Control Tower Lead Analyst - Supply Chain Security - PINKERTONR5401

Pinkerton Consulting - Austin, TX

Full-time

Onsite - Austin, TX

About the position

The Control Tower Lead Analyst - Supply Chain Security at Pinkerton will be responsible for overseeing supply chain security operations for a major global client. This role involves conducting research to understand customer needs, developing scalable services, and proactively assessing supply chain risks. The Lead Analyst will analyze program performance data, provide leadership to the Control Tower Analyst team, and ensure high-quality service delivery while fostering a customer-centric environment.

Responsibilities

• Represent Pinkerton's core values of integrity, vigilance, and excellence.
• Serve as the onsite point of contact in partnership with Pinkerton's Managing Director.
• Communicate all issues related to the client relationship with the appropriate management personnel.
• Develop operational procedures and policies.
• Ensure all services are conducted in a timely and professional manner with special attention to quality and accuracy.
• Provide leadership, ongoing communication, and guidance to the Control Tower Analyst team.
• Complete new hire training to ensure comprehension and development of skills/responsibilities.
• Update and improve training program, providing new hire and ongoing training.
• Coordinate team scheduling and employee paid time off requests.
• Tackle intriguing customer service issues and build highly scalable services.
• Partner extensively with the product teams to identify process improvement opportunities and propose the best service strategy through liaising with the Supply Chain Security (SCS) team.
• Support identification of supply chain up and down-stream problems such as risk events and report the issues before becoming threats.
• Track shipments from origin to destination and ensure receipt.
• Identify opportunities to innovate and simplify shipping processes through the completion of risk assessments and loss measurements.
• Maintain real-time knowledge of operating statuses for different shippers/transportation vendors.
• Predict and detect delays and deviations from the expected/preferred logistics plan.
• Understand contextual information for the development of shipping plan adjustments.
• Alert stakeholders when events happen that modify a shipment's plan and/or compromise the security (safety and secrecy) of devices.
• Provide data to support root cause analysis to understand supply chain risk data and relevant service delivery opportunities.
• Produce operational clarity by combining data and continually form and test hypotheses to validate data.
• Operate a risk monitoring dashboard to encourage a culture of continuous improvement within the customer environment.
• Use real-world use cases to develop and audit program documents.
• Assist in data collection for monthly and quarterly business reviews.
• Complete and maintain acceptable performance metrics including quality, productivity, and first contact resolution.
• Generate daily, weekly, monthly, quarterly, semi-annual, and annual reports as required by SCS.
• Foster a customer-centric environment which focuses on quality, productivity, and scalability of services.
• Conduct shipment loss investigations.
• Manage supply chain security projects with limited oversight.
• Conduct supply chain security audits.
• Create and continuously improve a Security Quality Assurance Program.
• Create and provide contingency planning exercises.
• All other duties, as assigned.

Requirements

• Bachelor's degree and multi-year experience within a high volume/intensity call center, security operations center, and/or crisis management/response center.
• Five or more years of international supply chain security experience.
• Tactical understanding of geo-intelligence disciplines, risk analysis, shipping support, and risk mitigation of confidential sensitive materials within a global multimodal environment.

Nice-to-haves

• Certified Protection Professional (CPP), preferred.
• Understanding of Lean Six Sigma principles, preferred.
• Knowledge of Global Positioning (GPS) monitoring platforms for high value/risk shipments.