Command Center Operator Jobs in Massachusetts (NOW HIRING)

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

The GSOC Lead Analyst serves as a senior operational resource responsible for advanced monitoring, analysis, and coordination of security and life-safety events that may impact company personnel, facilities, assets, and global operations. This role provides elevated incident leadership, subject-matter expertise, and cross-functional communication support while performing GSOC Operator duties as needed.
The Lead Analyst operates within a fast-paced, technology-driven environment utilizing crisis intelligence platforms, situational awareness tools, approved open-source resources, access control systems, and video technologies. The position collaborates closely with Loss Prevention Operations, Retail, Facilities Information Technology teams, and other business partners. The Lead Analyst is a member of the Emergency Response Team when on duty and participates in on-call rotation as required.

MAJOR ACCOUNTABILITIES:

Provide shift-level operational leadership, serving as the senior resource for incident coordination and decision support without direct supervisory authority.

Serve as acting operational lead in the absence of GSOC Supervisor and Manager, supporting continuity, coverage gaps, and time-sensitive decisions as directed by GSOC leadership.

Lead the lifecycle of major incidents, including detection, triage, coordination, communication, and post-incident documentation.

Ensure adherence to GSOC SOPs, escalation matrices, and reporting standards, identifying gaps, and recommending improvements.

Function as operational liaison for cross-functional partners such as HR, Legal, Corporate Communications, Information Technology teams, and Global Retail during critical events.

Produce and deliver high-quality critical incident communications, ensuring accuracy, clarity, and timely escalation to leadership and emergency services.

Conduct advanced intelligence assessments on global risks, including geopolitical, criminal, and natural hazards, and provide actionable insights.

Monitor and report on GSOC technology performance, system health, and platform functionality; escalate issues to vendors or Technology teams as appropriate.

Contribute to the development and delivery of training materials, readiness exercises, and skill-building initiatives for GSOC personnel.

Support a culture of preparedness, resiliency, and continuous improvement across all shifts.

Perform quality assurance reviews for incident documentation, intelligence products, and mass notifications.

Participate in after-action reviews and maintain documentation for compliance and regulatory alignment.

Support project-based work related to technology upgrades, program enhancements, and operational initiatives.

Perform other duties as assigned.

REQUIREMENTS FOR SUCCESS

Required bachelor's degree in criminal justice, emergency management, security management, or related field. Advanced degree preferred.

4+ years of progressive experience in security operations, emergency management operations, GSOC, dispatch/command center, or a comparable 24/7 operational environment.

2+ years of experience providing operational leadership or acting as a senior resource within a control center environment.

Expert knowledge of incident management, critical event communications, and enterprise security technologies.

Experience with KPIs, dashboards, analytics reporting, and operational performance summaries.

Advanced threat intelligence, geopolitical risk, and crisis management capabilities.

Experience with travel risk management.

Strong project coordination skills and experience supporting system upgrades or process redesign.

Strong interpersonal and communication skills, with the ability to engage effectively with senior leadership.

Proven ability to manage high-pressure, fast-moving situations with sound judgment.

Proficiency with Microsoft 365 and collaboration tools.

Ability to work different shifts (including nights/weekends/holidays) in a 24/7 environment.

Participate in the on-call roster and the Emergency Response Team.

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran, or any other protected status.