We are currently seeking an Operations Manager to join our dynamic team. This salaried position operates on a 5-day, Sunday through Thursday work schedule, and is integral to ensuring the smooth operation of our scheduling and Field Service Management (FSM) teams. Reporting directly to the Director of Operations, the Operations Manager plays a crucial role in maintaining optimal staffing levels, overseeing quality control through site audits, and ensuring our teams meet customers’ contractual requirements and the company’s performance and financial objectives.

Key Responsibilities

 Team Management: Responsible for selection, training, development and oversight of the Scheduling and FSM teams, ensuring all contracted hours are fully staffed with qualified officers while effectively managing overtime costs. Responsible for understanding the concerns, job responsibilities, training requirements for each active post as well as its location and strategically prioritizing the team’s tasks based on the most critical or urgent client or job site needs.

 Scheduling: Apply sound reasoning and train the scheduling and FSM teams to apply good judgement when determining what positions to staff first for customer satisfaction and contract compliance. Work with scheduling team to ensure adequate levels of trained workforce, manage officer schedule assignments and replacements for last minute absences. Have a full understanding of scheduling processes and systems, ensure attention to detail and accuracy when filling open shifts in order to make sound financial decisions.

Quality Control: Coordinate with the FSM team to conduct thorough site audits, address operational issues promptly, and report findings to Division Managers and the Director of Operations. Manage site inspections assignments to ensure a minimum required number of quality audits are conducted per each shift and for each job site. Conduct site audits for day shift sites with no supervisor.

Emergency Response and Coverage: Monitor, evaluate and provide guidance for the FSM team’s after-hours service oversight and response to emergencies or incidents. Schedule team members to ensure coverage for all hours outside of the regular business hours, including holidays. Fulfill all roles within the FSM team, including covering open posts when necessary.

Training and Development: Ensure the completion of job-specific security officer training and monthly company-required training for assigned groups of employees. Provide ongoing employee and client support for equipment troubleshooting and maintenance.

Technology and Process Improvement: Exhibit proficiency in operational software, including phone management and tour watch systems, serving as an administrator to optimize tool usage and process efficiency.

Inventory and Maintenance Oversight: Manage the inventory and maintenance of equipment, ensuring proper inventory levels of various items needed for continuous operations such as car jacks, air compressors, NFC tags, lock boxes, cell phone cases/chargers etc. Coordinate company vehicle and golf cart replacement or repair services, while controlling costs collaborating with the Patrol Manager and Director of Business Administration. Maintain lists of key inventories assigned to the Field Service Management team.

Desired Skills and Qualifications

• Professionalism and Goal Orientation: A driven individual who is highly professional, organized, and committed to service excellence.
• Leadership: Proven experience in managing teams, task assignments, and fostering a positive work environment.
• Technological Proficiency: Advanced understanding of operational software and systems, with the ability to administer and improve these tools effectively.
• Customer Service Experience: Strong background in customer service, with a focus on meeting and exceeding service expectations.
• Adaptability and Problem-Solving: Capable of handling multiple priorities in a fast-paced environment, with a strong problem-solving approach.
• Communication: Excellent verbal and written communication skills, ensuring clear and effective interaction with team members and management.

Requirements

• Minimum 3-5 years of experience in operations management, preferably in a security or similar service-oriented industry.
• At least 5 years of leadership/supervisory experience.
• Demonstrated ability to hire, train, motivate, and evaluate team performance as well as management of multiple units within a diverse workforce.
• Strong financial acumen, with a track record of meeting departmental financial goals.
• Availability to work a schedule that includes Sundays and some holidays and provides flexibility for emergency response or incident handling.
• High school diploma or equivalent; further education or certifications in management, security, or related fields preferred.
• Clean driving record