Program Manager

Location: Denver, CO 80238
Employment Type: Full-Time
Salary: $80,080 per year
Schedule: Monday - Friday | 8:00 AM - 5:00 PM
Additional Availability: Nights and weekends as operational needs require
Driver's License: Required

Position Overview

Citadel Security USA is seeking an experienced Program Manager to provide senior-level leadership across assigned contracts and locations in the Denver area. This position is responsible for maintaining operational consistency, workforce readiness, contract performance, compliance, quality standards, and strong client relationships.

The Program Manager serves as a senior field leader and key connection between clients, supervisors, field personnel, and Operations/District Management. This role requires the ability to manage multiple priorities, identify service or staffing concerns, develop practical solutions, and ensure teams consistently meet established expectations.

As operations expand, this position may assume responsibility for additional contracts and support the development of subordinate supervisory personnel.

Core Responsibilities

Contract & Multi-Site Leadership

• Provide overall operational oversight for assigned contracts and locations.
• Maintain consistent service delivery across multiple posts and shifts.
• Review operational performance and identify areas requiring improvement.
• Ensure contract requirements, post orders, and company standards are consistently followed.
• Monitor potential service disruptions and take proactive steps to maintain continuity.
• Coordinate with Operations and District Management on significant operational matters.
• Establish accountability among supervisors and field personnel.

Workforce Planning & Labor Management

• Oversee staffing levels across assigned contracts and ensure required posts remain covered.
• Manage scheduling, workforce allocation, vacancies, call-offs, and coverage adjustments.
• Monitor labor utilization and assist with maintaining staffing within established budgetary expectations.
• Review overtime and other labor-related trends to identify operational concerns.
• Forecast staffing needs and coordinate recruitment efforts to maintain workforce readiness.
• Work with subordinate supervisors to resolve attendance, performance, and scheduling issues.

Licensing, Compliance & Qualifications

• Ensure assigned personnel maintain required licenses, certifications, training, and qualifications.
• Monitor guard card and other applicable regulatory requirements.
• Maintain accurate workforce qualification and compliance records.
• Identify potential compliance gaps and coordinate timely corrective actions.
• Support internal reviews, inspections, audits, and contract compliance initiatives.
• Ensure operational practices remain consistent with applicable requirements and company policies.

Client Relationship Management

• Develop and maintain professional relationships with assigned clients and key contacts.
• Serve as a senior point of contact for operational concerns and service-related issues.
• Respond proactively to client feedback and coordinate appropriate solutions.
• Conduct regular operational reviews and site visits as needed.
• Communicate service improvements, staffing plans, and corrective actions effectively.
• Build client confidence through consistent follow-through and dependable service delivery.
• Escalate complex concerns to senior leadership when appropriate.

Quality Assurance & Performance

• Evaluate service quality across assigned locations and identify performance trends.
• Conduct inspections and operational reviews to verify compliance with established standards.
• Review reports, staffing information, performance data, and other operational records.
• Identify service deficiencies and implement corrective action plans.
• Monitor completion of corrective actions and verify sustained improvement.
• Promote consistent execution of company standards across all assigned operations.

Recruitment & Workforce Development

• Partner with recruiting teams to address current and projected staffing needs.
• Participate in candidate screening, interviews, hiring recommendations, and onboarding activities.
• Support performance management and employee development initiatives.
• Mentor subordinate supervisors and help strengthen field leadership capabilities.
• Promote accountability, professionalism, retention, and career development.
• Identify high-potential employees and support development into future leadership roles.

Operational Risk Management

• Identify staffing, compliance, performance, and service-delivery risks before they become significant issues.
• Develop practical responses to operational challenges.
• Coordinate with Human Resources, Training, Recruiting, and other internal departments when specialized support is needed.
• Support emergency response and operational continuity when circumstances require senior field leadership.
• Maintain clear documentation of significant operational decisions and corrective actions.

Required Qualifications

• High school diploma or GED required.
• Minimum of 5 - 7 years of progressive supervisory or management experience in private security, law enforcement, military, or a related field.
• At least 2 years of security industry experience required.
• Must currently hold an active Denver Security Guard License or be qualified and able to obtain one. Obtaining the required license includes completion of the applicable FBI background check and fingerprinting process .
• Must successfully complete all required background screening, licensing, and fingerprinting requirements.
• Valid driver's license required.
• Must maintain a clean driving record throughout employment.
• Experience managing multiple teams, locations, contracts, or complex operational responsibilities.
• Strong understanding of contract-based service delivery and operational procedures.
• Ability to manage competing priorities in a fast-paced environment.
• Strong leadership, communication, organization, and problem-solving abilities.
• Ability to work independently while collaborating with District Managers and cross-functional departments.

Preferred Qualifications

• Associate's degree or higher in Criminal Justice, Business Administration, Management, or a related field .
• Previous experience managing multiple client contracts.
• Experience overseeing large or geographically dispersed operations.
• Workforce scheduling and staffing management experience.
• Experience with workforce management and timekeeping platforms.
• TrackTik experience strongly preferred.
• Working knowledge of state licensing requirements and guard card regulations.
• Experience with quality assurance, compliance reviews, and operational audits.
• Previous experience mentoring supervisors or developing field leadership.
• Experience managing operations involving multiple buildings, tenants, access points, or event-driven activity is preferred.

Skills & Competencies

• Multi-site operational leadership
• Contract management
• Workforce planning and scheduling
• Labor utilization and staffing control
• Client relationship management
• Quality assurance
• Compliance and credential management
• Risk identification and corrective action
• Leadership development
• Employee performance management
• Strategic planning
• Conflict resolution
• Professional communication
• Business judgment
• Operational reporting and documentation
• Cross-functional collaboration

Technology & Administrative Requirements

• Proficiency with workforce scheduling, timekeeping, and reporting systems.
• TrackTik experience strongly preferred.
• Ability to maintain accurate personnel, scheduling, licensing, and compliance records.
• Comfortable reviewing operational data and identifying trends or performance concerns.
• Ability to prepare professional reports, correspondence, and operational documentation.
• Working knowledge of standard business software and communication tools.

Leadership Expectations

The Program Manager is expected to lead by example and maintain a high standard of professionalism across assigned operations. Success in this role requires someone who can balance client expectations, workforce needs, compliance requirements, and business objectives while maintaining consistent operational performance.

The selected candidate should be comfortable making decisions, holding teams accountable, developing supervisors, communicating with senior management, and taking ownership of operational challenges from identification through resolution.

Equal Opportunity Employer
Citadel Security USA is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.