Responsibilities Job Summary: Make the safest part of anyone's day the time they spend at H-E-B. Help protect H-E-B resources - people and physical assets - in stores and on other properties. Employ skilled Partners, cutting-edge technology and strategic planning to prevent, deter and respond to violent acts against H-E-B Partners, customers and communities. Lead and manage a team of Central Station Operators that help protect our resources - people and physical assets. Key Responsibilities & Essential Functions: Supervises a team of Central Station Operators and provides coaching, training, development, and facilitates performance appraisals. Participates in the recruitment, selection, orientation, new hire onboarding and training of Central Station Operators and assists in hiring, terminations, and accountability conversations. Ensures appropriate staffing and scheduling and provides input on budget and capital projects. Drives, develops and administers certification tests. Serves as backup to the systems administrator for Central Station automation software, ODBC software for automation systems, access control system, remote programming software and call recording systems. Maintains alarm systems monitoring for all stores and non-store locations. Supports Central Station's UL certification including a yearly audit. Provides quality control checks for both alarm handling and recorded calls. Develops statistical reports to analyze alarm trends for all H-E-B locations. The responsibilities and essential functions outlined above describe the general nature and level of work assigned to this position. This is not an exhaustive list of all duties, responsibilities, and skills required. Duties and responsibilities may be modified at any time based on business needs. Employees may be required to perform other job-related tasks as requested by their supervisor, subject to reasonable accommodations. Qualifications & Key Requirements: Directly supervises and advises hourly Partners setting day-to-day objectives, assigning tasks, checking work at frequent intervals, pursuing effective processes, and maintaining schedules. Directs team to complete assignments using established guidelines, procedures, and policies. Work assignments are predetermined, limited in scope, follow established practices and procedures, and are subject to a moderate level of control and review. A portion of time is normally spent performing individual tasks related to the team/department. Erroneous decisions or failure to achieve goals may impact team/department deadlines, resources, and/or results. May recommend improvements and manage costs. Develops and administers schedules and performance requirements. Assists with managerial decisions and activities including hiring, firing, performance appraisals, and pay reviews. Work Experience: 3+ years Experience in security / Central Station or call center / alarm monitoring - Required Experience with interpreting statistical data and working with video management, fire and instruction alarms, and access control systems - Required Knowledge/Skills/Abilities: Analytical, project management, organizational, time management, negotiation, and influencing skills with ability to multi-task and a strong attention to detail - Required Interpersonal and communication skills with ability to build strong relationships with store, regional, and corporate Partners - Required Leadership skills with ability to demonstrate initiative and a willingness to take appropriate risks - Required Ability to make critical decisions with sometimes limited information - Required Ability to work with highly confidential information and pass annual background checks and random drug screens - Required Knowledge of databases - Required Education: Technical, vocational, or bachelor's degree in a relevant field of education and/or relevant work experience. - Required Licenses/Certifications: Physical Demands & Working Conditions: Function in a fast-paced, retail, office environment Travel by car or plane with overnight stays, work extended hours (may work over 40 hours per week), weekends and holidays, and rotating schedules to include overnight shifts (mandatory) Manage multiple hours of computer work daily, sit for extended periods and accurately key information into data system The work environment characteristics described here are representative of those a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Last revised: 5/26/2025 LPSEC3232