CENTER OPERATIONS MANAGER JOB DESCRIPTION

Managing a 24x7 network or security operations center without clear leadership means alerts go unresolved, SLA commitments slip, and customer-facing infrastructure degrades without warning. The Center Operations Manager is the person who prevents that. This role owns the operational health of NOC or SOC environments, overseeing shift leads, vendor relationships, and incident response processes that keep infrastructure stable around the clock. Accountability here spans both the human side of the team and the technical standards the center is measured against.

As the Center Operations Manager, you direct day-to-day operations across a 24x7 network or security operations function, owning SLA performance, incident resolution workflows, and team development for a group of shift leads and engineers. You report into senior IT or security leadership while coordinating directly with third-party support organizations and internal engineering stakeholders to keep customer-facing systems continuously available.

Career Impact: Leading a NOC or SOC team at this level builds the operational management credentials that senior IT infrastructure and security leadership roles require.

Business Impact: When this role is performed well, customers experience fewer outages, incidents are contained faster, and the organization maintains the SLA commitments that protect revenue and trust.

Growth Opportunity: Exposure to both network operations and security monitoring expands your path toward Director of IT Operations or Head of Security Operations within a typical three-to-five-year window.

• Lead a team of shift leads and 24x7 operations engineers, covering hiring, performance management, coaching, and development.
• Direct the monitoring and response to hardware, software, and network problems to maintain continuous infrastructure availability.
• Own vendor and third-party support relationships, enforcing SLA adherence and escalating performance gaps as needed.
• Identify automation and process improvement opportunities that reduce recurring operational toil across the team.
• Establish and communicate key performance indicators that allow stakeholders to track operations center effectiveness over time.
• Coordinate routine testing and analysis of network facilities to validate that all components meet operational standards.
• Develop, maintain, and update runbooks and standard operating procedure documentation to support consistent incident response.
• Manage on-call rotation schedules across network and security teams to ensure continuous coverage.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 5 or more years of experience in network or IT operations, with at least 2 years in a team leadership capacity.
• Working knowledge of networking fundamentals including TCP/IP, routing, switching, VLANs, and VPN protocols.
• Demonstrated ability to manage and resolve operational incidents following documented incident management processes.
• Experience overseeing 24x7 operations environments, including shift scheduling and on-call rotation management.
• Strong written and verbal communication skills, with the ability to report operational status clearly to senior stakeholders.
• Ability to analyze monitoring data, identify abnormal trends, and initiate corrective action before service impact occurs.

• Prior experience managing distributed teams across multiple geographies or time zones.
• Familiarity with IT service management frameworks such as ITIL and their application to operations center workflows.
• Background in security operations, including SOC management, incident escalation, or security engineering.
• Experience with cloud infrastructure environments, including operational monitoring of cloud-hosted services.

• SLA adherence rate, measured against contracted uptime commitments across managed infrastructure.
• Mean time to resolution for escalated incidents, reflecting how efficiently the team closes open events.
• On-call rotation coverage completeness, tracking whether all shifts maintain qualified staffing at all times.
• Runbook currency rate, reflecting the percentage of documented procedures updated within the required review cycle.
• Third-party vendor performance score, measured against defined SLA terms across active support contracts.
• Typical tools: Monitoring platforms (commonly Nagios or similar); ticketing systems (commonly JIRA or ServiceNow)

• Base Salary Range: $90,000 to $125,000 per year depending on seniority and location.
• Bonus: Annual performance bonus of 8 to 15 percent of base salary.
• Equity: Stock options or RSUs offered at larger technology employers.
• Health Benefits: Medical, dental, and vision coverage for employee and dependents.
• PTO: 15 to 20 days annually plus standard federal holidays.
• Common Perks: On-call stipend, home lab or certification reimbursement, and remote work options for non-shift roles.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates are evaluated without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process. Given the nature of this role, employment is contingent on successful completion of a background screening. Candidates must be authorized to work in the United States prior to their start date.

The Center Operations Manager owns day-to-day operational procedures for a USO center, ensuring a cost-effective, safe, and well-maintained environment for military visitors and guests. Working closely with US Military leadership, local business partners, and volunteers, this role generates financial and in-kind support that sustains local programs and service delivery.

Key Responsibilities

• Assist with management of day-to-day center operational procedures, ensuring a cost-effective, safe, welcoming, clean and well-maintained environment.
• Meet, greet, orient and assist visitors and guests.
• Maintain working relationships with US Military and local business community leadership to enhance awareness and generate financial and in-kind support.
• Supervise volunteers for general and program activities including recruitment, scheduling, oversight, training, development and recognition.
• Assist with program and operations communications, and compile announcements, stories and photos for publication across multiple channels.
• Operate center within approved budgetary guidelines including cash handling, and maintain accurate inventory of supplies and assets.
• Control, safeguard and maintain equipment, assets, fabric, furniture and fitments in the center, and ensure sanitary and food-handling regulations are followed.
• Create and maintain a Standard Operating Procedure file detailing local operational procedures and center activities.

Required Qualifications

• High School Diploma or equivalent required, Bachelor's Degree preferred.
• 2-4 years of work experience in retail, customer service, recreation facility or related role.
• Experience in a not-for-profit, military, multicultural or global organization preferred.
• Proficiency using computers and electronics equipment, including volunteer management software, social media platforms and Microsoft Office Suite.
• Experience with Digital Cheetah preferred.
• Strong interpersonal, customer service and problem-solving skills with ability to interact professionally at a variety of levels.
• Ability to exercise sound judgment on controversial and culturally sensitive subjects, and handle confidential information with tact and poise.
• Ability to perform basic math and follow proper cash and donation handling, reporting and budget reconciliation procedures.

Embedded within a contact center environment, the Call Center Operations Manager oversees all facets of day-to-day operations including staffing, quality, and appointment set rates across agent and supervisory teams. Working closely with engineering, marketing, and client stakeholders, this role delivers measurable conversion improvements through A/B testing, process optimization, and data-driven metric reporting.

Core Functions

• Oversee all facets of day-to-day contact center operations including staffing, utilization, quality and appointment set rate.
• Evaluate processes and propose optimizations, and adjust workflows and evaluation methods accordingly.
• Communicate directly and regularly with members of management staff in Philippines.
• Drive results through positive reinforcement and gamification for agent and supervisory staff.
• Maintain administrator-level oversight in Five9 telephony system.
• Coach and offer recommendations for conversion opportunity without sacrificing homeowner experience or contractor quality.
• Troubleshoot and identify degradations in operational status with speed and effectiveness.
• Facilitate A/B testing and create and manage a testing roadmap to drive conversions without sacrificing interaction quality.
• Collaborate with internal business stakeholders including engineering, marketing and client teams.

Qualifications and Experience

• Bachelor's degree or equivalent work experience, preferably in a technical field.
• 2+ years in call center management or supervisory role, with preference for sales-focused contact center experience.
• Experience with contact center automated dialing platforms, with strong preference for Five9.
• MySQL experience a plus, along with experience working with SMS and chat administration.
• Highly proficient in Microsoft Excel including VLOOKUP, pivot tables and spreadsheet management.
• Google Workspace proficiency required.

Reporting to the Center Manager or Center General Manager, the Center Operations Manager maintains production goals, monitors net yields, and oversees financial targets to sustain center quality and profitability. Partnering with market leadership to develop corrective action plans, this role ensures patient flow efficiency, OSHA compliance, and inventory optimization across the facility.

Primary Duties

• Maintain center operations production goals, monitor net yields and implement improvement plans as required.
• Manage and maintain operational records, and consistently meet daily, weekly and monthly deadlines.
• Determine center labor usage independently to meet business needs and support established production goals.
• Ensure efficient patient flow throughout the center, identify problem areas and implement corrective action as needed.
• Oversee financial targets, cash management, financial reporting and other financial responsibilities in collaboration with or in absence of the Center Manager.
• Support the center philosophy of continuous improvement by collecting and analyzing data to maintain quality, efficiency and profitability.
• Follow all HSE and OSHA policies, ensure compliance with OSHA regulations and complete all required record keeping and reporting.
• Manage all inventories to optimum levels by maximizing efficiencies and minimizing investment.
• Ensure compliance with all company procedures and applicable federal, state and local regulations.

Skills and Qualifications

• Strong business acumen and good knowledge of general operations standards, functions, methods and processes.
• Understanding of regulatory standards and various local, state and federal laws applicable to the business.
• Proven skills in budgeting and fiscal management preferred.
• Intermediate working knowledge of Microsoft Office Suite including Excel, Word, PowerPoint and Outlook.
• Excellent critical reasoning, decision-making and problem-solving skills to analyze situations, determine risks and resolve recurring issues.
• Strong organizational skills with ability to handle multiple tasks, short deadlines and shifting priorities.
• Strong leadership, training, written and verbal communication and presentation skills.

Sitting at the intersection of workforce planning and operational execution, the Center Operations Manager builds and executes productivity plans through forecast reviews and load balancing while managing safety, quality, and customer delivery promises. Operating across salaried and hourly teams, this role implements Six Sigma and Lean process improvements that enable the business plan to be consistently met or exceeded.

Duties

• Build and execute productivity plans through forecast reviews, determining productivity requirements and partnering with other leaders to load balance.
• Manage staffing plans, schedules, quality initiatives, performance levels, process change initiatives and Six Sigma initiatives to attain the business plan.
• Manage safety, quality, productivity and customer delivery promises across operations.
• Build a deep understanding of operations while identifying continuous improvement opportunities and implementing solutions.
• Manage a shift directly and a major process directly or indirectly, becoming a subject matter expert in the area.
• Set and clarify requirements and expectations for Area Managers and Team Leaders.
• Support, mentor and motivate salaried and hourly workforce.

Education and Experience

• Completed Bachelor's Degree in Business Administration, Logistics Management, Industrial Engineering, Operations Management, Supply Chain Management or related field.
• 5+ years of experience managing a team of 2+ salaried employees and 70+ indirect employees.
• Experience scoping, leading and implementing process improvements through Lean process, Kaizen or Six Sigma.
• Strong Excel and data analysis skills with demonstrated problem-solving and analytical capabilities.
• Demonstrated ability to manage detail, establish root cause and extract and manipulate data.
• Excellent customer service, communication and interpersonal skills.
• Ability to balance and organize competing priorities in an ambiguous environment.
• Track record of meeting or exceeding department performance goals.
• English proficiency required.

A key member of the operations leadership team, the Center Operations Manager provides leadership to Leads and associates by building department-specific plans, managing KPI decks, and leveraging Lean Six Sigma principles to resolve operational problems. Collaborating across senior leadership, peer groups, and hourly associates, this role drives continuous improvement in safety, quality, and cost across fulfillment center operations.

Accountabilities

• Provide leadership to a team of Leads and associates, including building department-specific plans, managing KPI decks and setting goals and expectations for team members.
• Make recommendations and assist in formulating departmental objectives, policies and plans.
• Manage daily and weekly labor planning to ensure resource allocations allow for specific deliverables including DEA, quality and cost.
• Plan, examine, analyze and evaluate fulfillment center operations with respect to productivity standards, safety and customer support.
• Evaluate current procedures, identify opportunities for continuous improvement and implement updated processes driving improvements in safety, quality and cost.
• Leverage Lean Six Sigma principles to identify and resolve operational problems and ensure company standards are met.
• Assist in creating and implementing training programs for associates, improving communication between departments and developing supervisory and technical skills.
• Mentor and develop manager and lead talent to build bench strength.

Experience and Qualifications

• Bachelor's degree in a business-related field, preferably in Supply Chain Management.
• 3-5 years of experience in fulfillment center operations with a minimum of 3 years in a leadership capacity.
• Lean Six Sigma or Green Belt Certification a plus.
• Knowledge of WMS systems, RF technology and quality measurements and processes.
• Knowledge of both manual and automated order fulfillment systems including tilt tray sortation, ASRS, pick-to-light and pack-to-light.
• Proficient with MS Office and Google GSuite applications to process and present data.
• Ability to interact effectively with senior leadership, peer groups and hourly and salaried associates.
• Flexibility to work different shift schedules including weekends.

Sustaining a well-managed hourly workforce depends on the Center Operations Manager, who supports employee client groups across call center, distribution center, and manufacturing environments while maintaining strict confidentiality over payroll, benefits, and employee matters. Based within an HR or shared services function, this role enables operational continuity by leading teams, meeting deadlines, and ensuring organized and accurate work output.

Job Functions

• Support hourly employee client groups and manage and lead employees across call center, distribution center or manufacturing environments.
• Maintain strict confidentiality regarding payroll, benefits and employee issues.
• Lead and teach others in a collaborative and inspiring manner.
• Meet deadlines by motivating yourself and your team in an ambiguous environment.
• Ensure organized, detail-oriented and accurate work output at all times.

Position Requirements

• Bachelor's Degree from an accredited university.
• Degree in HR, HR Management, Labor Relations or a related field preferred.
• 3+ years of HR or shared services experience.
• Experience supporting hourly employee client groups.
• Demonstrated experience managing and leading employees.
• Intermediate verbal and written communication skills.
• Organized and detail oriented with a strong focus on accuracy.
• Ability to thrive in an ambiguous environment and meet deadlines effectively.

As the Center Operations Manager, this role installs, configures, and troubleshoots workstation applications and hardware while administering endpoint protection and security awareness training for a managed services client base. The IT operations team relies on this work to resolve incidents efficiently, maintain 24x7 availability, and uphold the standard operating procedures and best practices that underpin service quality.

Technical Responsibilities

• Install, configure, troubleshoot and customize workstation applications and MS Office Suite applications per customer preferences.
• Install, configure and test workstation hardware including video cards, NICs, hard drives and mobile devices.
• Support and administer file, print, remote access and network services.
• Manage Security Awareness Training System and administer corporate endpoint protection.
• Troubleshoot and resolve non-time-sensitive workstation-level incidents following Standard Operating Procedures and best practices.
• Set client expectations appropriately throughout the troubleshooting process and demonstrate the correct level of urgency.
• Participate in assigned implementation of new systems or software and in the weekly on-call pager rotation.

Technical Qualifications

• Associate's Degree or Technical Degree required.
• 1+ years of desktop and server support experience.
• Network server experience required with Windows Server 2012 and 2016, including add and remove users, configure file permissions, check event logs and configure and restore from backup.
• Knowledge of common protocols, client connection methods and remote support methods.
• Ability to articulate technical information to non-technical audiences.
• Self-motivated with ability to learn new skills quickly and work effectively in a team environment and independently.
• Ability to deal effectively with stressful situations and recognize when escalation is necessary.
• Ability to work in a 24x7x365 department.

Center Operations Manager delivers 24x7x365 network and security operations by leading a team of shift leads and NOC engineers through hiring, coaching, and performance management. Success in the position means maintaining stable customer-facing infrastructure, driving automation opportunities, and ensuring SLA adherence across third-party and in-house support relationships.

Leadership Responsibilities

• Lead a team of 3 shift leads and 24x7x365 NOC engineers, including hiring, performance management, coaching and development.
• Manage relationships with third-party support organizations and ensure SLA adherence.
• Identify new opportunities for automation and process improvements to reduce toil and improve the customer experience.
• Manage an on-call rotation among Network and Security teams.
• Provide technical guidance for directing and monitoring information systems operations.
• Plan, organize and direct the Network Operations Team to ensure stable operation of customer-facing infrastructure.
• Maintain, support and optimize key functional areas including network, server, network security and service desk.
• Ensure effective monitoring and response to hardware, software and network problems, and coordinate routine testing and analysis of all network facilities.

Background and Experience

• 6-8+ years of experience in Networking, IT or a related field.
• 2+ years in a leadership role in Network or Operations.
• Operational knowledge in one or more of the following: ServiceNow, Cisco, Checkpoint, SentinelOne, Python or Palo Alto.
• Working knowledge of OSI model, IPSec VPNs, TCP/IP, Routing, Switching, VRF, VLANs and Bandwidth Utilization.
• Experience managing teams across multiple geographies.

The Center Operations Manager owns 24x7 monitoring operations by analyzing tools and services for abnormal trends, managing service requests, and driving incident resolution through documented Incident Management processes. Working closely with engineering teams across East Lansing and the Philippines, this role builds operational stability through KB and Runbook documentation, onboarding workflows, and Application KPI delivery.

Day-to-Day Responsibilities

• Analyze monitoring tools and services for performance and abnormal trends to ensure 24x7 operation.
• Respond to alerts and alarms according to Standard Operating Procedures by following predefined KB and Runbook procedures.
• Assist with driving incidents and outages to resolution following the documented Incident Management process.
• Process the onboarding and offboarding of engineering production access.
• Create and update KB and Runbook documentation.
• Manage service requests including system maintenance, equipment replacement and code upgrades.
• Provide Application KPIs to relevant stakeholders.

Knowledge, Skills and Abilities

• 5 years of management experience.
• Intermediate-level understanding of networking concepts.
• Intermediate-level experience with Linux (RHEL) OS distributions.
• Prior experience with system monitoring tools such as Nagios.
• Familiarity with third-party monitoring services such as Catchpoint and New Relic.
• Experience with JIRA ticketing system and DevOps tools such as Puppet, Git and Gerrit a plus.
• System administration skills and experience required.
• Excellent written and verbal communication skills.
• Ability to work well independently and in a collaborative environment.

Embedded within a cybersecurity function, the Center Operations Manager leads SOC operations by directing teams, developing security monitoring policies, and overseeing the identification, escalation, and resolution of security incidents. Working closely with outsourced and in-house SOC partners and Senior Management, this role strengthens the organization's risk profile through performance goal-setting, SLA management, and threat communication.

Strategic Responsibilities

• Direct the team, functions, processes and operations of the SOC.
• Lead the development, documentation and implementation of policies and procedures associated with security monitoring efforts.
• Identify and communicate key performance indicators to help stakeholders understand SOC roles, responsibilities and program effectiveness.
• Implement and monitor key SOC performance indicators, identify opportunities to improve team performance and adjust operations processes as necessary.
• Oversee the monitoring, identification, escalation and resolution of security incidents.
• Manage outsourced and in-house SOC relationships and services for quality performance and SLA fulfillment.
• Communicate threats and risks to Senior Management that may impact the organization's risk profile.
• Establish performance goals and priorities, and develop, mentor and counsel staff.

Minimum Qualifications

• Bachelor's degree in a related field.
• CISSP Certification or similar preferred.
• 7+ years of experience in the Cyber Security field.
• Prior SOC Management and Security Engineering experience preferred.
• Experience performing analysis utilizing SIEM technologies, IDS, AV and Firewall consoles.
• Experience with cloud computing and AWS or Azure services.
• Strong understanding of networking and associated protocols.
• Development skills including scripting in Python or shell scripting, web coding or database backend.
• Ability to serve as a member of an Incident Response Team and respond to emergency calls during non-business hours as needed.

Reporting to senior leadership, the Center Operations Manager develops client contract governance structures, manages onboarding communications and technical integration, and analyzes agent attrition to maintain a stable, high-performing contact center workforce. Partnering with Shared Services HR and finance teams, this role sustains recruitment pipelines, manages home-based agent programs, and prepares client invoices that support ongoing operational delivery.

Scope of Work

• Develop governance structure of client contracts and document operation assumptions as part of contract creation.
• Manage communications with clients during the contract and onboarding process.
• Manage technical integration, IVR template completion and recording of prompts and messaging during client onboarding.
• Analyze agent attrition including trends and events, and create action plans to proactively counter employee turnover.
• Manage leaves of absence in conjunction with Shared Services HR and assist with employee return to work.
• Maintain recruitment plan and engage with Shared Services HR to execute it.
• Evaluate employee compensation and performance management, and prepare client invoices for finance.
• Assist with administration of the home-based agent program and recommend operational and support improvements.

Professional Experience

• High School Diploma required, Bachelor's Degree preferred.
• 5 years of experience in a Contact Center environment.
• 3 years of experience in leading people.
• Experience utilizing Call Management software and Forecast and Scheduling software to ensure the call center runs to capacity.
• Strong mathematical, analytical, communication and organization skills.
• Excellent critical thinking and problem-solving skills.
• Self-motivated with ability to excel in a minimally managed, high-profile environment.