Operations Manager (Columbus, OH - Retail Security)

Operations Manager Retail Security Account

Location: Columbus, Ohio, with travel to Cincinnati, Ohio, and other assigned locations as needed

Reports To: National Security Director

FLSA: Exempt

Salary: $75,000-$80,000 DOE

Travel Requirements: Regional travel required

Candidates must possess current Ohio Peace Officer Training Academy (OPOTA) firearms qualification documentation, including the applicable Firearms Bearer (FAB) qualification or certification documentation required for armed security employment in Ohio.

Position Summary

The Operations Manager is responsible for the day-to-day operational oversight and execution of the Event Risk security program supporting our clients retail locations throughout the Columbus market, with additional operational support in Cincinnati and other assigned areas as needed.

This position ensures that all security services are delivered consistently, professionally, and in accordance with client expectations, contractual obligations, applicable state regulations, and Event Risk policies and procedures.

The Operations Manager provides direct leadership and oversight of Site Supervisors and security personnel, ensuring appropriate staffing levels, scheduling coverage, equipment readiness, uniform compliance, employee accountability, and operational effectiveness across all assigned locations.

Working closely with the National Security Director, Human Resources, and Recruiting, the Operations Manager supports workforce planning, employee development, operational compliance, and continuous service improvement. This role serves as a key operational leader and point of accountability for maintaining a professional, reliable, and responsive security presence across the client retail account.

Key Responsibilities

• Retail Security Operations and Staffing
• Oversee daily security operations across assigned retail locations in the Columbus market and provide operational support to Cincinnati locations as required.
• Ensure all contractually required security posts and shifts are staffed with properly licensed, trained, and uniformed armed security personnel.
• Monitor staffing levels, attendance, scheduling, and post coverage to maintain consistent service delivery.
• Coordinate immediate coverage for call-offs, absences, vacancies, and unexpected operational demands.
• Partner with the Account Manager and Recruiting team to maintain a consistent pipeline of qualified security personnel.
• Identify recurring staffing challenges and implement solutions to improve attendance, retention, and schedule reliability.
• Maintain operational readiness to support changes in client requirements, staffing levels, and business needs.
• Site Supervisor Leadership and Accountability
• Directly supervise and provide leadership to all agents assigned to the client account.
• Establish clear expectations for performance, communication, accountability, and professional conduct.
• Ensure daily operations, personnel assignments, attendance, and compliance with post orders.
• Conduct regular meetings with leadership to review staffing, performance, incidents, client feedback, and operational priorities.
• Evaluate agent performance and recommend additional training, development, or corrective action when necessary.
• Promote a culture of professionalism, responsiveness, teamwork, and accountability throughout the account.
• Equipment, Uniforms, and Operational Readiness
• Maintain accountability for all program equipment, including radios, keys, access control devices, communication tools, and other issued operational assets.
• Ensure equipment is properly inventoried, maintained, functional, and distributed to authorized personnel.
• Maintain adequate uniform inventory to support new hires, replacements, and changing staffing requirements.
• Ensure all security personnel meet established uniform, grooming, identification, and appearance standards.
• Coordinate the repair, replacement, and recovery of damaged, missing, or unserviceable equipment.
• Establish and maintain procedures for equipment issuance, returns, inventory tracking, and accountability.
• Employee Relations and Human Resources Coordination
• Partner with Human Resources to address employee relations matters, performance concerns, attendance issues, and policy violations.
• Ensure disciplinary matters are documented accurately, consistently, and in accordance with company policy.
• Support employee onboarding, orientation, training verification, and completion of required documentation.
• Verify that assigned personnel maintain required Ohio security licensing, credentials, training, and other applicable qualifications.
• Identify employee performance and development needs and coordinate appropriate coaching or additional training.
• Support employee retention initiatives and reinforce company policies, workplace expectations, and standards of conduct.
• Compliance, Quality Assurance, and Risk Management
• Ensure security operations comply with the clients retail policies, contractual requirements, approved post orders, and Event Risk procedures.
• Conduct regular site visits and operational inspections throughout assigned locations to assess service quality, personnel readiness, and compliance.
• Verify that agent associates consistently follow established procedures and client expectations.
• Review incident reports for accuracy, completeness, and timely escalation to appropriate leadership.
• Identify operational risks, recurring incidents, procedural deficiencies, and opportunities to strengthen security performance.
• Support internal audits, client reviews, licensing verification, and other compliance activities.
• Ensure operational concerns are promptly addressed, and corrective actions are documented and followed through to completion.
• Client Service and Operational Communication
• Maintain consistent communication with the National Security Director regarding staffing, operational performance, personnel concerns, and emerging risks.
• Coordinate with National Security Director to ensure timely communication of significant incidents, service interruptions, and client concerns.
• Support the implementation of client feedback, operational changes, and performance improvement initiatives.
• Provide accurate operational updates, staffing reports, inspection findings, and other requested documentation.
• Maintain a professional and solutions-oriented approach when addressing client needs and operational challenges.
• Help strengthen the working relationship between Event Risk leadership, field personnel, and retail representatives.
• Regional Travel and Multi-Site Support
• Travel between Columbus, Cincinnati, and other assigned client locations as necessary to support operational requirements.
• Conduct site visits, supervisor meetings, inspections, and personnel reviews at assigned facilities.
• Provide temporary operational support during staffing shortages, leadership transitions, special assignments, or elevated business demands.
• Ensure consistent application of company standards, client requirements, and operating procedures across all assigned markets.
• Maintain flexibility to respond to urgent operational issues and changing business priorities.

Qualifications and Experience

• Active OPOTA & FAB license and have a semi-automatic weapon.
• Must be able to pass an FBI/BCI background check.
• Minimum of 35 years of security operations, field supervision, or security management experience.
• Demonstrated experience supervising personnel and coordinating daily operations in a multi-site environment.
• Experience managing staffing, scheduling, attendance, and service coverage in a fast-paced operational setting.
• Strong leadership, decision-making, conflict-resolution, and employee accountability skills.
• Excellent organizational, communication, documentation, and problem-solving abilities.
• Ability to manage competing priorities while maintaining consistent service delivery and operational standards.
• Working knowledge of security policies, post orders, incident reporting, employee performance management, and compliance procedures.
• Proficiency with scheduling systems, reporting tools, email, and standard business software.
• Valid driver's license and ability to travel between assigned locations.
• Ability to work a flexible schedule and respond to operational issues outside standard business hours when necessary.

Preferred Qualifications

• Experience supporting retail security operations, particularly in large, multi-location retail environments.
• Experience supporting major enterprise clients, grocery retailers, distribution operations, or other high-volume customer-facing environments.
• Knowledge of Ohio security licensing requirements and applicable regulatory standards.
• Experience leading and managing geographically dispersed teams.
• Experience with workforce planning, employee retention, operational inspections, and performance improvement initiatives.

Performance Expectations

The Operations Manager is expected to maintain consistent security coverage, develop effective agents, ensure personnel and equipment readiness, and uphold all client and company standards across assigned client retail locations.

Success in this role will be measured by staffing reliability, supervisory