Senior Manager, Incident and Crisis Operations, GSOC, GSOC

The mission of Worldwide Operations Security (WWOS) is to support Amazon's Worldwide Operations, as well as affiliate and retail businesses, by creating and maintaining a work environment that is both prepared and secure through global security centers of excellence staffed by subject matter experts in people and asset protection. We accomplish this by creating policy and implementation guidelines; training leadership and staff; using technology to eliminate subjectivity, complexity, and variation; identifying, preparing for, and mitigating risk; and auditing our practices to ensure compliance.

The Senior Manager, Incident and Crisis Operations (Watch Commander), is a critical leadership position overseeing 24/7 global operations at Amazon's Global Security Operations Center (GSOC), supporting Amazon's Worldwide Operations. This role takes managerial ownership of operational continuity, crisis response, and data-driven decision-making across a multi-disciplined team of 50+ professionals including Security Operations Managers, Security Area Managers, and Crisis Specialists. The Watch Commander is responsible for ensuring performance Service Level Agreements (SLAs) are met, customer responses are appropriate according to policies and procedures, and the continuous development and motivation of a high-performing team. The role manages high-stakes incident response and crisis management with significant impact on life safety, operations, and brand reputation.

The Watch Commander must navigate global operations across diverse regulatory environments and cultural nuances, make critical decisions under pressure—often with incomplete information—and coordinate cross-functional leadership across multiple VP-level organizations. This leader shapes organizational structures, defines risk strategies, and influences enterprise-wide security programs while adapting to Amazon's rapid growth and evolving technological landscape.

Key job responsibilities

Operate autonomously and use discretion when handling sensitive and critical information

Apply sound business principles to identify barriers and initiate resolution actions

Work across multiple organizations to resolve escalations with undefined problems, solutions, and risk strategies

Work independently with limited guidance while actively mentoring and developing the team

Own a complex risk intake process

Participate in and influence internal processes to unblock teams and increase delivery speed

Communicate and escalate effectively to senior leadership teams

Identify a path forward in complex situations

Identify opportunities that drive efficiencies while creating predictable controls and process paths

A day in the life

The Watch Commander must navigate global operations across diverse regulatory environments and cultural nuances, make critical decisions under pressure—often with incomplete information—and coordinate cross-functional leadership across multiple VP-level organizations. This leader shapes organizational structures, defines risk strategies, and influences enterprise-wide security programs while adapting to Amazon's rapid growth and evolving technological landscape.

About the team

The Global Security Operations Center (GSOC) supports the WWOS mission by providing 24/7/365 services to Amazon's Worldwide Operations. The GSOC provides support and timely notification to global partners regarding critical incidents that have impacted, or have the potential to impact, Life-Safety, Operations, and/or the Amazon Brand. We are Amazon's central location for critical incident management supporting worldwide operations, as well as affiliate and retail businesses. The GSOC operates across multiple global sites with coverage in 14+ languages, managing a team of Security Operations Managers, Security Area Managers, and Crisis Specialists. We are looking for an agile, adaptive, and detail-oriented leader to oversee a diverse, multi-disciplined team.