Operations Manager – Growing Security Services Company

We are a growing U.S.-based security services company seeking a highly organized, dependable, and experienced Operations Manager to oversee and help build our day-to-day operational structure.
Our company currently operates directly in Florida and is expanding through security partners and vendors into additional U.S. and international markets. We are building a professional remote operations structure consisting of a 24/7 Operations Control Center (OCC), HR/recruiting support, field supervisors, security personnel, vendors, and client accounts.
This is not a general Virtual Assistant position.
We are looking for someone with strong leadership and operational experience who can manage people, enforce systems, solve problems, maintain accountability, and ensure the company operates properly without ownership having to personally oversee routine matters.
Key Responsibilities
Team Management
Manage and supervise the remote OCC/dispatch team
Manage and supervise HR/Admin support
Ensure team members complete assigned responsibilities
Monitor attendance, performance, productivity, and quality
Conduct regular team meetings and coaching
Hold team members accountable to company SOPs and KPIs
Identify and resolve problems before they require owner involvement
Operations Oversight
Oversee daily security operations
Monitor staffing and scheduling issues
Ensure continuous 24/7 OCC coverage
Review call-outs, late arrivals, uncovered posts, and operational exceptions
Ensure i ---------- and important events are properly documented
Follow up on unresolved operational issues
Coordinate with field supervisors and road captains when physical assistance is required
Ensure proper shift handoffs and operational continuity
Client Account Management
Maintain professional communication with clients
Conduct regular client check-ins regarding service quality
Receive and help resolve routine client concerns
Follow up after i ---------- or service issues
Coordinate additional coverage requests
Maintain client contacts and account information
Request and provide documents such as Certificates of Insurance when needed
Assist with creating and maintaining site SOPs and post orders
Escalate serious client concerns to ownership when necessary
Vendor & Partner Management
Communicate with security vendors and subcontracting partners
Maintain vendor documentation and records
Request and track licenses, COIs, tax documents, contacts, rates, and other required information
Ensure vendors are meeting service requirements
Follow up on vendor performance issues
Assist with client and vendor portals
Maintain organized vendor and site records
Monitor vendor compliance and service performance
SOPs, Systems & Accountability
Help document and improve company procedures
Create and maintain SOPs
Develop recurring operational checklists
Monitor company KPIs
Audit OCC logs and operational reports
Review team performance and identify deficiencies
Improve workflows as the company grows
Ensure responsibilities are completed without constant owner follow-up
Executive Reporting
Provide ownership with concise and organized reporting regarding:
Staffing issues
Significant i ----------
Client concerns
Vendor concerns
Recruiting status
Operational problems
Compliance issues
Tasks requiring owner approval
Important decisions or risks
The Operations Manager is expected to resolve routine matters independently and escalate only issues that genuinely require executive involvement.
After-Hours Escalation
This position is not expected to actively work 24/7.
However, because we operate a 24/7 security business, the Operations Manager will initially serve as a management escalation contact for rare, genuinely critical after-hours situations.
Examples may include:
Serious injuries
Violence or credible threats
Major police involvement
Serious security i ----------
Major client emergencies
Critical uncovered posts that OCC cannot resolve
Serious employee-relations matters requiring immediate attention
Routine scheduling, attendance, employee, and operational matters should be handled by OCC or addressed during normal working hours.
Qualifications
Minimum 3 years of professional operations, supervisory, or team-leadership experience
Demonstrated experience managing employees or remote team members
Excellent spoken and written English
Comfortable communicating professionally with U.S.-based clients and employees
Strong leadership and decision-making ability
Excellent organizational and follow-up skills
Ability to manage multiple priorities simultaneously
Strong problem-solving skills
Comfortable holding employees accountable
Able to work independently without constant supervision
Experience implementing or following SOPs and operational processes
Strong computer skills and ability to learn new platforms quickly
Reliable computer and high-speed internet connection
Reliable backup internet connection
Quiet and professional home workspace
Preferred Experience
Preference will be given to candidates with previous experience in:
BPO operations
Call-center team leadership
Operations management
Workforce management
Dispatch operations
Logistics operations
Remote team management
U.S.-based customer service operations
Security operations or security dispatch
Experience managing a team of 5 or more employees is strongly preferred.
Experience with platforms such as Microsoft 365, Teams, Slack, ClickUp, Hubstaff, CRM systems, scheduling software, dispatch software, or similar business systems is also preferred.
Security-industry experience is not required. Security-specific procedures can be taught.
We place greater importance on leadership ability, reliability, communication, judgment, organization, accountability, and the ability to build and manage effective systems.