Command Center Manager

Providencia • Houston, TX

2d • Onsite

About The Position

The Command Center Manager is responsible for organizing, planning, managing, scheduling, staffing, and setting goals for 24/7 command center operations supporting a nationally distributed field workforce. The Command Center Manager closely tracks case activity and operational data to ensure accurate information is captured, runs reports, and recommends process and systems improvements. This position functions as a primary point of contact for site leadership and interacts with internal stakeholders as needed.

Requirements

• Possess a bachelor’s degree from an accredited university (an associate degree with two or more years of extra relevant experience may be substituted for a bachelor’s degree, or more than four years of extra related experience may be substituted for a degree).
• Have at least two years or more of documented experience in a field related to travel management and coordination, law enforcement, business management, social work, logistics, public health, or similar occupational area.
• 2 years’ experience managing employees in a 911 dispatch, command center, call center, travel center, fusion center, or similar program environment.
• Able to foster strong business relationships with internal and external customers and employees at all levels and across multiple stakeholders.
• Ability to prioritize work, meet stringent deadlines, balance multiple tasks and work in a team environment.
• Ability to leverage technology to manage contract requirements and improve complex processes and procedures while also managing expectations of stakeholders and employees.
• Collaborate across all operational support areas to ensure the company’s best practices are continuously incorporated and consistently executed across the program.
• Strong attention to detail.
• Ability to deliver the highest quality of work under extreme pressure.
• Strong oral, written, and interpersonal communication skills and ability to communicate effectively with multiple levels of management and clients.
• Committed to providing outstanding customer service and representation of MVM in a professional manner.
• Must have investigative, analytical skills and report writing experience.
• Must possess strong computer skills in MS Office, including Microsoft Word and Excel, PowerPoint, and Outlook.
• Must be accessible by mobile phone 24/7/365.
• Ability to obtain/maintain a Security Clearance.
• Favorable credit check for all cleared positions.
• Successfully pass a background investigation, drug screen.
• May be required to pass or present specific requirements depending on the program (i.e., DOT exam, vaccinations, CPR, flu shot).
• US Citizenship

Nice To Haves

• Bilingual in English and Spanish preferred.

Responsibilities

• Implement and enforce company policies and procedures and ensure changes are communicated clearly and timely to staff across all command center locations.
• Monitor and oversee command center operations across multiple hub locations.
• Ensure command centers contact designated parties to confirm location, contact information, and scheduled field activity prior to coordinating travel.
• Ensure accurate and consistent data collection to support real‑time operational decision‑making.
• Perform data quality reviews and analysis of operational reports to ensure accuracy; collaborate with IT to resolve discrepancies.
• Conduct routine quality control checks and random audits of emails, work orders, and travel information to ensure operational, administrative, and contractual compliance.
• Develop, establish, and track command center deliverables and operational goals.
• Monitor employee schedules and workflows based on activity volume and address coverage or availability concerns with site leadership.
• Identify patterns, trends, and performance issues and coordinate improvements with operational leadership.
• Recommend and support process improvements, including training needs for staff.
• Monitor, control, and report budget expenditures and related financial records applicable to command center operations.
• Assist with review and reconciliation of unused travel resources to ensure proper utilization.
• Ensure overall accuracy of case activity records and timely submission of required operational and financial reports.
• Review invoices and vendor charges to verify services rendered are valid and compliant with company standards.
• Oversee recruiting, onboarding, training, performance evaluations, and professional development of command center staff.
• Implement and oversee corrective and disciplinary actions in accordance with company policies, in partnership with People Services.
• Approve timesheets and leave requests in a timely manner.
• Collaborate with internal departments including compliance, logistics, corporate operations, field leadership, and subcontractors as needed.
• Conduct audits and compliance checks related to staff safety and security during travel.
• Perform other duties as assigned.

Benefits

• The Providencia Group is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.
• TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
• If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to [email protected]

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree