Security Operations Manager

Job Description

Job Description

SMI SECURITY

JOB DESCRIPTION – SECURITY OPERATIONS MANAGER

Job Title: Security Operations Manager
Department: Operations
Reports To: Senior Operations Manager
Location: Doral, Florida
Service Area: Miami-Dade County & Broward County
Employment Status: Full-Time
Compensation: $60,000 Annual Base Salary + Performance Incentive
Work Environment: 24/7 Security Operations

POSITION SUMMARY

SMI Security is seeking a seasoned and highly experienced Security Operations Manager to oversee approximately 4,000 contracted security hours across multiple client accounts throughout Miami-Dade and Broward Counties.

The Security Operations Manager is responsible for providing effective leadership and operational oversight of assigned security accounts while ensuring that contractual obligations, company policies, client expectations, staffing requirements, and performance standards are consistently maintained.

This position requires a hands-on management professional with demonstrated experience in the private security industry, personnel management, client relations, staffing, scheduling, incident response, compliance, and operational problem-solving.

The Security Operations Manager will work closely with the Senior Operations Manager, Operations Team, Night Operations Team, Dispatch, Human Resources, Recruitment, Site Supervisors, Road Captains, Security Officers, and client representatives.

Because SMI Security operates in a 24/7 environment , the selected candidate must be available to respond to significant operational matters, emergencies, staffing concerns, and client needs outside of traditional business hours when required.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Operations Management

• Provide overall operational leadership for assigned security accounts representing approximately 4,000 contracted hours.
• Ensure all contracted posts are appropriately staffed and operational requirements are consistently met.
• Conduct routine site inspections and management visits throughout Miami-Dade and Broward Counties.
• Monitor account performance and identify operational deficiencies requiring corrective action.
• Ensure compliance with SMI Security policies, procedures, client requirements, post orders, and applicable regulations.
• Maintain effective communication with the Senior Operations Manager regarding account performance and operational concerns.
• Coordinate with the Operations Team, Night Operations Team, and Dispatch to maintain continuity of service.

Personnel Management & Leadership

• Directly oversee and provide leadership to assigned security personnel, supervisors, and other operational staff.
• Establish clear performance expectations and promote accountability throughout assigned accounts.
• Monitor employee attendance, punctuality, appearance, conduct, productivity, and overall job performance.
• Address performance deficiencies in accordance with SMI Security policies and Human Resources procedures.
• Provide coaching, counseling, and performance feedback when appropriate.
• Recognize strong employee performance and encourage employee development and retention.
• Maintain professional and respectful working relationships with employees at all levels.

Staffing & Scheduling

• Maintain staffing levels necessary to fulfill contractual obligations.
• Review schedules regularly to identify vacancies, call-offs, attendance concerns, and potential coverage issues.
• Coordinate with Recruitment and Operations to fill open positions in a timely manner.
• Work with Dispatch and the Night Operations Team to coordinate emergency coverage and last-minute staffing requirements.
• Monitor scheduled and actual hours worked.
• Proactively address staffing shortages before they impact client service.
• Manage overtime responsibly while maintaining required staffing levels and service quality.

Overtime & Performance Management

• Monitor overtime across assigned accounts and take appropriate corrective action when overtime exceeds established targets.
• Maintain assigned account overtime below the company's 5% performance target whenever operationally feasible.
• Participate in the company's performance incentive program based on applicable overtime and operational performance requirements.
• Identify scheduling, staffing, attendance, and operational trends contributing to unnecessary overtime.
• Develop and implement corrective strategies to improve labor efficiency.

Client Relations

• Establish and maintain professional relationships with assigned clients, property managers, account representatives, and other stakeholders.
• Conduct regular client communication and follow-up.
• Respond professionally and promptly to client concerns.
• Investigate service-related complaints and coordinate appropriate corrective action.
• Keep clients informed regarding staffing, personnel changes, significant incidents, and operational matters as appropriate.
• Work with senior management to maintain strong client relationships and support account retention.

Incident Response & Risk Management

• Respond to significant security incidents and operational emergencies.
• Coordinate with Dispatch, supervisors, road captains, senior management, law enforcement, emergency services, and other appropriate parties when necessary.
• Ensure incidents are properly documented, investigated, and reported.
• Identify operational risks and implement appropriate mitigation measures.
• Review incident trends and recommend preventative measures.
• Ensure appropriate follow-up is completed after significant incidents.

Training & Compliance

• Ensure assigned security personnel understand and comply with company policies and client-specific post orders.
• Identify training deficiencies and coordinate appropriate remedial or supplemental training.
• Monitor required licenses, certifications, credentials, and client-specific requirements.
• Promote compliance with applicable federal, state, and local requirements governing private security operations.
• Work with Human Resources and Operations leadership regarding employee disciplinary matters and policy compliance.

Reporting & Administration

• Prepare and submit operational reports as required by SMI Security management.
• Maintain accurate documentation relating to staffing, attendance, incidents, inspections, client concerns, and employee performance.
• Monitor account hours and staffing metrics.
• Provide regular operational updates to the Senior Operations Manager.
• Participate in management meetings and operational planning sessions.
• Maintain confidentiality regarding employee, client, company, and operational information.

24/7 OPERATIONAL RESPONSIBILITIES

SMI Security provides security services around the clock. The Security Operations Manager will receive operational support from the Operations Team, Night Operations Team, and 24/7 Dispatch .

Although these resources provide ongoing support, the position requires the ability to respond to significant operational matters outside of normal business hours when necessary.

The Security Operations Manager is expected to exercise sound judgment when responding to emergencies, staffing issues, employee concerns, client requests, and other operational matters.

COMPANY-PROVIDED RESOURCES

To support the successful performance of this position, SMI Security will provide the selected candidate with:

• Company vehicle for authorized business use
• Company-issued cellular telephone
• Company-issued laptop
• Dedicated office at the SMI Security Doral headquarters
• Support from the Senior Operations Manager
• Daytime Operations Team support
• Night Operations Team support
• 24/7 Dispatch support

REQUIRED QUALIFICATIONS

The successful candidate should possess:

• Demonstrated experience in security operations management or a related security leadership position.
• Proven experience supervising security personnel and managing multiple security locations.
• Strong knowledge of private security operations, staffing, scheduling, and personnel management.
• Demonstrated ability to manage a large number of contracted hours and multiple client accounts.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Strong conflict-resolution and problem-solving abilities.
• Ability to make sound decisions in time-sensitive situations.
• Ability to maintain confidentiality and exercise appropriate discretion.
• Ability to work independently while functioning effectively within a management team.
• Ability to travel throughout Miami-Dade and Broward Counties as operationally required.
• Valid driver's license and acceptable driving history.
• Ability to operate a company vehicle responsibly.
• Proficiency with computers, email, Microsoft Office, scheduling platforms, and other business technology.
• Valid Florida Class D Security Officer License, where required for the position and assigned duties.

PREFERRED QUALIFICATIONS

• Five or more years of progressive security industry experience.
• Prior Security Operations Manager, Assistant Operations Manager, Field Operations Manager, or equivalent leadership experience.
• Experience managing multiple residential, commercial, hospitality, industrial, transportation, or high-profile security accounts.
• Experience managing 24/7 security operations.
• Bilingual English/Spanish communication skills are preferred.
• Experience managing overtime, labor budgets, staffing metrics, and account performance.
• Experience conducting employee investigations, performance counseling, and corrective action.

CORE COMPETENCIES

The successful candidate should demonstrate:

Leadership & Accountability
Ability to lead employees, establish expectations, promote accountability, and maintain professional standards.

Operational Judgment
Ability to evaluate situations quickly, prioritize operational needs, and make appropriate decisions.

Communication
Ability to communicate effectively with employees, clients, management, Dispatch, Human Resources, and other stakeholders.

Customer Service
Ability to maintain professional client relationships and respond effectively to service concerns.

Problem Solving
Ability to identify operational challenges and implement practical solutions.

Organization
Ability to manage multiple accounts, schedules, personnel issues, inspections, reports, and deadlines simultaneously.

Professionalism
Ability to represent SMI Security in a professional, ethical, and responsible manner.

COMPENSATION & BENEFITS

Base Salary: $60,000 annually

Performance Incentive: Eligible for an incentive bonus based on maintaining assigned overtime below the established 5% target , subject to applicable company performance requirements and incentive program terms.

Paid Time Off:

• Employees will accrue 4 hours of PTO per month , in accordance with company policy.
• Upon completion of one year of continuous service , the employee will be eligible for one week of paid vacation , subject to applicable company policy and eligibility requirements.

Additional Benefits May Include:

• Medical benefits
• Additional company incentive opportunities
• Company vehicle
• Company cell phone
• Company laptop
• Dedicated office
• Operational support resources

PERFORMANCE EXPECTATIONS

Performance in this position will be evaluated based on, but not limited to:

• Effective management of approximately 4,000 contracted hours.
• Maintaining appropriate staffing levels.
• Overtime management and achievement of the established 5% target.
• Client satisfaction and account retention.
• Employee performance and accountability.
• Timely response to operational issues.
• Completion of required site inspections.
• Accurate and timely reporting.
• Effective incident management.
• Compliance with company policies and client requirements.
• Overall operational efficiency and account performance.

EQUAL EMPLOYMENT OPPORTUNITY

SMI Security is committed to providing equal employment opportunities and maintaining a professional workplace based on qualifications, performance, business needs, and applicable employment laws. Employment decisions are made in accordance with company policy and applicable federal, state, and local requirements.

POSITION EXPECTATION

The Security Operations Manager is a key leadership position within SMI Security. The successful candidate will be expected to take ownership of assigned operations, maintain high professional standards, support employees, protect client relationships, control unnecessary overtime, and work collaboratively with SMI's Senior Operations Manager and Operations Team.

If you are an experienced security professional who is ready to lead a large-scale 24/7 security operation across Miami-Dade and Broward Counties, SMI Security encourages you to apply.