Workforce Management Manager Jobs in Puerto Rico

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The Senior Manager, Country Security Operations Center (CSOC) provides operational leadership and managerial oversight for integrated security operations at the country level, encompassing physical security monitoring, intelligence operations support, and travel security operations. Operating from a single CSOC environment, this position serves as the senior on-site leader responsible for ensuring uninterrupted 24/7/365 coverage and consistent execution of global enterprise security standards across all functional streams.

Reporting directly to the Associate Director of Corporate Security Operations, the Senior Manager exercises full operational and administrative supervision over the SOC Supervisor, and, through that structure, all SOC Operators based within the CSOC. For the Intelligence Operations Analyst and Travel Operations Analyst functions assigned to the same CSOC, the Senior Manager provides administrative oversight only, including scheduling, attendance, performance, training, professional development, and day-to-day workforce management, while preserving the technical, analytical, and functional reporting lines maintained through ESIOC, Intelligence Operations Center (IOC) leadership via an established matrixed structure. The position drives operational excellence, talent development, performance management, and continuous improvement across all CSOC functions.

As the first operational node of the enterprise ESIOC architecture, CSOC-PR serves as the operating model for future centers. The Senior Manager is accountable not only for running the center, but for documenting and standardizing how it runs so that it can be replicated consistently.

Primary Responsibilities: 

Operational Leadership

• Lead day-to-day operations of the CSOC, ensuring continuous, integrated coverage across physical security monitoring, intelligence operations, and travel security functions operating from a single operations environment
• Provide direct supervision and management of the SOC Supervisor; through this structure, ensure consistent oversight of all SOC Operators across rotational shifts and uninterrupted 24/7/365 monitoring coverage
• Provide administrative oversight of the Intelligence Operations Analyst and Travel Operations Analyst functions assigned to the CSOC, including scheduling, attendance, performance management, professional development, training compliance, and operational discipline, while preserving the technical, analytical, and functional reporting relationships maintained with ESIOC, Intelligence Operations Center (IOC) leadership
• Maintain real-time situational awareness across all CSOC functions during active incidents, crises, and elevated threat periods, regardless of which functional stream is engaged
• Serve as the senior on-site escalation authority for incidents that exceed defined thresholds or require managerial coordination across functions
   

Quality, Performance, and Governance

• Establish, monitor, and report on key performance indicators (KPIs), service-level agreements (SLAs), and operational metrics across SOC, intelligence, and travel functions
• Review and validate incident documentation, after-action reports, and operational logs for accuracy, completeness, and compliance with enterprise governance standards
• Conduct performance evaluations, coaching, recognition, and corrective action for direct reports; provide administrative performance input to IOC leadership for Intelligence and Travel analysts assigned to the CSOC, in support of the functional evaluation owned by IOC
• Support the standardization and documentation of CSOC operational practices, procedures, and performance standards to enable consistent replication across future ESIOC operational nodes
• Identify operational issues, procedural gaps, and recurring challenges, and elevate them to leadership with recommended improvements
• Enforce compliance with enterprise security policies, governance frameworks, confidentiality requirements, and applicable regulatory obligations
   

Coordination and Stakeholder Engagement

• Serve as the primary CSOC point of contact for the Associate Director of Corporate Security and senior leadership during major incidents and operational reviews
• Coordinate with ESIOC counterparts, ESIOC and Intelligence Operations Center (IOC) leadership, Executive Protection teams, country leadership, regional security partners, facilities, and external vendors
• Represent the CSOC in cross-functional committees, governance forums, and operational planning sessions
• Partner with ESIOC and IOC leadership to align administrative and technical priorities for Intelligence and Travel analysts assigned to the CSOC location, ensuring no duplication or gaps in oversight under the matrixed reporting structure
• During active incidents or elevated threat periods, operational requirements take precedence over routine administrative scheduling. Coordinate with IOC leadership to resolve the resulting scheduling, rest, or coverage impacts after the event, escalating to the Associate Director of Corporate Security Operations when a resolution cannot be reached at the site level
   

Workforce and Resource Management

• Manage shift staffing, schedules, and rotational coverage to ensure 24/7/365 uninterrupted operations
• Ensure shift scheduling, rest transitions, and workforce practices comply with applicable local labor requirements and enterprise standards for all personnel physically assigned to the CSOC, regardless of functional reporting line
• Oversee onboarding, training, certification compliance, and professional development for CSOC personnel
• Manage operational budget elements, equipment readiness, and platform-related needs in coordination with the Associate Director and supporting functions
• Ensure all personnel maintain required vetting, background screening, and access privileges for assigned systems
• Support recruitment, selection, and succession planning across the CSOC team
   

Crisis Response and Continuity

• Lead activation and coordination of crisis response protocols affecting personnel, assets, operations, and travelers within the country/region of responsibility
• Ensure proper escalation to enterprise leadership during significant or high-impact events.
• Maintain business continuity readiness for the CSOC, including contingency staffing and operational resilience plans
• Oversee structured shift handovers to ensure continuity of situational awareness and incident ownership across all functional streams

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications: 

• 5 years of progressive experience in corporate security operations, security operations centers (SOC, CSOC, RSOC, or ESIOC), intelligence operations, or comparable 24/7 operational environments
• 2 years of demonstrated supervisory or managerial experience leading security operations personnel, ideally across more than one functional discipline
• Demonstrated experience overseeing operations involving physical security monitoring, intelligence/situational awareness, and/or travel security or duty-of-care programs
• Demonstrated hands-on experience with security monitoring platforms, including AI-enabled video analytics, video management systems, access control systems, and incident management systems
• Demonstrated familiarity with intelligence and travel security operating environments sufficient to support administrative oversight of analysts assigned to the CSOC
• Proven ability to lead during high-pressure, time-sensitive, and crisis-level events, exercising sound judgment and decisive action
• Proven solid written and verbal communication skills in both English and the local language of the country where the CSOC is located, with the ability to deliver executive-level briefings and operational reporting
• Demonstrated ability to manage rotational, shift-based teams and maintain continuous operational coverage
• Demonstrated ability to operate effectively within matrixed reporting structures, including solid-line and dotted-line relationships
• Proven working knowledge of applicable local labor requirements as they relate to shift-based workforce scheduling and rest periods

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.    

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.