Operations Manager

Salary Range: $60,000.00 To $70,000.00 Annually 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 #NW123