Asset Protection Operations Manager (CSM)

Job Description

Job Description

Primary Responsibilities

Portfolio and Site Operations

• Manage daily service delivery across assigned grocery retail locations.

• Maintain regular site presence to assess staffing, performance, service quality, and operational risk.

• Ensure sites operate in accordance with client expectations, post orders, OPS standards, and applicable security requirements.

• Identify recurring issues and partner with the Portfolio Manager on corrective action plans.

• Maintain awareness of store-specific risks, site layouts, loss prevention concerns, and local operating conditions.

Loss Prevention and Asset Protection

• Support approved loss prevention and asset protection procedures across assigned locations.

• Ensure LP officers understand expectations for observation, deterrence, authorized stops, reporting, and escalation.

• Review incident patterns, theft trends, repeat activity, store vulnerabilities, and service concerns.

• Reinforce accurate, professional documentation of all loss prevention activity.

• Partner with the Portfolio Manager to recommend improvements based on incident trends, client feedback, and LP outcomes.

Client Communication

• Maintain professional relationships with store-level contacts and assigned client stakeholders.

• Serve as a field-level contact for routine service delivery, site concerns, and operational follow-up.

• Escalate significant client concerns, service risks, or account-level issues to the Portfolio Manager.

• Provide timely, professional communication regarding site performance, staffing updates, corrective actions, and service concerns.

• Document client communication, meeting notes, action items, and follow-up activity as required.

Staff Leadership and Field Supervision

• Provide direct leadership, coaching, and accountability for assigned field personnel.

• Conduct site visits, staff check-ins, inspections, and performance reviews.

• Address attendance, conduct, appearance, reporting, post adherence, and professionalism concerns.

• Reinforce expectations related to customer service, officer presence, communication, de-escalation, and LP procedures.

• Support corrective action processes in coordination with the Portfolio Manager and Human Resources when required.

Scheduling, Payroll, Training, and Compliance

• Work with the Portfolio Manager, SOC, schedulers, OICs, and supervisors to support schedule sustainment and coverage stability.

• Monitor attendance, open posts, call-offs, tardiness, overtime, and labor variance concerns.

• Assist with timekeeping and payroll discrepancy review for assigned sites.

• Support onboarding, site-specific training, OJT, retraining, and reinforcement of post orders and reporting standards.

• Maintain working knowledge of New Jersey and New York security licensing requirements relevant to assigned operations.

Documentation and Quality Assurance

• Conduct routine site audits and document findings.

• Review incident reports, officer activity, client concerns, and site-level documentation for accuracy and completeness.

• Ensure required reports are submitted in the appropriate systems.

• Assist with SOPM, post order, and procedure reviews as needed.

• Provide regular updates to the Portfolio Manager regarding staffing, incident trends, service risks, and corrective actions.

Required Skills and Abilities

• Strong knowledge of retail loss prevention and asset protection methodology.

• Ability to manage multiple sites in a fast-paced retail security environment.

• Strong leadership, coaching, field supervision, and corrective action skills.

• Professional written and verbal communication with clients, store leadership, field personnel, and internal leadership.

• Ability to identify service risks, operational gaps, incident trends, and recurring performance issues.

• Sound judgment and discretion when handling client concerns, staff issues, incidents, and escalations.

• Strong documentation, report review, follow-up, and action planning skills.

• Proficiency with Microsoft Office and ability to learn company scheduling, reporting, and incident management systems.

• Ability to travel regularly between assigned locations and work a flexible schedule based on operational needs.

Required Qualifications

• High school diploma or GED required.

• Minimum of 5 years of experience in security, loss prevention, asset protection, retail operations, law enforcement, military leadership, or a related field.

• Minimum of 2 years of experience supervising personnel across multiple sites, teams, locations, or operational units.

• Experience supporting or managing retail security, loss prevention, asset protection, or high-volume client-facing operations.

• Valid driver’s license and reliable transportation required.

• Ability to travel throughout assigned New Jersey locations required.

• Active New Jersey SORA certification required.

Preferred Qualifications

• Associate’s or bachelor’s degree in criminal justice, security management, business administration, organizational leadership, loss prevention, or related field.

• Experience supporting grocery, retail, luxury retail, big-box retail, or other high-volume retail environments.

• Experience managing a large multi-site portfolio or significant weekly/bi-weekly service hours.

• Prior experience supervising OICs, site supervisors, LP teams, armed officers, or unarmed officers.

• Experience with incident trend analysis, theft deterrence, asset protection programs, corrective action planning, or organized retail crime awareness.

• Prior military, law enforcement, corporate security, or retail asset protection experience.

Travel and Field Requirements

This is a field-based position. The Customer Success Manager is expected to spend approximately 75% of work time visiting, auditing, and supporting assigned locations throughout New Jersey. A valid driver’s license and reliable transportation are required. A travel stipend will be provided in accordance with company policy.

Work Environment

This role operates primarily in active retail environments, client sites, and field locations. The position may require walking store locations, conducting audits, responding to incidents, attending meetings, reviewing documentation, and supporting operations outside standard business hours when required.

Schedule

This position requires schedule flexibility based on client needs, site activity, staffing conditions, and incident response requirements. Some early morning, evening, weekend, or urgent response availability may be required.

Compensation

Compensation range to be determined based on experience, qualifications, market conditions, and final position scope.