Operations Manager

Department: Operations
Reports To: Director of Operations / General Manager
FLSA Status: Exempt

Position Summary

The Senior Operations Manager (SOM) is responsible for strategic oversight, operational excellence, and leadership of multiple accounts and field teams across a region or portfolio.

This role operates at a high level, ensuring that all operations are scalable, efficient, and consistently aligned with TQS (Total Quality Service) standards. The SOM leads Operations Managers and Field Supervisors, drives staffing strategy, operational consistency, and performance improvement, and serves as the senior operational authority during escalations and critical incidents.

Tier Structure Context

• Field Supervisor (Tier 1): Execution & Field Oversight
• Operations Manager (Tier 2): Operational Ownership & Coordination
• Senior Operations Manager (Tier 3): Strategy & Multi-Site Leadership

Core Responsibilities

1. Regional Operational Leadership & Oversight

• Oversee multiple accounts, sites, and operational teams across a defined region or portfolio
• Ensure all operations meet:

• Client expectations
• Company standards
• TQS performance benchmarks

• Maintain consistent service delivery at scale
• Act as the senior escalation point for complex operational issues

2. Leadership of Operations Managers & Field Supervisors

• Directly manage and develop:

• Operations Managers (Tier 2)
• Field Supervisors (as needed)

• Set clear expectations, KPIs, and accountability standards
• Conduct performance reviews and provide ongoing coaching
• Build a strong leadership pipeline and succession plan

3. TQS Performance Strategy & Standardization

• Drive portfolio-wide TQS performance and consistency
• Analyze trends in:

• Audit scores
• Incident reports
• Client feedback

• Implement standardized operational processes and best practices
• Lead recovery plans for underperforming sites or accounts

4. Workforce Strategy & Staffing Optimization

• Oversee staffing strategy across all assigned accounts, including:

• Coverage planning
• Workforce allocation
• Overtime management

• Ensure near-perfect post coverage and staffing reliability
• Partner with recruiting and HR to:

• Maintain staffing pipelines
• Improve retention and reduce turnover

• Develop scalable staffing models for growth

5. Incident Command & Risk Management

• Provide executive-level oversight during major incidents, including:

• Emergencies
• Security threats
• High-liability situations

• Guide response strategy, communication, and documentation
• Ensure proper escalation and alignment with Account Management
• Maintain operational control during crisis situations

6. Cross-Functional Alignment

• Ensure seamless coordination between:

• Operations (execution)
• Account Management (client-facing strategy)

• Align priorities, expectations, and communication across departments
• Participate in strategic planning and business reviews

7. Operational Efficiency & Process Improvement

• Identify inefficiencies and implement improvements across operations
• Standardize processes related to:

• Scheduling
• Reporting
• Field supervision

• Leverage technology and reporting systems to improve performance
• Drive scalability and operational excellence

TQS Strategic Leadership Expectations

The Senior Operations Manager is responsible for elevating TQS across the organization:

• Reliability: Portfolio-wide staffing excellence with no systemic failures
• Consistency: Uniform execution across all sites and teams
• Professionalism: Elevated standards across all field personnel
• Hospitality: Consistent, high-level client and tenant experience
• Proactive Security: Data-driven risk identification and mitigation

Key Competencies

Core Skills

• Multi-site operational leadership
• Leadership of leaders (managing managers)
• Workforce planning and resource allocation
• Crisis management and decision-making
• Strategic thinking and process improvement

Behavioral Traits

• Strong leadership presence
• High accountability at scale
• Decisive and composed under pressure
• Ability to influence and align teams
• Results-driven and proactive

Performance Metrics (KPIs)

• Portfolio post coverage rate (goal: ~100%)
• TQS performance across all sites
• Overtime and labor cost efficiency
• Operations Manager and Field Supervisor performance
• Reduction in systemic operational issues

Qualifications

Required

• 5–8+ years of experience in:

• Security operations
• Multi-site or regional management

• Proven experience managing:

• Multiple teams or managers
• Complex operations

Preferred

• Contract security leadership experience
• Strong background in workforce planning and scheduling
• Experience with operational systems and reporting tools

Work Environment

• Hybrid role:

• Field (multi-site oversight)
• Office / remote work

• Requires:

• Frequent travel
• On-call availability for escalations

Growth Path

This role develops into:

• Director of Operations

Development focus areas:

• P&L ownership
• Organizational leadership
• Strategic growth and expansion
• Executive decision-making

What Success Looks Like

• Operations run smoothly and consistently across all sites
• Operations Managers and Field Supervisors perform at a high level
• Staffing is reliable, efficient, and scalable
• Issues are resolved proactively and rarely escalate
• Strong alignment exists between Operations and Account Management
• Service delivery consistently meets or exceeds TQS standards at scale

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