Security Manager

Security Manager

At the Rock & Roll Hall of Fame, we are dedicated to making a difference. We are an inclusive & welcoming museum that encourages creativity, embraces innovation, and creates a culture of belonging.

The Security Manager ensures exceptional customer service and a safe environment for employees, visitors, the building, and its contents. This role reports to the Director of Security and is responsible for all aspects of managing an effective, well-trained, and customer service-oriented security department. This includes developing, implementing, and administering all Rock Hall safety and security procedures to create a positive and safe experience for all of the Rock Hall's fans and staff. They exemplify the Rock Hall's Fans First philosophy.

Responsibilities and Duties

Security Leadership:

• Directs the development, implementation, management, and administration of all security activities to ensure the safe and efficient operation of the Rock Hall.
• Alongside the Director serves as liaison to coordinate activities with regulatory and investigative agencies, local and state police, the FBI, DEA, and other authorities as necessary.
• Works with HR to resolve issues, including responding to allegations involving staff and/or Rock Hall property and participating in resulting investigations, recommending appropriate action.
• Analyzes new and existing laws and regulations related to security and develops new compliance initiatives as appropriate.
• Interview, hire, and train employees in partnership with the Human Resources team and Director of Security. Provide direction and guidance to the Security staff by mentoring, cross training, and effective delegation.
• Demonstrate and encourage a strong work ethic, outstanding customer service, critical and innovative thinking, and problem solving. Sets a strong example by exhibiting and recognizing superior quality service. Ensure high levels of visitor satisfaction through Fans First service excellence initiatives.
• Listen, understand, and communicate the needs of the team and the business to make recommendations to the Director of Security to ensure voices are heard and Rock Hall initiatives are communicated clearly and with context.
• Keeps Director of Security apprised of staffing updates, including performance management and attendance matters.
• Conducts personnel performance appraisals and coaching assessments to assess training needs and build career paths for Security team. Works with staff in the development and implementation of departmental practices.
• Researches current trends in security by maintaining a strong network of peers from other cultural institutions and attending professional development conferences.
• Reviews and analyzes reports, logs, and other records/documents for clarity, completeness, and accuracy.
• Acts as a role model for Security Staff; observes and works with staff at assigned posts and provides prompt feedback and direction to staff to ensure duties and responsibilities are fulfilled.
• Develops an ongoing and comprehensive customer service, safety, and security-training program with an established minimum standard of proficiency, knowledge and skill for Rock Hall staff including CPR and emergency evacuation that includes documentation of all training conducted.
• Partners with Education, Fan Engagement, and HR for other training opportunities.

Operations:

• Manages the daily activities of the Rock Hall security department staff and oversees budget.
• Oversees security programs including crime prevention and awareness.
• Alongside the Director develops written and verbal security policies, procedures, and programs.
• Oversees daily inspections of security systems and appropriate use of security technology in the building.
• Works with outside contract security companies and Cleveland police as needed for events and concerts that will have a high volume of attendance.
• Alongside the director takes an active role in program planning, ensuring that the security is actively worked into the event logistics as an essential component.
• Works with event staff to ensure proper security measures are in place.
• Ensures security and necessary safety precautions for the day-to-day operations and events and delivers a safe and clean environment for staff and visitors.
• Actively searches for ways to maximize safety and security in the Rock Hall.
• Assist in the preparation of the annual budget. Monitors expenditures and identifies deficiencies to meet budget and expenditure goals. Confers with team to resolve procedural problems. Works with staff to obtain data required for planning department activities such as new departmental commitments, status of work in progress and problems encountered.
• Assigns or delegates responsibility of specific work or functional activities and disseminates policy to supervisory personnel.
• Oversees the scheduling of staff according to business and institutional needs and forecasted attendance.
• Approve timecards and time-off requests for all direct reports.
• Implements service recovery toolkit and de-escalation measures for front line staff.
• Reviews and communicates key internal and external messaging to onstage crew and other departments within Museum; attends weekly museum-wide operations meeting.
• Cross-trained as power-user of Rock Hall ticketing system.
• Submits daily End of Day report to fellow MODs and museum-wide operations staff.
• Prioritizes being onstage during busy days.
• Actively participates in morning Sound Check meeting with onstage staff, ensuring daily operation information & key internal messaging is relayed to staff. Conducts daily training for front line staff.

Responds to emergency situations according to procedures and emergency codes.

Duties include but may not be limited to the above.

Job Requirements & Qualifications

Education Level:

• Ability to read and demonstrate basic oral, written, mathematical and manual skills. Ability to communicate in standard English. A bachelor's degree in law enforcement or related field strongly preferred or additional equivalent experience.

Experience in Field:

• A minimum of ten (10) years of experience in a public safety setting with a minimum of five (5) years in a supervisory or management position. Demonstrated skills in working with federal, state, and local law enforcement officials required.

Work Schedule:

• Ability to work at least 40 hours per week; any shift as assigned, including evenings, weekends, and holidays. Ability to work rotating shifts and on short notice. Ability to be reachable to respond to clients' needs and requests. Ability to work additional hours as business needs demand.

Unique Expertise/Certification/Registrations:

• CPP certification highly preferred.
• Excellent interpersonal skills to deal effectively with public and media.
• Sound strategic judgment and diplomacy.
• Ability to organize and prioritize work to meet deadlines and manage multiple projects concurrently.
• Strong verbal, written and interpersonal skills.
• Problem solving and decision-making skills.
• Working knowledge of the Museum's security system.
• First-aid and CPR certified.
• Bilingual capabilities strongly preferred.
• Maintains confidentiality in all assignments.
• Ability to successfully pass a Rock and Roll Hall of Fame and Museum reference check and background investigation.
• Computer Literate: Microsoft Products.
• Ability to get along with other people.

Leadership & Emotional Intelligence Skills:

• Ability to work independently without close oversight, and as a team player who will engage productively with others at varying levels of seniority within and outside the organization.
• A professional and resourceful style; willingness to take initiative, manage multiple tasks and projects at a time; and willingness to learn.
• Thinks of the big picture and considers the impact of decisions across the institution as a whole.
• Understands implicitly how to work with different people and various working styles across the organization.
• Sets a strong example for others by initiating collaboration and working consistently in a collegial manner.
• Encourages teamwork and anticipates and removes obstacles to effective teamwork; seeks to resolve conflicts as they arise.
• Approaches others in a positive manner and builds solid long-term relationships with key stakeholders inside and outside the organization.
• Involves others in decision-making but comfortable leading; avoids impulsive decisions.
• Appropriately shares information with staff members, ensuring that they and other key contacts across the organization are kept abreast of initiatives, issues, and events internally as well as externally.
• Involves staff in various processes to share information and provide input on policies and practices; solicits ideas and opinions to help shape specific decisions or plans.

Working Conditions: