Global Security Operations Center Operator

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 Operator supports 24/7/365 monitoring, triage, and response to security and life-safety events that may impact company personnel, facilities, assets, and operations worldwide. This role executes established procedures for routine alarms and incidents, maintains accurate documentation, and escalates events based on defined severity and escalation criteria.

*** We are hiring for 5 positions on different schedules. Details to be discussed during interviews.

MAJOR ACCOUNTABILITIES:

• Monitor security and life-safety event queues (video monitoring, access control events, intrusion/fire notifications where integrated) and initiate first-response actions per SOP.
• Triage and verify alarms/incidents by validating key facts, classifying events, and applying escalation criteria.
• Execute routine response actions such as contacting site points-of-contact, coordinating service dispatch requests (as authorized), and documenting outcomes.
• Maintain complete and timely incident documentation, including event timelines, actions taken, communications, and disposition in the incident management system and shift log.
• Support situational awareness monitoring for disruptive events (weather, geopolitical developments, criminal activity, transportation disruptions) and route potential impacts to the on-duty shift lead.
• Support travel risk monitoring by routing time-sensitive traveler alerts and exposure indicators to the on-duty shift lead per procedure.
• Perform routine system health checks and report outages or degradations to the appropriate support teams; track issues to resolution during the shift.
• Conduct effective shift handoffs to ensure continuity of operations and awareness of open incidents and system issues.

REQUIREMENTS FOR SUCCESS:

• High school diploma required; Associate’s or Bachelor’s degree preferred.
• 2-4 years of experience in security operations, alarm monitoring, dispatch/emergency communications, or similar roles in a 24/7 environment.
• Working knowledge of physical security and life-safety concepts and strong documentation discipline.
• Experience with access control, video, and alarm monitoring platforms and tools.
• ·Strong interpersonal and communication skills; ability to remain calm and professional in high-pressure situations.
• Proficiency with Microsoft 365 and collaboration tools.
• Ability to work different shifts (including nights/weekends/holidays) in a 24/7 environment.
• Successful completion of pre-hire background screening.

Boston, MA Headquarters - (NB) Only Pay Range: $25.15 - $31.45 - $37.75 Hourly (actual base pay varying based upon, but not limited to, relevant experience, time in role, internal equity, geographic location, and more.)

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.