Overview
Company Overview:
Advance your career in security with Allied Universal® Enhanced Protection Services, the global leader in security and threat mitigation. Following the acquisition of MSA Security® in 2021, we became the world’s largest non-governmental canine detection company. Specializing in canine explosives and firearm detection, we offer exciting career opportunities for those passionate about canine security. Join our innovative team committed to excellence in the security industry and make a meaningful impact. Explore key roles such as canine officers, handlers, trainers, veterinary technicians, and kennel managers.
Job Description
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…