ZeroEyes Operations Center Analyst
DepartmentOperations
Employment TypeFull-time
LocationConshohocken, PA / Honolulu, HI
Reports ToOperations Center Manager
Job Schedule: Four 10-hour shifts per week in a 24/7/365 operations environment, with rotating weekend and holiday coverage as assigned. ZOC Leadership determines specific shift schedules based on staffing and operational needs.
Pay Type: Hourly
FLSA Status: non-exempt
Job Overview:
The ZeroEyes Operations Center Analyst is a core member of the 24/7/365 ZeroEyes Operations Center. Analysts are responsible for reviewing real-time AI-generated firearm alerts, determining whether an alert requires escalation, and supporting rapid notification to customers and first responders during potential weapon-related events.
This role requires focus, composure, judgment, attention to detail, and the ability to communicate clearly during high-pressure situations. ZOC Analysts must be able to work in a team environment, follow SOPs precisely, document actions accurately, and contribute to the mission of helping prevent gun-related violence through fast, human-verified detection and response. A significant portion of each shift involves sustained review of high volumes of still images generated by the AI system - analysts must maintain accuracy and focus across repetitive tasks while staying ready to respond immediately when a real detection occurs.
The ideal candidate is dependable, calm under pressure, comfortable with technology, receptive to feedback, and motivated by work that directly impacts public safety.
Key Responsibilities:
Emergency Management and Alert Review
- Maintain sustained attention during extended image review periods, which may involve evaluating hundreds to thousands of still images per shift.
- Review images and available context to identify potential gun-related incidents and determine the appropriate next action in accordance with ZOC procedures.
- Follow ZOC SOPs based on detection type, customer requirements, and event-specific variables.
- Communicate clearly with teammates during active events, including room updates, role handoffs, and escalation needs.
- Provide accurate verbal information to first responders, customers, or internal stakeholders when required.
- Understand and communicate relevant location details, person descriptions, camera views, and event context.
- Complete operational reporting accurately and in a timely manner.
- Maintain composure and professionalism during high-stress or time-sensitive situations.
Technology and Systems
- Learn and use ZeroEyes operational systems, alerting tools, dashboards, ticketing systems, and communication platforms.
- Support 24/7 system reliability by identifying, documenting, and escalating technical issues.
- Troubleshoot basic customer camera, server, alerting, and connectivity issues according to SOP.
- Accurately track outstanding technical issues in the appropriate ticketing system.
- Provide useful feedback to the Product, Engineering, and Research and Development teams on AI model performance and system operational behavior.
- Continue developing technical knowledge through internal training, certifications, and hands-on experience.
Customer Support and Communication
- Communicate professionally with customers during testing, troubleshooting, notification checks, and active events.
- Explain ZeroEyes procedures clearly and accurately when interacting with customer personnel.
- Support customer testing events, including active shooter drills, test notifications, pre-production testing, and camera validation.
- Help ensure customers are able to receive and respond to ZeroEyes notifications.
- Provide relevant customer feedback, account information, and operational observations to Customer Success and ZOC Leadership.
- Maintain professionalism and discretion when handling sensitive customer or public safety information.
Teamwork and Professional Conduct
- Work effectively in a team-based operations center where communication, trust, and reliability are essential.
- Accept coaching and feedback with professionalism and apply it to improve performance.
- Stay engaged during assigned monitoring blocks, operational duties, training, and support tasks.
- Demonstrate accountability for attendance, punctuality, documentation, and shift responsibilities.
- Support a positive team culture by communicating respectfully and staying focused on the mission.
- Maintain confidentiality and sound judgment when handling sensitive information, customer details, or emergency events.
Success in this Role Looks Like:
- Alerts are reviewed quickly, carefully, and consistently.
- Potential gun-related incidents are identified and escalated according to ZOC procedures.
- The Analyst maintains focus and sound judgment during both routine operations and high-pressure events.
- Operational reports, tickets, handoffs, and customer updates are completed clearly and accurately.
- The Analyst communicates effectively with teammates, customers, first responders, and leadership when required.
- The Analyst remains calm, coachable, and professional during feedback, stress, or ambiguity.
- Customers, teammates, and managers can trust the Analyst to follow procedures and make responsible decisions.
- The Analyst contributes to a room culture of accountability, teamwork, and mission focus.
- The Analyst demonstrates reliability through attendance, punctuality, preparation, and follow-through.
- Over time, the Analyst develops stronger technical, emergency management, customer support, and leadership skills.
Preferred Qualifications:
- Prior experience in emergency management, public safety, military, law enforcement, security operations, dispatch, GSOC/SOC operations, call center operations, or another mission-critical environment.
- Prior experience working in a high-tempo, shift-based, or 24/7 operations environment.
- Experience making decisions under pressure or communicating during stressful situations.
- Experience with customer support, technical support, operations support, or incident response.
- Professional certifications in emergency management, public safety, IT, security, customer relations, operations, or a related field.
- Associate's degree, bachelor's degree, or active pursuit of a degree in emergency management, business, technology, criminal justice, homeland security, public safety, or a related field.
- Familiarity with Google Workspace, Slack, ticketing systems, scheduling tools, dashboards, or project management tools.
- Demonstrated interest in technology, public safety, emergency response, or mission-driven work.
- Prior leadership, mentoring, training, or team captain experience.
Skills and Abilities:
- Strong attention to detail.
- Strong verbal and written communication.
- Calm, professional demeanor under pressure.
- Sound judgment and decision-making.
- Ability to follow SOPs precisely.
- Ability to multitask across alerts, communications, documentation, and operational tools.
- Strong teamwork and interpersonal skills.
- Technical aptitude and willingness to learn new systems.
- Coachability and openness to feedback.
- Reliability, accountability, and strong work ethic.
- Ability to maintain confidentiality and discretion.
- Ability to adapt to changing procedures, technology, customer needs, and alert volume.