Operations Manager

Benefits: 401(k) Bonus based on performance Competitive salary Dental insurance Flexible schedule Health insurance Paid time off Vision insurance The Operations Manager (OM) is responsible for the day-to-day operational performance, compliance, and service delivery of uniformed security services — both armed and unarmed — across an assigned portfolio of accounts. The OM directly oversees Account Managers and Field Supervisors and serves as the operational liaison between field staff, Human Resources, Sales, and the General Manager. This role requires a hands‑on leader, not just an overseer, capable of making sound operational decisions within scope, enforcing accountability, and ensuring service delivery meets contractual, regulatory, and company standards. The Operations Manager is empowered to act decisively in the field and escalates broader strategic or cross‑regional matters to the General Manager. Core Responsibilities: 1. Operational Leadership & Field Execution Direct oversight of Account Managers and Field Supervisors, ensuring professional execution of duties and adherence to company standards Maintain and enforce operational KPIs across the assigned portfolio Post Fill Rate: ≥ 98% (exceptions documented and approved) Overtime: ≤ 2% of total hours worked Ensure all posts are properly staffed, trained, and operate per post orders. Support Account Managers and Supervisors in Filling callouts and shift vacancies Building and maintaining stable schedules Remain hands‑on in daily operations, stepping in when necessary to maintain service continuity. Workforce Management & Scheduling Approve time‑off requests for Field Supervisors and Account Managers within assigned scope. Oversee scheduling strategy to minimize overtime and reduce staffing gaps. Ensure proper allocation of personnel based on Licensing requirements (armed/unarmed) Client expectations Risk level of the site Human Resources Coordination & Compliance Partner with HR to ensure full compliance tracking for all assigned personnel, including Guard cards & licenses Firearms permits (armed personnel) Driver's licenses and MVR eligibility Required certifications and training Delegate routine compliance tracking to Account Managers while maintaining oversight and accountability. Provide field‑level verification and clarification to HR on employee matters not directly visible to them. Ensure all employee status changes are communicated to HR in real time via email or text for documentation. Disciplinary Authority & Employee Actions The Operations Manager has authority to issue disciplinary actions and terminations for Officers and Supervisors within the assigned portfolio. Terminations of Account Managers require coordination with the General Manager. The OM enforces a progressive discipline framework unless immediate termination is warranted due to severity. Progressive Discipline Structure Verbal Warning (documented internally) Written Warning Final Written Warning / Suspension Termination Immediate Termination Criteria (Non‑Exhaustive) Abandonment of post Gross negligence or misconduct Safety violations involving firearms or equipment Falsification of reports, timesheets, or credentials Violation of licensing or legal requirements Workplace violence or threats of bodily harm Drug/alcohol impairment on duty Termination & Documentation Requirements All termination decisions must be Communicated to HR and the General Manager by end of shift Fully documented and submitted within 48 hours Ensure immediate recovery of all company property, including Uniforms Keys / access credentials Company equipment Firearms (if applicable) Fleet & Equipment Management Ensure all field vehicles within the assigned scope are Properly maintained and serviced on schedule Clean, operational, and properly assigned Support Account Managers in enforcing vehicle accountability at their assigned sites. Firearms & Controlled Asset Accountability Maintain strict control and tracking of all firearms and related equipment issued within assigned accounts. Ensure proper documentation of Issuance and assignment Transfers between employees Storage procedures (if applicable) Ensure immediate recovery of firearms upon termination or removal from armed status. Client Relations & Escalation Management Support Account Managers in Client meetings Performance reviews Issue resolution Serve as the escalation point for operational or service issues that cannot be resolved at the Account Manager level. Escalate broader, cross‑portfolio, or strategic matters to the General Manager with clear recommendations. Sales Support & Pre‑Bid Operations Assist Sales team with pre‑bid walkthroughs as requested. Provide operational input on Staffing feasibility Wage alignment vs. labor market Scheduling structure Risk exposure and execution challenges Validate that new business within the assigned portfolio is operationally viable before contract execution. Reporting, Metrics & Financial Awareness Track and report on key operational metrics for the assigned portfolio: Overtime percentage Fill rate / staffing gaps Call‑outs and coverage trends Identify inefficiencies and implement corrective actions. Maintain awareness of labor cost vs. contract bill rates and support Account Managers in protecting account profitability. Training, Standards & Quality Control Ensure all assigned personnel are trained on: Post orders Site‑specific requirements Conduct periodic audits of: Uniform standards Report writing quality Post compliance Enforce consistency across all accounts in scope. Risk Management & Incident Oversight Oversee incidents within assigned accounts, including: Use of force Safety violations Client complaints Ensure proper documentation and reporting of all incidents. Coordinate with HR and escalate high‑risk situations to the General Manager. Key Performance Indicators (KPIs) ≥ 98% Post Coverage across assigned portfolio ≤ 2% Overtime 100% Compliance Tracking Accuracy supporting HR (delegated to Account Managers, audited by OM) 100% Timely HR Documentation Submission Zero Loss of Firearms or Controlled Equipment High Client Satisfaction & Retention within assigned accounts Leadership Expectations Lead with a hands‑on, servant leadership approach, actively engaging in daily operations. Make sound operational decisions within scope, with confidence and accountability. Maintain strong communication with Account Managers, HR, Sales, and the General Manager. Proactively identify and resolve operational challenges before they escalated. Uphold professionalism, urgency, and execution standards across all assigned teams. Qualifications Required: Minimum 5 years of progressive operations experience in the security services industry, or equivalent multi‑site operational leadership. Prior supervisory experience managing field staff and front‑line supervisors. Working knowledge of armed and unarmed guard licensing requirements and applicable state regulations. Demonstrated ability to manage scheduling, overtime control, and post coverage. Strong written and verbal communication skills, including incident reporting and client correspondence. Proficiency with scheduling, timekeeping, and reporting platforms. Valid driver's license with a clean MVR. Ability to pass background check and drug screening. Preferred: Prior P&L or account‑level cost management exposure. Active armed/firearms credentials (state‑dependent). Military, law enforcement, or corporate security background. Experience supporting sales teams with pre‑bid operational reviews. Work Environment & Scope Oversight of multi‑site operations across an assigned account portfolio. Regular field engagement, including nights and weekends as needed. On‑call availability for escalations and emergencies. Travel between client sites within assigned region. #J-18808-Ljbffr IronWatch Security