Escalations Associate Manager Jobs (NOW HIRING)

The Associate Manager, Asset Protection Bridge leads a team of Analysts responsible for delivering centralized Asset Protection operational support and services to stores and business partners across the United States and Canada. As a frontline leader within the Asset Protection Bridge, the company's centralized Asset Protection operations center, this role is responsible for ensuring timely incident response, issue resolution, communications, and operational support that enable safe and secure store environments.This position requires strong people leadership, operational decision-making, customer service excellence, and the ability to manage complex situations in a fast-paced environment. The successful candidate will develop a high-performing team, leverage data to improve service delivery, and partner effectively with field Asset Protection teams, stores, and cross-functional business partners.

The Associate Manager, Asset Protection Bridge oversees a team of Analysts responsible for supporting stores, Asset Protection teams, and business partners through centralized Asset Protection services and operational support. This role helps ensure the Asset Protection Bridge operates efficiently while delivering a consistent, high-quality customer experience.

The successful candidate will balance day-to-day operational oversight with continuous improvement efforts, team development, and stakeholder partnership.

• Lead a team of Asset Protection Bridge Analysts responsible for providing centralized support, incident coordination, communications, and issue resolution for stores and field Asset Protection teams.
• Manage daily operations within the Asset Protection Bridge, ensuring service levels, response times, and quality standards are consistently achieved.
• Provide guidance and decision-making support for escalated incidents, operational issues, and complex situations requiring cross-functional coordination.
• Coach, develop, and engage team members to build a high-performing, customer-focused culture.
• Deliver results through sound judgment, effective problem-solving, and a commitment to operational excellence and customer satisfaction.
• Monitor operational performance and leverage data, metrics, and customer feedback to identify trends, improve processes, and enhance service delivery.
• Support the implementation of new services, technologies, workflows, and operational initiatives within the Asset Protection Bridge.
• Build strong working relationships with field Asset Protection leaders, Store Operations, corporate partners, and external stakeholders.
• Communicate process updates, operational changes, and critical information clearly and effectively to team members and stakeholders.
• Support change management efforts by ensuring team readiness, training, and adoption of new processes and tools.
• Ensure compliance with company policies, procedures, confidentiality requirements, and standards related to personally identifiable information (PII) and document management.
• Support physical security operations at the Albuquerque GBS campus as business needs require.
• Participate in after-hours escalations and operational support as necessary to maintain continuity of service.

• Ability to work a flexible or rotating schedule as business needs require.
• Strong understanding of Asset Protection operations, policies, and procedures, or the ability to quickly learn and apply them.
• Prior leadership experience managing teams in an operations, security, customer support, or service delivery environment.
• Demonstrated ability to manage escalations, de-escalate challenging situations, and make effective decisions under pressure and with limited information.
• Experience leveraging operational data and analytics to improve performance, identify opportunities, and drive process improvements.
• Proven ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Strong customer service orientation with a focus on delivering positive outcomes and building trust with internal customers.
• Experience collaborating across diverse, cross-functional teams and influencing stakeholders without direct authority.
• Proficiency with Microsoft Office Suite and the ability to navigate multiple systems and technologies simultaneously.
• Experience with Smartsheet or other workflow and project management platforms preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills, accountability, and follow-through.
• Growth mindset with a passion for continuous improvement, operational excellence, and team development.