Protective Services Operations Manager

Protective Services Operations Manager - Northern California Department: Operations Location: Santa Clara, CA Reports To: TBD Position Type: Full-Time, Exempt Job Summary: The Protective Services Operations Manager - Northern California is responsible for the hands-on management of the Company's residential security accounts and executive protection assignments throughout Northern California, with primary responsibility for the San Francisco Bay Area. This position owns day-to-day service delivery, staffing, field supervision, quality control, and client communication for the assigned portfolio. This is a working management position requiring regular field presence and direct involvement in account launches, site visits, staffing challenges, training, advances, and time-sensitive protection assignments. When management demand permits, the Manager may personally support billable executive protection assignments, advances, training, or emergency coverage. Success is measured by service quality, staffing stability, client satisfaction, field engagement, responsiveness, and financial performance. Key Responsibilities: Operational & Account Management: Manage the day-to-day performance of assigned residential security accounts and protective services operations. Maintain direct awareness of staffing, scheduling, post activity, incidents, client expectations, and open operational issues. Review schedules, overtime, callouts, and deployment practices each week to ensure reliable coverage and efficient use of personnel. Serve as the primary operational escalation point for assigned clients, site leaders, security personnel, and after-hours issues. Conduct scheduled and unannounced site visits, post inspections, and service reviews, documenting findings and corrective actions. Lead account launches, transitions, special projects, and corrective action plans in coordination with company leadership. Ad Hoc Executive Protection: Receive, plan, staff, and oversee short-notice and scheduled executive protection assignments throughout Northern California. Confirm scope, protective requirements, agent qualifications, schedules, transportation, communications, and reporting expectations before deployment. Conduct or assign advances and coordinate directly with clients, agents, vendors, venues, and local partners as required. Field Leadership & Quality Control: Maintain a consistent field presence and work directly with site leaders and agents to reinforce standards, post orders, and client expectations. Ensure post orders, emergency procedures, training records, schedules, contact rosters, and account documentation remain current. Personally assist with assignments, training, account launches, and emergency coverage when operationally necessary and appropriately qualified. Team Management & Development: Lead, coach, and hold accountable site leaders, supervisors, and security personnel assigned to the Northern California portfolio. Conduct performance evaluations, provide timely feedback, recognize strong performance, and address service or conduct concerns promptly. Coordinate required training, drills, and readiness evaluations for residential security and executive protection personnel. Partner with Human Resources on employee relations, investigations, disciplinary action, and separations when required. Recruiting & Staffing: Support recruiting, interviewing, selection, onboarding, and deployment of qualified residential security and executive protection personnel. Develop and maintain a reliable bench of vetted personnel capable of supporting planned assignments, callouts, and short-notice requests. Client Service & Communication: Maintain regular communication with each assigned client or designated representative and respond promptly to requests and concerns. Conduct periodic account reviews, track commitments, and ensure issues are resolved or escalated through the appropriate leadership channel. Identify changes in client needs, scope, or risk and communicate potential service or commercial impacts to executive leadership. Compliance & Financial Performance: Ensure assigned operations comply with company policies, client requirements, licensing standards, and applicable laws and regulations. Review incident reports, timekeeping, expenses, overtime, and other account activity for accuracy, timeliness, and operational follow-through. Monitor account performance and recommend improvements to service delivery, staffing, resource allocation, and profitability. Qualifications: Education: Bachelor's degree preferred; equivalent military, law enforcement, security, or operational leadership experience may be substituted. Experience: Minimum of 7 years of relevant security, military, law enforcement, executive protection, or residential security experience, including at least 3 years leading personnel or client accounts. Skills: Demonstrated ability to manage field operations, personnel, schedules, incidents, and multiple client priorities. Strong working knowledge of residential security and executive protection operations, including advances and assignment planning. Professional client communication, sound judgment, discretion, and the ability to handle confidential information. Ability to coach personnel, enforce standards, document performance, and resolve operational problems promptly. Strong organizational skills and proficiency with scheduling, reporting, timekeeping, and common business technology. Valid driver's license, clean driving record, and ability to obtain and maintain all licenses and certifications required for assigned duties. Work Environment: This position requires frequent travel throughout the San Francisco Bay Area and occasional travel elsewhere in Northern California. The Manager must maintain a regular field presence and be available outside normal business hours for urgent staffing needs, client matters, incidents, and time-sensitive executive protection assignments. Work may occur in residences, offices, vehicles, hotels, event venues, and other client-directed environments. The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship. #J-18808-Ljbffr