170+ Years Strong. Industry Leader. Global Impact.
At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our family of industry subject matter experts.

The Control Tower Lead Analyst, assigned to one of Pinkerton's largest global clients, will serve as part of a diverse team within the centralized hub of prototype supply chain support. As a member of this team, the Lead provides guidance to the Analyst team, ensures shipment tracking, eliminate loss, reduce friction, and communicate effective solutions regarding supply chain security issues. The scope of this position will include research into customers’ needs and seek opportunities for innovation.

• 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, on-going communication, and guidance to the Control Tower Analyst team.
• Complete new hire training to ensure comprehension and development of skills/responsibilities.
• 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 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, conduct risk assessments, and loss measurements.
• Possess real time knowledge of operating status of different shippers/transportation vendors.
• Predict and detect delays/deviations from the expected/preferred logistics plan.
• Understand contextual information for developing/enabling shipping plan adjustments.
• Alert stakeholders when events happen that modify a shipment’s plan and/or compromises 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 combing data and anecdotes and continually form and test hypothesis to validate data.
• Operate a risk monitoring dashboard to create a culture of continuous improvement within a customer business unit.
• Use real-world use cases to audit/develop program documents.
• Complete and maintain acceptable performance metrics including; quality, productivity, and first contact resolution.
• Generate daily, weekly, monthly, and annual reports/metrics, as required.
• Foster customer-centric environment which focuses on quality, productivity, and scalability of services.
• All other duties, as assigned.

Bachelor’s degree and multi-year experience within a high volume/intensity call center, security operations center, and/or crisis management/response center plus five 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 is necessary.

• Able to effectively communicate ideas with influence across the organization.
• Advanced report writing skills.
• Positive and professional demeanor.
• Able to appropriately handle highly sensitive information.
• Willingness to volunteer and assist, as needed.
• Effective reasoning and complex data interpretation skills.
• Able to manage ambiguity while proactively problem solving.
• Positive team player that models mindfulness and inclusivity.
• Sound judgement regarding the escalation of issues requiring senior-level management support and response.
• Confident while performing within high-intensity, dynamic situations.
• Able to adjust to competing priorities and reprioritize according to situation or client expectations.
• Client orientated and results driven.
• Able to forge relationships across multi-functional teams and stakeholders.
• Computer skills; Microsoft Office and other client-based programs.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting.
• Able to work off-hours, weekends, or alternate hours in order to support 24/7/365 global business needs.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.