Operations Manager

Job Description

Job Description

HAWQUE PROTECTION GROUP

JOB REQUISITION — OPERATIONS MANAGER

Position Title

Operations Manager

Division

Operations Division

Employment Classification

Full-Time, W-2, Non-Exempt

Compensation

$25.00-$27.00 per hour

Reports To

Patrick Kane, Chief Operating Officer

Direct Reports

Account Managers (5)

Location

HPG Buckhead Headquarters and assigned client site(s) — multi-site field leadership

Expected Hours

Approximately 40 hours per week; schedule flexibility required

Work Arrangement

Office-Based / Client Site-Based / Multi-Site / Field-Based

Position Overview

The Operations Manager is the first level of management over the Account Manager team and reports directly to the Chief Operating Officer. The role is responsible for translating HPG operational standards into consistent field execution across all accounts, with direct accountability for Account Manager performance, guard standards, client relationships, staffing stability, report compliance, and operational follow-through.

This is a field-forward leadership role. The Operations Manager is expected to be regularly present with clients, Account Managers, Site Leaders, and Security Guards across shifts and locations rather than managing solely through systems or reports. The role is expected to verify conditions firsthand, coach performance in real time, resolve recurring operational issues, and escalate contract or service risks to the COO without delay.

Key Responsibilities

1. Account Manager Management & Accountability

• Directly manage and hold accountable all five Account Managers.
• Confirm Account Managers are actively engaged with their guards and sites, not simply logging tasks or reporting activity.
• Conduct formal performance reviews for each Account Manager and maintain clear performance expectations.
• Exercise disciplinary authority over Account Managers within delegated authority and in coordination with senior leadership as appropriate.
• Review recurring performance patterns, including missed inspections, weak reporting, incomplete follow-through, or avoided coaching conversations, and determine corrective action.

2. Guard Culture, Discipline & Field Presence

• Conduct regular, unannounced site visits across shifts and client locations.
• Verify uniform standards, patrol completion, post-order compliance, licensing, credentials, and field conduct directly rather than relying solely on Account Manager reporting.
• Coach Security Guards and Site Leaders directly when standards slip and ensure corrective expectations are documented and followed through.
• Own guard disciplinary authority in coordination with the relevant Account Manager and work with People & Talent on formal disciplinary processes.
• Own guard-level hiring decisions.

3. Client Relationships & Daily Engagement

• Build and maintain the operating relationship with each client and own client relationship management across HPG accounts.
• Maintain recurring client presence and communication, not only during escalations or service issues.
• Identify and resolve client concerns before they become service failures.
• Support Account Managers in client meetings and review sensitive or high-impact client communication before it is sent.
• Escalate immediately to the COO any issue involving contract risk, a client threat to cancel, or a formal service-failure complaint.

4. Report & Compliance Oversight

• Review trends in Daily Activity Report (DAR) and incident report completion, timeliness, and quality.
• Determine corrective action for Account Managers or guards with repeated reporting or documentation failures.
• Confirm reporting quality reflects what is actually occurring at the site, not simply whether a report was submitted.

5. Training & Standards

• Implement Account Manager and guard training standards across the field.
• Provide operational input into standards and procedures established by the COO.
• Build and maintain training checklists and support Site Leader development.
• Identify skill gaps across Account Manager and guard teams and flag trends to the COO for standards or training adjustments.

6. Staffing & Coverage

• Resolve staffing and uncovered-post issues that Account Managers cannot resolve within their normal authority.
• Review recurring coverage problems by site or guard and determine systemic fixes rather than relying on repeated short-term solutions.
• Review and confirm Account Manager schedules weekly.
• Ensure no overtime is authorized without prior sign-off from the COO.

7. Policy & Systems

• Provide operational input into policy; final policy approval remains with the COO.
• Run a continuous Monday.com review cycle by identifying open items, directing Account Manager follow-up, and confirming resolution.
• Approve site transition plans and receive Account Manager follow-up reporting after transitions.
• Submit a weekly operational summary to the COO covering risks, trends, unresolved items, staffing concerns, client issues, and key follow-up needs.

8. Hiring Involvement

• Participate in the interview process for new Account Manager hires.
• Recognize that final sign-off on Account Manager hires rests with the COO and CEO.
• Own guard-level hiring decisions and ensure hiring choices support coverage, site fit, performance expectations, and client needs.

Qualifications & Candidate Profile

• Experience leading security operations, multi-site field operations, account management, client service, or a comparable service-based operation.
• Demonstrated experience managing managers or frontline leaders and holding others accountable for measurable operational expectations.
• Strong judgment in performance management, coaching, discipline, staffing, escalation, and client-risk situations.
• Excellent written and verbal communication, including clear documentation, corrective direction, client communication, and executive-level operational summaries.
• Working proficiency with Monday.com, Connecteam, email, mobile communication tools, and other company-designated operational 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, inspections, or operational response.
• 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.