Job Posting: Operations Support Manager
Department: Security Operations
Position Type: Full-Time
Travel Requirements: 40% or more, as business needs require
Salary: $65,000 to $70,000, depending on experience
Position Summary
The Operations Support Manager is responsible for identifying and meeting the needs of assigned clients through exceptional customer service, operational leadership, and shared services support. This role ensures the consistent delivery of high-quality, operationally excellent security services while maintaining client satisfaction, employee engagement, contractual compliance, and financial performance.
The Operations Support Manager provides leadership and oversight to site management teams and coordinators across multiple locations, ensuring adequate staffing, effective scheduling, regulatory compliance, and adherence to client expectations and company policies. This individual serves as a key liaison between clients, security personnel, and senior operations leadership to drive continuous improvement and operational success.
Key Responsibilities
Client Relations and Service Excellence
- Serve as the primary point of contact for assigned clients, ensuring the consistent delivery of high-quality security services.
- Maintain professional, responsive communication with client management and address concerns promptly and effectively.
- Evaluate service quality, identify performance gaps, and implement timely corrective actions.
- Participate in client initiatives, programs, and monthly conference calls with local and regional leadership.
- Conduct regular client visits and facility audits based on client requirements and operational needs.
- Coordinate with third-party client contractors to ensure compliance with client post orders, procedures, and service expectations.
Operational Leadership and Performance Management
- Lead and support site managers and coordinators to ensure client requirements, contractual obligations, and key performance indicators (KPIs) are consistently met.
- Balance continuous process improvement, client satisfaction, officer engagement, and financial objectives.
- Ensure all assigned locations are staffed with qualified security officers who meet client requirements and expectations.
- Monitor operational performance, identify trends, and implement best practices to improve service delivery.
- Communicate weekly with the Senior Director of Operations and local client management regarding operational performance, emerging trends, and internal or external client concerns.
- Follow up on site-level issues, verify the effectiveness of corrective actions, and ensure ongoing compliance with company and client standards.
Workforce Management and Scheduling
- Develop, coordinate, and maintain staffing schedules to meet client requirements and operational demands.
- Validate schedules in accordance with company policies and procedures to support accurate payroll processing and minimize unnecessary overtime.
- Ensure staffing levels and officer qualifications align with contractual obligations and client expectations.
- Create, implement, and track off-duty officer training in accordance with established guidelines.
Compliance, Training, and Reporting
- Ensure compliance with company HR policies and procedures related to recruiting, hiring, performance coaching, and employee terminations.
- Maintain compliance with applicable local and state security officer licensing requirements.
- Update and maintain national and local Standard Operating Procedures (SOPs).
- Prepare and present reports, training materials, operational reviews, KPIs, and audit results at scheduled meetings or as requested by clients.
- Conduct facility audits and operational reviews to verify compliance with contractual requirements, established procedures, and service standards.
- Perform additional duties consistent with the position's scope and operational needs.
Required Qualifications
Education and Experience
- Bachelor's degree preferred; relevant professional experience may be considered in lieu of a degree.
- Minimum of five (5) years of physical security experience.
- Experience managing operations encompassing 5,500 or more hours per week (HPW) across multiple regions.
- Minimum of five (5) years of supervisory or management experience.
- Ability to successfully pass a comprehensive background check, including a motor vehicle record (MVR) check.
- Ability to complete drug screening to the extent permitted by applicable law.
Knowledge, Skills, and Abilities
- Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Strong leadership, organizational, and time-management skills, with the ability to prioritize competing demands and meet deadlines.
- Demonstrated customer service skills and the ability to resolve client concerns professionally and effectively.
- Excellent verbal and written communication skills, including the ability to prepare clear, concise reports and operational documentation.
- Strong attention to detail and the ability to manage multiple projects, assignments, and priorities simultaneously.
- Ability to organize workflows, coordinate resources, and maintain accountability across multiple locations.
- Professional demeanor, sound judgment, discretion, and the ability to make independent decisions.
- Ability to work effectively under pressure and adapt to changing operational demands.
- Strong interpersonal skills and the ability to collaborate with employees, clients, contractors, and senior leadership.
- A proactive, energetic, and results-oriented approach to problem-solving and continuous improvement.
Preferred Qualifications
- Experience using Smartsheet for project coordination, scheduling, tracking, or operational reporting.
Travel, Schedule, and Work Environment
- Requires approximately 40% travel, which may increase based on business needs.
- May require work beyond a standard 40-hour workweek to support client and operational requirements.
- Requires frequent communication, active listening, observation, and interaction with clients and team members.
- Work is primarily performed in office, client-site, and security operations environments and involves extended periods of sitting.
- Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
Equal Opportunity and Accommodation Statement
The qualifications and responsibilities listed above represent the general requirements of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. All employment requirements and screening procedures will be administered in accordance with applicable laws.
Why Join Our Team?
Join a team committed to operational excellence, strong client partnerships, professional leadership, and the delivery of reliable, high-quality security services. As Operations Support Manager, you will play a critical role in strengthening client relationships, developing site leadership, and driving consistent performance across multiple regions.