Director of Operations

Company Overview Elevate your security career with Allied Universal® Enhanced Protection Services, a global leader in security and threat mitigation. We specialize in risk consulting, executive protection, intelligence, investigations, and emergency response, offering exciting career opportunities for professionals passionate about security and safety. Join our innovative team committed to excellence in the security industry and make a meaningful impact. Explore key roles, such as executive protection agents, intelligence analysts, armed security operatives, x‑ray screeners, and security consultants. Travel expectation 25% Nationwide Salary Range $70,000-$85,000 + 20% bonus Responsibilities Manage a team of operators to ensure all client requests are secured and processed per standard protocol and meet the expectations Ensure client satisfaction and respond to any and all customer issues/concerns in a timely manner Report on the metrics of the ERC team to include fill times, fill rates, cancellations, work order accuracy, volume of requests and misses in coverage Maintain site coverage at all times; track requests to ensure site coverage; respond to emergency situations, call‑offs, and absences to ensure that client sites have coverage; act as call in center for remote posts Ensure that accurate timekeeping, payroll, and billing data is posted in automated payroll and billing system; verify billing and payroll reports and ensure that responsible supervisors or managers correct discrepancies; interface with accounts receivable and payroll departments to make corrections as necessary Hold margins at or above 23% and payroll/billing accuracy to 98% or better in accordance with company standards; track and report margin and current payroll/billing accuracy to senior management on a weekly basis Maintain current knowledge of client contracts and requirements Provide phone and email monitoring for emergency security related services Oversee the dispatching of unarmed, armed and Law Enforcement officers throughout the country in emergency situations Review capabilities for regional and worldwide monitoring; prepare and manage implementation of new technologies as needed Responsible for completing and maintaining documentation on requests from the beginning of the request from the client through the end of the process which includes providing pertinent information to our accounting staff for pay and bill purposes Coordinate scheduling changes with Operations Managers, Active Law Enforcement, and subcontractors; serve as a liaison with clients and Operations Management, Active Law Enforcement, and subcontractors in resolving scheduling, training, billing, and payroll challenges Ensure that adequate operator staffing is in place to field all requests for service 365 days per year Coordinate the removal of subcontractors from posts based on client complaints, attendance problems or other performance issues; advises management of any staffing problems that may arise On call 24/7 for staff and client support Performs tasks and duties of a similar nature and scope as required for assigned office Qualifications Must possess one or more of the following: Bachelor's degree in Business, Criminal Justice, or related field of study Associate's degree in Business, Criminal Justice, or related field of study with a minimum of seven (7) years of professional‑level security management experience High School diploma or equivalent with a minimum of ten (10) years of professional‑level security management experience Minimum of five (5) years of professional‑level security management experience Experience in management of high volume, multi‑faced service team Proficient in Microsoft applications (Outlook, Word, Excel, Power Point) Understanding of emergency security operations Demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines Ability to maintain professional composure when dealing with unusual circumstances; ability to multitask with strong attention to detail Demonstrated knowledge of mathematical concepts including computation of rates, ratios, percentages, averages, and reconciliation Demonstration of strong customer service orientation required, with ability to effectively resolve client issues in a professional and service‑focused manner Ability to understand and provide instructions in written, oral, diagrammatic, or schedule form; ability to write logs and reports Planning, organizing, and leadership skills Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures Preferred Qualifications Proficient in using Smartsheets application Benefits Medical, dental, vision, basic life, AD&D, and disability insurance Enrollment in our company's 401(k) plan, subject to eligibility requirements Eight paid holidays annually, five sick days, and four personal days Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law. Equal Opportunity Employer Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: #J-18808-Ljbffr Allied Universal