Operations Manager

• Field Supervisors (as needed)
• Set clear expectations, KPIs, and accountability standards
• Conduct performance reviews and provide ongoing coaching
• Build a strong leadership pipeline and succession plan

• Drive portfolio-wide TQS performance and consistency
• Analyze trends in:
• Audit scores
• Incident reports
• Client feedback
• Implement standardized operational processes and best practices
• Lead recovery plans for underperforming sites or accounts

• Oversee staffing strategy across all assigned accounts, including:
• Coverage planning
• Workforce allocation
• Overtime management
• Ensure near-perfect post coverage and staffing reliability
• Partner with recruiting and HR to:
• Maintain staffing pipelines
• Improve retention and reduce turnover
• Develop scalable staffing models for growth

• Provide executive-level oversight during major incidents, including:
• Emergencies
• Security threats
• High-liability situations
• Guide response strategy, communication, and documentation
• Ensure proper escalation and alignment with Account Management
• Maintain operational control during crisis situations

• Ensure seamless coordination between:
• Operations (execution)
• Account Management (client-facing strategy)
• Align priorities, expectations, and communication across departments
• Participate in strategic planning and business reviews

• Identify inefficiencies and implement improvements across operations
• Standardize processes related to:
• Scheduling
• Reporting
• Field supervision
• Leverage technology and reporting systems to improve performance
• Drive scalability and operational excellence

The Senior Operations Manager is responsible for elevating TQS across the organization:

• Reliability: Portfolio-wide staffing excellence with no systemic failures
• Consistency: Uniform execution across all sites and teams
• Professionalism: Elevated standards across all field personnel
• Hospitality: Consistent, high-level client and tenant experience
• Proactive Security: Data-driven risk identification and mitigation

• Multi-site operational leadership
• Leadership of leaders (managing managers)
• Workforce planning and resource allocation
• Crisis management and decision-making
• Strategic thinking and process improvement

• Strong leadership presence
• High accountability at scale
• Decisive and composed under pressure
• Ability to influence and align teams
• Results-driven and proactive

• Portfolio post coverage rate (goal: ~100%)
• TQS performance across all sites
• Overtime and labor cost efficiency
• Operations Manager and Field Supervisor performance
• Reduction in systemic operational issues

• 5–8+ years of experience in:
• Security operations
• Multi-site or regional management
• Proven experience managing:
• Multiple teams or managers
• Complex operations

• Contract security leadership experience
• Strong background in workforce planning and scheduling
• Experience with operational systems and reporting tools

• Hybrid role:
• Field (multi-site oversight)
• Office / remote work
• Requires:
• Frequent travel
• On-call availability for escalations

This role develops into:

• Director of Operations

Development focus areas:

• P&L ownership
• Organizational leadership
• Strategic growth and expansion
• Executive decision-making

• Operations run smoothly and consistently across all sites
• Operations Managers and Field Supervisors perform at a high level
• Staffing is reliable, efficient, and scalable
• Issues are resolved proactively and rarely escalate
• Strong alignment exists between Operations and Account Management
• Service delivery consistently meets or exceeds TQS standards at scale

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