Overnight Operations Manager
About The Position
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. The tier structure is as follows: Field Supervisor (Tier 1): Execution & Field Oversight, Operations Manager (Tier 2): Operational Ownership & Coordination, Senior Operations Manager (Tier 3): Strategy & Multi-Site Leadership.
Requirements
- 5–8+ years of experience in security operations.
- 5–8+ years of experience in multi-site or regional management.
- Proven experience managing multiple teams or managers.
- Proven experience managing complex operations.
Nice To Haves
- Contract security leadership experience.
- Strong background in workforce planning and scheduling.
- Experience with operational systems and reporting tools.
Responsibilities
- Oversee multiple accounts, sites, and operational teams across a defined region or portfolio.
- Ensure all operations meet client expectations, company standards, and TQS performance benchmarks.
- Maintain consistent service delivery at scale.
- Act as the senior escalation point for complex operational issues.
- Directly manage and develop Operations Managers (Tier 2) and 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.
- Drive portfolio-wide TQS performance and consistency.
- Analyze trends in audit scores, incident reports, and client feedback.
- Implement standardized operational processes and best practices.
- Lead recovery plans for underperforming sites or accounts.
- Oversee staffing strategy across all assigned accounts, including coverage planning, workforce allocation, and 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.
- Provide executive-level oversight during major incidents, including emergencies, security threats, and high-liability situations.
- Guide response strategy, communication, and documentation.
- Ensure proper escalation and alignment with Account Management.
- Maintain operational control during crisis situations.
- Ensure seamless coordination between Operations (execution) and Account Management (client-facing strategy).
- Align priorities, expectations, and communication across departments.
- Participate in strategic planning and business reviews.
- Identify inefficiencies and implement improvements across operations.
- Standardize processes related to scheduling, reporting, and field supervision.
- Leverage technology and reporting systems to improve performance.
- Drive scalability and operational excellence.
- Elevate TQS across the organization, focusing on Reliability, Consistency, Professionalism, Hospitality, and Proactive Security.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
