EOC Manager
Your Role
The Victoria’s Secret Emergency Operations Center (EOC), our Global Security Operations Center, is a 24/7 global crisis monitoring, intelligence, and incident coordination function supporting the Asset Protection mission to safeguard people, product, and property. The EOC delivers time-critical alerts, intelligence, and situational awareness related to criminal activity, geopolitical events, severe weather, and natural disasters impacting the enterprise.
The Emergency Operations Center Manager is responsible for leading day-to-day EOC operations and driving team performance in a dynamic, high-speed environment. This role ensures effective intake, triage, escalation, and coordination of asset protection, security and crisis incidents in accordance with established policies, procedures, and protocols.
The EOC Manager provides operational leadership to a team of EOC Specialists and Lead Specialists while serving as a key liaison to internal partners, business leadership, and external agencies. The Manager ensures consistent situational awareness, high-quality incident reporting, and coordinated response efforts across global operations. The role also supports continuous operational improvement, crisis preparedness, and 24/7 coverage requirements. The candidate should have open avaialability including nights and weekends and ability to work any of the 3 shifts that support the 24/7 operation.
Why You Belong Here
At Victoria’s Secret & Co, you’ll join a world-leading specialty retail brand recognized globally for innovation and excellence in lingerie and fashion. You’ll work alongside industry leaders to set the standard for what a retail brand can achieve, placing customers at the center of everything we do to create products and experiences that bring them joy.
We believe everyone deserves a place where they truly belong. We celebrate individuality and know that your passion, experience, and unique perspective strengthen our team and business. Here, you’ll be empowered to perform, grow, and engage through unmatched opportunities to develop your skills, gain real-world experience, and learn from the best in the business.
Your Impact
- Lead and manage daily EOC operations to ensure timely, accurate intake, assessment, documentation, and escalation of security and crisis-related incidents.
- Hire, coach, develop, and supervise EOC Specialists and Lead Specialists, fostering a high-performing, team-based operational culture.
- Serve as an escalation point for complex, high-impact incidents, providing leadership direction and ensuring appropriate response and communication to stakeholders.
- Maintain oversight of continuous situational awareness by ensuring effective monitoring of internal systems, open-source intelligence (OSINT), external media, and vendor feeds for emerging or active threats.
- Ensure operational monitoring of enterprise security systems, including access control, fire and burglar alarms, and CCTV platforms, and coordinate resolution with Asset Protection and technical partners.
- Review, validate, and ensure quality, accuracy, and timeliness of incident reports, intelligence summaries, and situational updates distributed to field leadership, stores, and home office partners.
- Assess global security, safety, and crisis risks; analyze trends; and provide recommendations to leadership to support enterprise risk mitigation and preparedness.
- Create, enhance, and implement EOC policies, procedures, playbooks, and escalation protocols to support consistent global response.
- Support coordinated operational response efforts, including crisis management, enterprise risk escalation, and international travel safety monitoring.
- Act as a subject matter expert on EOC operations, crisis protocols, and customer/associate interaction techniques in high-stress situations.
- Augment operational staffing during periods of high incident volume or low coverage by assisting with call intake, monitoring, reporting, and coordination functions.
- Lead training, performance management, and action-readiness initiatives to ensure team preparedness and professional development.
- Serve as acting point of contact in the absence of the EOC Director.
- Perform additional duties as assigned to support effective 24/7 operations and continuous improvement initiatives.
Your Experience
- Proven leadership capability in asset protection, security, global security operations centers, crisis management, or emergency operations environments.
- Strong decision-making and incident triage skills in time-sensitive, high-pressure situations.
- Demonstrated ability to lead, coach, and develop teams in a 24/7, team-based operational setting.
- Excellent written and verbal communication skills, including executive-level reporting, escalation, and situational briefings.
- Ability to maintain composure, de-escalate emotional situations, and deliver clear, safety-focused guidance.
- Strong organizational, time-management, and multi-tasking skills across competing priorities.
- Proficiency with Microsoft Office and enterprise incident management, intelligence, or reporting platforms.
- Familiarity with OSINT, social media monitoring, threat-detection methodologies, and enterprise intelligence workflows.
Preferred Experience
- Bachelor’s degree in security, emergency management, international affairs, criminal justice, national security, or a related field.
- 5+ years of progressive experience in Asset Protection, security operations, emergency management, GSOC/EOC/SOC, military command center, or similar operations environments.
- Prior experience leading teams in an asset protection, security, emergency management, or intelligence function.
- Working knowledge of building security, fire, life safety, and alarm systems.
- Experience supporting global operations, international incidents, or travel security programs.
