Program Manager

Citadel Security USA•Denver, CO

About The Position

Citadel Security USA is seeking an experienced Program Manager to lead the performance and day-to-day administration of assigned contracts across multiple locations. The role is responsible for maintaining dependable staffing, consistent service standards, strong client relationships, and compliance. The Program Manager works with district leadership, clients, field supervisors, and frontline employees to keep operations running smoothly, improve service delivery, strengthen workforce performance, and develop leaders. The position requires balancing client expectations, employee development, operational requirements, and financial goals. The schedule is Monday through Friday, 7:00 AM to 3:00 PM, with nights and weekends as operational needs require. The position is based in Denver, Colorado, and pays $70,000 per year.

Requirements

High school diploma or GED.
Five to seven years of progressive supervisory or management experience in private security, law enforcement, military service, or a related field.
Valid driver's license and reliable personal transportation.
Ability to maintain a clean driving record throughout employment.
Demonstrated experience leading teams, managing operational responsibilities, and addressing performance concerns.
Strong understanding of scheduling, staffing coordination, and workforce administration.
Ability to manage multiple locations, contracts, and competing priorities.
Knowledge of applicable state licensing requirements and personnel qualification standards.
Strong written and verbal communication skills.
Proficiency with computers, administrative documentation, and operational reporting.
Ability to work independently and coordinate effectively with clients, employees, and senior leadership.

Nice To Haves

Bachelor's degree in Business Administration, Criminal Justice, Management, or a related field.
Equivalent education, military service, law enforcement experience, or progressively responsible operational leadership experience may be considered.
Previous responsibility for multiple client contracts or large-scale operations.
Experience managing workforce scheduling, timekeeping, and labor utilization.
Familiarity with TrackTik or comparable workforce management platforms.
Experience mentoring supervisors and developing management-level employees.
Background coordinating operations in complex, multi-location environments.
Strong business and financial awareness, including the ability to connect staffing decisions with service quality and operational costs.

Responsibilities

Oversee assigned contracts and locations, ensuring teams meet service obligations and operational expectations.
Maintain consistent procedures, staffing coverage, and performance standards across assigned posts.
Review site operations to identify service gaps, concerns, and opportunities for improvement.
Coordinate with field supervisors to resolve operational challenges and maintain continuity between shifts.
Set clear expectations for supervisors and employees and follow up on responsibilities.
Work with district leadership to support contract growth and expanded operational responsibilities.
Direct scheduling to maintain appropriate coverage at each assigned post.
Monitor attendance, vacancies, overtime, and labor utilization in support of staffing and budget objectives.
Coordinate recruitment and placement efforts to address workforce needs and reduce staffing gaps.
Review timekeeping and scheduling records for accuracy and timely submission.
Develop coverage plans for absences, schedule changes, and increased operational demand.
Verify that employees maintain required licenses, credentials, and qualifications; monitor expirations and coordinate renewals or record updates.
Maintain accurate personnel documentation related to qualifications, training, and certifications.
Review operational practices for compliance with regulations, contract requirements, and company procedures; address concerns and coordinate corrective action.
Serve as a primary contact for assigned client representatives and maintain regular professional communication.
Build client relationships through follow-up, operational updates, and performance discussions.
Address escalated concerns, investigate service issues, and coordinate resolutions.
Evaluate service results and introduce improvements to strengthen reliability and client satisfaction.
Ensure operations align with contract terms, client expectations, and service standards.
Support hiring, screening, onboarding, and placement of qualified employees.
Guide and mentor Field Supervisors and other subordinate leaders.
Set measurable performance expectations and provide coaching and feedback.
Address performance concerns through appropriate documentation and follow-up.
Identify training needs and coordinate development opportunities for supervisors and field personnel.
Promote accountability, professional conduct, and employee retention.
Prepare and review reports on staffing, attendance, service quality, compliance, and contract performance.
Use workforce management and timekeeping systems to monitor activity and maintain reliable records.
Identify recurring issues and recommend corrective measures to district leadership.
Communicate operational developments, risks, and resource needs to management.
Collaborate with other departments to support company procedures and business objectives.