Area Manager

Job Description

Job Description

Benefits:

• 401(k)
• Bonus based on performance
• Company car
• Dental insurance
• Employee discounts
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Position Summary

The Area Manager is responsible for overseeing field operations, client satisfaction, staffing coverage, and enforcement of company policies across assigned accounts. This role serves as the primary liaison between clients, field staff, and leadership while ensuring all posts are staffed, compliant, and operating at a high level.

Customer Service & Client Relations

• Act as the primary point of contact for all assigned clients.
• Respond to all client concerns via phone, email, text, or in-person within 24 hours.
• Investigate and resolve issues promptly and professionally.
• Escalate unresolved matters to the General Manager when necessary.
• Maintain strong relationships to support client retention and satisfaction.

Scheduling & Staffing

• Maintain full ownership of schedule accuracy and stability.
• Ensure 100% post coverage in accordance with contracts.
• When vacancies occur, take immediate action by:
  • Standing post if required
  • Utilizing Field Supervisors
  • Contacting available flex officers
• Update schedules immediately once coverage is secured.
• Control overtime while maintaining operational effectiveness.

Discipline & HR Coordination

• Enforce all company policies, procedures, and post orders.
• Issue write-ups and disciplinary actions for violations.
• Submit all disciplinary documentation to HR within 48 hours for review prior to issuing.
• For terminations:
  • Notify HR by end of shift (via email this must me done even if verbal confirmation was given)
  • Submit all documentation within 48 hours
  • If month-end, ensure submission before the next calendar month
• Recommend removals or reassignments based on performance or client needs.

Site Visits & Field Oversight

• Conduct site visits 12 times per week per site.
• During visits:
  • Ensure proper uniform and professional appearance
  • Verify understanding of post orders
• Address deficiencies immediately, including disciplinary action up to removal if necessary.

Timekeeping, Audits & Reporting

• Perform weekly hours audits and compliance checks.
• Submit operational metrics to upper management every Monday by 5:00 PM on provided workbook.
• Ensure weekly timesheet accuracy.
• Submit bi-weekly payroll timesheets (Mondays by 1:00 PM) to the GM.
• Monitor labor hours vs. contract requirements.
• Ensure officers accept their shifts when the schedules have been published.

Additional Responsibilities

• Support onboarding, training, and development of officers.
• Assist with post order updates and site-specific requirements.
• Ensure compliance with licensing and regulatory standards.
• Conduct thorough incident follow-ups and reporting.
• Assist with new account setup, site walkthroughs, and client meetings.
• Maintain professionalism, accountability, and leadership presence in the field.

Performance Expectations (KPIs)

• Post Fill Rate: 98%
• Overtime: 2% target
• Client Response Time: 24 hours
• Schedule Accuracy: 100%
• Reporting: 100% on-time submission

Work Expectations

• Combination of field and administrative duties
• Availability for nights/weekends as needed
• Ability to operate in fast-paced, high-demand environments
• Conducting themselves in a professional manner during working hours to include virtual calls.

Summary:
The Area Manager is a hands-on operational leader responsible for ensuring client satisfaction, full staffing coverage, and strict adherence to company standards across all assigned locations. This position falls under the prevue of Operations reporting to the DOO.