Director of Security Operations

7 days ago

New York, New York, United States Heightened Security Inc. Full time

Overview:

We are seeking a dynamic and experienced Director of Security Operations to lead our security operations.

The Director of Security Operations is accountable for the day-to-day service and operation of all Heightened Security Inc.'s security operations at client sites, including but limited to client satisfaction, oversight of the employee experience, and coordination of needed support services to resolve problems and effectively manage the accounts.

The Director of Security Operations will set the direction, tone, and client-specific plan for achieving agreed-upon service levels and meeting actionable expectations for delivering measurable results.

The hiring, development, and retention of appropriate security officers will also be a focus in this role, as well as communicating high service level expectations to the greater team.

This individual will be required to engage regularly with clients to share his/her expertise to enhance the value of Heightened Security Inc.'s services.

The Director of Security Operations will meet or exceed financial and operational goals through providing high-quality, professional, competent, and committed service and, also an outstanding client and employee experience.


Responsibilities:

  • Deliver results by interacting regularly with clients across the account portfolio to design and obtain feedback on quality of service, service levels, value delivered, measurable results, and overall satisfaction.
  • Assist in coordinating the daytoday team effort of Account or Site Managers and other assigned personnel to ensure that services are delivered in a quality and cost effective manner.
  • Manage the delivery of services through subordinate managers and fill in for them in their absence or as requested or required.
  • Work with assigned personnel to ensure that all contractually scheduled hours are met with a minimum of unbilled overtime.
  • Ensure that we grow our business profitably through diligently managing the client and employee experience and engaging Account or Site Managers and Security Officers to provide excellent customer service.
  • Provide timely responses and resolution to client and employee requests and issues.
  • Ensure that employees understand customer service expectations and parameters and respond appropriately.
  • Ensure that client sites are provided with highest quality security officer services to protect people and property and to foster client peaceofmind.
  • Assure the daytoday security operations of a portfolio of assigned client sites, including oversight for hiring/selection, scheduling, payroll, training, coaching, development and support.
  • Observe service behaviors of employees and provide feedback to individuals.
  • Celebrate successes and publicly recognize the contributions of team members.
  • Take on other management responsibilities as determined by the Chief Executive Officer.
  • Enforce Heightened Security policies as outlined in the handbook, executive memos, and handle any escalated security issues or emergency situations appropriately.
  • Coach, counsel, develop, etc. assigned personnel to assist with their opportunity for advancement/promotability.
  • Capably utilize Company software for scheduling and billing, and to produce reports that require interpretation and action for effective business management.

Qualifications & Experience:

  • Requires BS/BA in Criminal Justice or Business Administration or a minimum of 15 years management experience.
  • Previous Customer Service, facilities management, military or law enforcement experience preferred.
  • At least 5 years of business management/operations/supervisory experience.
  • Proven strong service orientation and excellent interpersonal and organizational skills
  • Ability to develop and grow client relationships.
  • Proven ability to lead and develop a team.
  • Ability to make decisions and conduct courageous conversations.
  • Manage multiple tasks with ability to manage multiple priorities, complex situations, a diverse team of employees and client requirements on an ongoing basis.
  • Excellent verbal and written communication skills with the ability to communicate in a timely manner any changes or recommendations that could have impact on our service image or brand.
  • Indepth understanding of financial performance.
  • Ability to work in a teamoriented management environment while having an entrepreneurial attitude.

Physical Requirements:

  • Must be able to stand and remain upright for up to 8 hours in various weather conditions including but not limited to humidity, direct sun, rain, snow and wind.
  • Must be able to move about on foot for up to 8 hours in various weather conditions including but not limited to humidity, direct sun, rain, snow and wind.
  • Must be able to remain in a seated position for up to 8 hours.
  • Must be able to tolerate exposure to changing environmental conditions, as activities occur indoors and outdoors.
  • Must be able to lift, push or pull

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