational readiness, and continuously improve the processes, tools, and standards that support a 24/7 security operation.

• Lead day-to-day operations of the San Francisco GSOC, ensuring consistent execution of security monitoring, incident response, communications, reporting, and escalation protocols across a 24/7 operating environment.
• Maintain a consistent in-office leadership presence Monday through Friday, providing direct oversight, coaching, operational support, and engagement with GSOC personnel and business partners.
• Lead, coach, and develop GSOC team members while establishing clear expectations for performance, accountability, responsiveness, professionalism, and operational execution.
• Serve as a primary operational escalation point for security, safety, emergency, and business-impacting incidents, ensuring appropriate coordination, communication, documentation, and follow-up.
• Provide centralized operational support and collaboration for Physical Security, Global Resiliency, Executive Protection, Intelligence, Distribution Center, and Asset Protection partners.
• Support HQ Hubs, corporate offices, and other designated locations through incident coordination, security-system monitoring, access-control support, video review, emergency communications, investigative support, and situational awareness.
• Maintain effective staffing, shift coverage, pass-down communication, and continuity of operations across all GSOC shifts.
• Ensure incidents, alarms, security-system events, and emerging threats are appropriately assessed, verified, documented, escalated, and resolved in accordance with established procedures.
• Oversee the quality, accuracy, timeliness, and professionalism of GSOC work products, including Incident Reports, SITREPs, Flash Alerts, video-review findings, operational notifications, and other security communications.
• Establish performance metrics and leverage operational data, trends, quality reviews, and partner feedback to measure GSOC effectiveness and drive continuous improvement.
• Develop, maintain, and improve GSOC Standard Operating Procedures, response protocols, escalation matrices, checklists, training materials, and other operational guidance.
• Lead and support operational improvement initiatives that strengthen GSOC capabilities, enhance service delivery, reduce recurring errors, and improve integration with field and enterprise security operations.
• Maintain strong partnerships with Physical Security leaders, site teams, Asset Protection partners, Global Resiliency, Executive Protection, Intelligence, Distribution Center teams, corporate functions, contract security providers, vendors, and other key stakeholders.
• Influence and collaborate across functions to resolve complex operational issues, improve coordination, and ensure timely delivery of security support and information.
• Support emergency preparedness activities, exercises, special events, crisis-management activations, and other elevated-risk operations as required.
• Ensure GSOC personnel maintain proficiency with physical security and critical-event technologies, including access control, video surveillance, visitor management, alarm monitoring, mass notification, emergency communications, and intelligence platforms.
• Identify operational risks, recurring deficiencies, and process gaps and implement appropriate coaching, training, procedural improvements, or corrective actions.
• Ensure appropriate handling of confidential, proprietary, investigative, executive, employee, and security-sensitive information.
• Ensure security systems, access-control records, video surveillance, personal information, and other privileged resources are accessed and used only for legitimate and authorized business purposes.
• Drive standardization, operational consistency, accountability, and service excellence across GSOC operations.
• Ensure compliance with company policies, procedures, confidentiality requirements, data privacy standards, personally identifiable information (PII) requirements, and applicable information-handling practices.

Who You Are

• Ability and willingness to work in-office in San Francisco Monday through Friday as the position's regular work arrangement.
• Flexibility to provide support outside normal business hours, including evenings, weekends, or holidays, when significant incidents, emergencies, special events, or business needs require.
• Ability to travel to other company locations as business needs require.
• Strong understanding of GSOC, corporate security, physical security, emergency management, or related security operations, or the ability to quickly learn and master applicable processes, systems, and procedures.
• Demonstrated leadership experience managing operational teams, security functions, command-center environments, or other 24/7 service-oriented operations.
• Ability to assess complex and rapidly evolving situations, manage escalations, de-escalate conflict, and make sound, timely decisions with incomplete information.
• Strong incident-management capabilities with the ability to coordinate multiple stakeholders, establish priorities, and maintain effective communication during high-pressure situations.
• Experience using data, metrics, and operational analytics to evaluate performance, identify trends, address recurring issues, and drive continuous improvement.
• Proven success in developing or improving processes, Standard Operating Procedures, response protocols, training, or operational workflows.
• Strong project management and organizational skills with the ability to prioritize competing demands and deliver results in a fast-paced, 24/7 operational environment.
• Demonstrated ability to influence stakeholders and collaborate effectively across diverse, cross-functional teams, including Physical Security, Global Resiliency, Executive Protection, Intelligence, Distribution Center, and Asset Protection partners.
• Strong working knowledge of physical security technologies, including access control, video surveillance, alarm monitoring, mass notification, visitor management, incident management, or intelligence platforms.
• Ability to navigate multiple security systems, communications platforms, and information sources simultaneously while maintaining accuracy and situational awareness.
• Proficiency with Microsoft Office Suite and familiarity with platforms such as ServiceNow, Smartsheet, or similar workflow, reporting, and project management tools.
• Strong attention to detail and demonstrated ability to produce accurate, concise, and professional incident reports, operational communications, and leadership briefings.
• Excellent verbal and written communication skills, including the ability to communicate effectively with frontline personnel, business partners, senior leaders, and external stakeholders.
• Demonstrated discretion and sound judgment when handling confidential, sensitive, investigative, executive, employee, and personally identifiable information (PII).
• High degree of accountability, reliability, professionalism, and ownership for operational outcomes and team performance.
• Strong coaching and team-development skills with the ability to establish clear expectations, provide constructive feedback, and build individual and team capability.
• Growth mindset with a passion for continuous improvement, innovation, operational excellence, and developing high-performing teams.