Account Manager

HAWQUE PROTECTION GROUP

JOB DESCRIPTION - ACCOUNT MANAGER

Position Title

Account Manager

Division

Operations Division

Employment Classification

Full-Time, W-2, Non-Exempt

Compensation

$22.00-$24.00 per hour

Location

HPG Buckhead Headquarters and/or assigned client site(s) - varies by account

Expected Hours

Approximately 40 hours per week

Work Arrangement

Office-Based / Client Site-Based / Multi-Site / Hybrid, based on assigned account

Position Overview

The Account Manager is responsible for the day-to-day operational health of assigned HPG client accounts and serves as a key link between clients, Site Leads, Security Guards, and Operations leadership. The role oversees scheduling and coverage, site operations, field communication, personnel accountability, report compliance, client service, and operational follow-through. Account Managers are expected to resolve routine matters within their authority, maintain accurate documentation, identify emerging risks, and escalate higher-risk issues with clear context and a recommended solution.

Key Responsibilities

• Scheduling & Coverage: Maintain schedules for assigned account(s), identify and resolve coverage gaps, coordinate available resources, communicate schedule changes, and track recurring staffing issues or patterns.
• Account & Site Oversight: Conduct regular site visits and operational follow-up, monitor open site issues, and help ensure assigned locations operate in accordance with contract requirements, HPG standards, safety expectations, and site-specific post orders.
• Guard & Site Lead Accountability: Maintain active communication with assigned Guards and Site Leads; address attendance, uniform, post-order, conduct, and performance concerns; coach and document follow-up; and elevate matters requiring formal discipline or termination review.
• Escalation & Problem Solving: Serve as the first operational contact for routine guard and site concerns. Resolve issues within delegated authority and escalate client risk, formal discipline, termination recommendations, or other higher-risk decisions with clear facts, context, and a recommended solution.
• Systems, Reporting & Documentation: Support first-level Connecteam troubleshooting; confirm correct site, department, form, and workflow assignments; monitor Daily Activity Reports and incident reports for completion and quality; and maintain timely Monday.com, email, and operational records.
• Training & Client Service: Reinforce HPG standards, support field onboarding and role training, coach personnel on communication, reporting, client service, and post orders, flag skill gaps, and maintain professional, responsive relationships with assigned clients.
• Site Transitions & Reporting Up: Support account handoffs, client and guard communications, system reassignments, documentation, and follow-up. Provide recurring updates to the reporting manager on coverage, personnel concerns, client risks, report compliance, open tasks, and operational trends.

Qualifications

• Experience in security operations, account or client service, scheduling, site coordination, or a comparable field-based service environment.
• Ability to manage multiple priorities, coverage needs, site concerns, and routine operational issues with sound judgment and consistent follow-through.
• Strong leadership, coaching, problem-solving, de-escalation, and conflict-resolution skills.
• Excellent written and verbal communication and documentation skills for working with clients, Security Guards, Site Leads, peers, and leadership.
• Working proficiency with Connecteam, Monday.com, email, and other company-designated scheduling, reporting, and communication systems, or the ability to learn them quickly.
• Ability to satisfy applicable background screening and maintain any license, credential, certification, driver qualification, or company training required for assigned duties or client locations.

Physical & Work Requirements

• Ability to conduct regular client-site visits and field oversight, including standing, walking, or patrolling for extended periods when operationally necessary.
• Ability to work in varying indoor and outdoor environments, including heat, cold, and rain, during site visits or interim field coverage.
• Ability to travel between HPG offices and assigned client locations and use computer/mobile technology for scheduling, communication, documentation, and operational systems.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

Work Schedule, Location & Availability

This is a full-time position generally scheduled for approximately 40 hours per week. Work may be performed from HPG's Buckhead headquarters and/or assigned client site(s), with specific days, hours, and location based on the assigned account and operational needs. Schedule flexibility is required, and evening, weekend, holiday, emergency-response, client-meeting, site-visit, or interim coverage work may be necessary. Account Managers must remain reachable during scheduled work hours and travel to assigned locations as needed.

Additional Compensation & Operations Leadership Perks

• On-Call Weekend Bonus: Account Managers assigned to the Operations Leadership on-call rotation are eligible for a $250 bonus for each assigned on-call weekend, currently expected approximately once per month, subject to operational needs and HPG procedures.
• Business Mileage Reimbursement: Account Managers whose regular assignment is not based at a client property may be eligible for authorized business-mileage reimbursement at the current HPG rate of $0.70 per mile. Normal commuting mileage is not reimbursable; eligibility varies by assignment and company procedures.

Benefits & Employee Programs

• Paid Time Off (PTO): Accrual of up to 80 hours annually in accordance with HPG policy and eligibility rules.
• Paid Holidays: Company-recognized paid holidays for eligible employees in accordance with HPG policy.
• 401(k) Retirement Plan: Eligibility to participate in HPG's 401(k) plan, currently without a company match, subject to plan terms.
• Medical Reimbursement Program: Eligibility to participate in HPG's Health Reimbursement Arrangement (HRA), subject to plan terms and eligibility requirements.
• Professional Development: Access to company-supported training, certification, and skills-development opportunities, as applicable.
• Recognition, Referral & Employee Support Programs: Eligibility for applicable recognition initiatives, referral programs, company events, and employee-support programs.

Employment & Role Expectations

The first 90 days in the Account Manager position are treated as an introductory/probationary period. Performance may be evaluated based on account management, scheduling and coverage execution, communication, documentation quality, responsiveness, Guard and Site Lead oversight, report compliance, client service, problem solving, escalation judgment, attendance/reliability, and overall contribution to assigned accounts.

This job description describes the general nature and level of work performed and is not an exhaustive list of all responsibilities. HPG may assign other duties reasonably related to the role or necessary to meet business, safety, staffing, contractual, or client needs. Employment with Hawque Protection Group is at will and may be ended by either the employee or HPG at any time, with or without cause or advance notice, subject to applicable law.