Security Account Operations Manager

Job Overview: The Security Account Operations Manager is responsible for supporting the day-to-day delivery of Security and Concierge services across assigned client accounts. This position provides operational oversight of field personnel, maintains strong client relationships, supports staffing and scheduling needs, and ensures service expectations are consistently met. The Security Account Operations Manager works closely with the Director of Security and Concierge to drive accountability, operational consistency, employee performance, and client satisfaction across the security portfolio.

Responsibilities: Oversee daily Security and Concierge operations across assigned client accounts and locations. Serve as a primary operational contact for assigned clients, maintaining regular communication regarding service delivery, staffing, incidents, and operational concerns. Conduct routine site visits to evaluate officer performance, appearance, post coverage, compliance, and overall service quality. Manage, coach, and support Security Officers, Concierge personnel, supervisors, and field leadership, including addressing performance issues when necessary. Respond to call-offs, staffing shortages, and coverage issues, partnering with Scheduling to ensure open posts are filled and client requirements are maintained. Ensure personnel are properly trained and understand site-specific post orders, responsibilities, and client expectations. Review incident reports and ensure significant incidents are properly escalated, documented, investigated when appropriate, and followed through to resolution. Assist with the development, implementation, and maintenance of post orders, SOPs, and operational procedures. Review timesheets, payroll information, overtime, and scheduling exceptions for accuracy and operational control. Monitor overtime, call-offs, uncovered hours, staffing trends, and other operational performance indicators, providing regular updates to the Director of Security and Concierge. Support new account startups, client transitions, special assignments, and operational initiatives. Participate in client meetings, operational reviews, and internal security meetings as required. Perform additional operational responsibilities as needed to support the Security and Concierge division.

Qualifications: High School Diploma required; Associates degree preferred Current NYS Security Guard License Minimum of 5 years of security operations experience, including at least 2 years in a supervisory or management capacity Multi-site or multi-client security management experience strongly preferred Valid driver’s license and reliable personal vehicle requiredCPR/AED certification preferred or ability to obtain certification Strong leadership and personnel management skills Excellent customer service and client relationship skills Strong written and verbal communication skills Strong organizational and time-management skills Ability to manage multiple priorities in a fast-paced operational environment Strong problem-solving and conflict-resolution skills Ability to respond effectively to staffing issues, incidents, and changing client needs Proficiency with Microsoft Office, Outlook, and other business and workforce-management technology High level of professionalism, accountability, and attention to detail Ability to travel regularly between assigned client locations Ability to successfully complete all required pre-employment screenings

Salary Range: $80,000 - $90,000