Sr. Manager, Incident Review Center

Company: Valid8 Financial, Inc.
Location: Fremont
Posted on: February 11, 2025

Job Description:

The Senior Manager of the Incident Review Center (IRC) oversees the daily operations and performance of the IRC team. This role involves supervising, reviewing, and actively participating in the daily operations and process management related to gunfire detection and alerting procedures. The Senior Manager is responsible for ensuring IRC support and report deliverables are produced and submitted on time and in line with ShotSpotter's standards. Additionally, the Senior Manager will monitor and manage the team's performance according to service level agreements, provide on-the-spot training and guidance to IRC staff, and lead the team with a service-first approach in all aspects of the role.

• Serve as subject matter expert in performing gunshot detection reviews and processes, while providing guidance, assistance, and direction to the IRC staff.
• Effectively manage and monitor team's incident review work, including staff allocation, work distribution, breaks, escalations, and completing shift hand offs and briefings.
• Measure, report, monitor and take corrective actions immediately relative to IRC KPIs and performance metrics.
• Perform employee performance management, to include assessment, reporting, discussing, and establishing performance improvement initiatives.
• Manage staff scheduling, timesheet review/approval, PTO requests, while maintaining compliance and optimize staffing levels.
• Address and resolve employee issues, conflicts and concerns, including proper escalation to management and/or HR in a timely manner.
• Demonstrate dynamic leadership via real-time awareness over staff and daily specialist duties.
• Act with urgency on behalf of our agencies during escalations (mass shooting advisories, fully automatic gunfire alerts, officer involved, etc.) ensuring attention to detail and thorough documentation in after action reports.
• Attain and demonstrate expert knowledge of and adherence to all current IRC policies, procedures and protocols.
• Promote and demonstrate a positive work environment and attitude within the IRC team and across the organization.
• Create, encourage, model and maintain a service-first culture conducive of and committed to providing the best support to our customers and coworkers alike.
• Optimize workflows to provide best service to agencies, including time management for individuals, shifts and IRC team collectively.
• Required to fill in as a reviewer when necessary.
• Socialize, engage, and represent the IRC team in cross functional meetings, assignments, and projects.
• Hire, coach, and train new hires in successful completion of ShotSpotter Academy.Minimum Qualifications:
  • Experience in law enforcement, public safety, or emergency 24/7 response roles where you've been exposed to incident management, and crisis response would be a plus.
  • 5 + years experience with managing teams in high-stakes environments, such as emergency response centers, security operations, or a similar field.
  • An associate degree or a comparable combination of experience is highly preferred.
  • Proven experience in a leadership role where you have managed a team of specialists or analysts.
  • Demonstrated ability to oversee shift schedules, manage workloads, and ensure that teams meet performance goals and KPIs.
  • Experience in conflict resolution, employee performance management, and fostering a positive work culture.
  • Strong coaching and mentoring skills, including training new and existing employees and supporting their professional development.
  • Experience working in a role that required quick decision-making and urgent response during high-stress situations.
  • Ability to assess team performance and implement corrective actions immediately where needed to maintain or improve quality standards.
  • Experience in monitoring and optimizing staff allocation, break schedules, and shift transitions to ensure compliance and smooth operations.
  • Ability to foster a service-first culture and work closely with internal teams and external clients.
  • Ability to collaborate with office manager and coordinate office-related matters, including maintenance and emergency protocols as needed.
  • Ability to act quickly and accurately in high-pressure situations, ensuring thorough documentation of actions and decisions for after-action reports.
  • Experience in adhering to and enforcing strict policies and protocols related to incident review and response.
  • Comfort with technology tools and platforms, including those related to incident review, performance reporting, and company systems or other company platforms.
  • Must be able to work onsite 4 days per week.Location: Onsite, Fremont, CA HeadquartersNote: The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
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Keywords: Valid8 Financial, Inc., Fremont , Sr. Manager, Incident Review Center, Executive , Fremont, California