Director of Operations - EPS

Allied Universal • Richardson, TX

11d

About The Position

Our risk and consulting group, under Allied Universal® Enhanced Protection Services is hiring a Director of Operations. The Director of Operations is a leadership support role for the Threat, Disaster and Emergency Response division of RACS. The Director is responsible for the management of the Emergency Response Center (ERC) Team providing temporary immediate service to our client.

Requirements

• Must possess one or more of the following:
• Bachelor’s degree in Business, Criminal Justice, or related field of study with a minimum of third (3) years of professional-level security management experience
• Associate’s degree in Business, Criminal Justice, or related field of study with a minimum of five (5) years of professional-level security management experience
• High School diploma or equivalent with a minimum of seven (7) years of professional-level security management experience
• Minimum of three (3) years of professional-level security management experience
• Experience in management of high volume, multi-faceted service team
• Proficient in Microsoft applications (Outlook, Word, Excel, Power Point)
• Understanding of emergency security operations
• Demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines
• Ability to maintain professional composure when dealing with unusual circumstances; ability to multitask with strong attention to detail
• Demonstrated knowledge of mathematical concepts including computation of rates, ratios, percentages, averages, and reconciliation
• Demonstration of strong customer service orientation required, with ability to effectively resolve client issues in a professional and service-focused manner
• Ability to understand and provide instructions in written, oral, diagrammatic, or schedule form; ability to write logs and reports
• Planning, organizing, and leadership skills
• Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures

Nice To Haves

• Proficient in using Smartsheets application

Responsibilities

• Manage a team of operators to ensure all client requests are secured and processed per standard protocol and meet the expectations
• Ensure client satisfaction and respond to any and all customer issues/concerns in a timely manner
• Report on the metrics of the ERC team to include fill times, fill rates, cancellations, work order accuracy, volume of requests and misses in coverage
• Maintain site coverage at all times; track requests to ensure site coverage; respond to emergency situations, call-offs, and absences to ensure that client sites have coverage; act as call in center for remote posts
• Ensure that accurate timekeeping, payroll, and billing data is posted in automated payroll and billing system; verify billing and payroll reports and ensure that responsible supervisors or managers correct discrepancies; interface with accounts receivable and payroll departments to make corrections as necessary
• Hold margins at or above 23% and payroll/billing accuracy to 98% or better in accordance with company standards; track and report margin and current payroll/billing accuracy to senior management on a weekly basis
• Manage emergency security operations by monitoring phone and email channels, dispatching unarmed, armed, and law enforcement personnel nationwide, and providing 24/7 staff and client support
• Serve as the primary liaison with clients, Operations Managers, active law enforcement, and subcontractors to coordinate scheduling, resolve staffing, training, billing, payroll, and performance issues, and ensure contractual compliance
• Ensure operational readiness by maintaining adequate operator staffing year‑round, reviewing regional and global monitoring capabilities, and supporting the implementation of new technologies as needed
• Oversee end‑to-end documentation of client requests, from initiation through completion, including coordination with accounting for accurate billing and payroll processing

Benefits

• Medical, dental, vision, retirement plan, basic life, AD&D, and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees