Retail Security Operations Account Manager

Allied Universal•Wheaton, MD

About The Position

Allied Universal is hiring a Retail Account Manager accountable for the day-to-day operations of an assigned client account. The role manages security personnel and site operations, including hiring, training, scheduling, payroll, coaching, employee development, and discipline. It is responsible for delivering high-quality security services, protecting people and property, maintaining client and employee relationships, and meeting financial and operational goals while providing quality customer service. The Account Manager coordinates support services, handles escalated security issues and emergency situations, ensures reporting and contract compliance, and maintains operational procedures, staffing, equipment, and account records. The role may require after-hours emergency response. Allied Universal provides a week-long management onboarding course with best practices, tools, and guidance. The stated salary range is $88,800–$98,800 per year.

Requirements

Four-year degree in Criminal Justice, Business Administration, or a related field.
Previous experience in contract security, facilities management, the military, or law enforcement.
At least 2 years of business management, operations, or supervisory experience, depending on client size and scope.
Ability to develop and grow customer relationships.
Experience hiring, developing, motivating, and retaining quality staff.
Outstanding interpersonal and communication skills.
Ability to work in a team-oriented management environment and independently.
Ability to manage multiple priorities, complex situations, a diverse employee team, and ongoing client requirements.
Ability to work in a team-oriented management environment while maintaining an entrepreneurial attitude.

Nice To Haves

Previous payroll, billing, and scheduling experience.

Responsibilities

Supervise day-to-day security operations at an assigned client site.
Manage security officers and site or shift supervisors, including hiring and selection, scheduling, payroll, training, coaching, development, and support.
Ensure the client site receives high-quality security services to protect people and property.
Build, improve, and maintain effective relationships with clients and employees.
Coordinate support services to manage the client site and meet or exceed financial and operational goals while providing quality customer service.
Ensure required reporting and contract compliance requirements are met.
Communicate regularly with the client about issues and programs.
Handle escalated security issues and emergency situations appropriately, including after-hours emergency response as required.
Communicate staffing needs and assist recruiters with identifying, interviewing, and hiring candidates.
Develop staff through performance management, coaching, counseling, discipline, training, evaluations, and recognition.
Ensure employee grievances are heard and resolved with appropriate support, and personnel records are accurate and updated.
Communicate policies, company announcements, and job openings through updated site READ files.
Meet contractual scheduled hours while maintaining a minimum of unbilled overtime.
Coordinate or conduct site-specific, client-specific, and annual refresher training and meet corporate training standards.
Develop and maintain operational procedures, site-specific OPMs, and post orders for emergency reference.
Manage uniforms, equipment, supplies, and vehicles, including inventories and maintenance checklists.
Meet with the client, listen to issues, provide security and technical expertise and solutions, and ensure customer satisfaction.
Use WinTeam for scheduling, billing, and reports, interpreting report information and taking action for effective business management.
Enforce Allied Universal policies stated in handbooks, executive memos, and the company portal.