Operations Control Center Manager II

The Operations Control Center Manager II at Cruise is responsible for maintaining the operational integrity of the 24/7 Operations Control Center (OCC). This role involves overseeing operational challenges, managing a team of Watch Officers, and ensuring effective communication across various departments. The manager plays a crucial part in directing resources to address issues and providing insights for organizational improvements.

To be considered for the Operations Control Center Manager II role at Cruise, candidates should have a minimum of 10 years of relevant experience in operations and leadership. A graduate degree or a bachelor's degree with equivalent experience is preferred. Strong communication skills, technical proficiency, and a proven ability to manage crises are also essential.

An Operations Control Center Manager II at Cruise is responsible for overseeing daily operations and ensuring all OCC processes are understood and functioning well. The manager will communicate with stakeholders about top events, prepare daily reports, and hold regular operational status meetings. This role also requires identifying operational constraints and devising strategies to overcome disruptions.

Cruise is committed to building a diverse, equitable, and inclusive environment. In hiring for the Operations Control Center Manager II role, they actively seek applicants from all backgrounds and identities. The company values the contributions of unique individuals and provides an inclusive culture where everyone can thrive.

Cruise offers a competitive salary range for the Operations Control Center Manager II position, along with comprehensive benefits such as medical, dental, and vision coverage. Additional perks include paid time off, 401(k) matching, fertility benefits, and a flexible work policy known as CruiseFlex. These benefits support employees both professionally and personally.

Essential skills for the Operations Control Center Manager II role at Cruise include strong leadership capabilities, crisis management skills, excellent verbal and written communication abilities, and technical operational expertise. A structured and analytical approach to problem-solving, along with the ability to interact with various internal teams, is also crucial for success.

The salary range for the Operations Control Center Manager II position at Cruise is $132,700 - $195,200, depending on location, individual skills, and experience. In addition to the base salary, candidates may be offered bonuses and long-term incentives, making this a competitive compensation package.

To effectively manage operational disruptions in the Operations Control Center, I prioritize a systematic approach. I focus on immediate communication with affected departments, identify key resources, and ensure clear escalation protocols are in place. My experience has taught me to remain calm under pressure, which is crucial for directing the team toward a swift resolution.

My leadership style is collaborative and results-oriented. In an Operations Control Center setting, I believe in empowering team members by fostering open communication and sharing responsibilities. I encourage feedback and adapt strategies based on my team's insights, which leads to improved operational outcomes and a more cohesive work environment.

During a crisis, clear and timely communication is vital. I ensure that all stakeholders are informed about the situation and the actions being taken. I prefer to use a structured communication plan that includes regular updates and designated points of contact, which helps maintain transparency and confidence among the team and management.

I have over 10 years of experience in crisis management roles, where I’ve led teams through various operational challenges. I have developed robust incident response protocols that prioritize safety and efficiency, and I’m familiar with the importance of a strong command presence to reassure both employees and stakeholders during high-pressure situations.

In a previous role, I faced a sudden service outage affecting multiple markets. I quickly gathered the team, assessed the situation, and decided to redistribute resources to maintain minimal service levels. This decisive action not only resolved the issue swiftly but also reinforced our team's trust in efficient problem-solving under pressure.

To ensure alignment across departments, I prioritize regular interdepartmental meetings and clear documentation of processes. I find that fostering relationships and open lines of communication minimizes friction and misalignment, allowing us to achieve operational goals more effectively. Consistent training sessions also help keep everyone on the same page.

In managing an Operations Control Center, I rely heavily on real-time data analytics tools, incident management software, and communication platforms like Slack or Microsoft Teams. These tools enable us to monitor operations dynamically, respond promptly to issues, and collaborate effectively across different functional areas.

To keep motivation high in a 24/7 Operations Control Center, I focus on fostering a supportive culture and recognizing team achievements. Regular check-ins and providing opportunities for professional growth, such as training or mentorship programs, also contribute significantly to maintaining high performance levels among team members.

In an Operations Control Center, I prioritize metrics such as response time to incidents, uptime percentage, customer satisfaction scores, and operational efficiency rates. These metrics give us insights into our performance and areas for improvement, ensuring we deliver the best possible experience for our customers.

In onboarding new team members for the Operations Control Center, I emphasize a structured orientation process that includes shadowing experienced staff, hands-on training with our tools, and an introduction to our culture and processes. I also pair new hires with mentors to provide ongoing support and facilitate their integration into the team.