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Operations/Customer Success Manager

2 months ago

Wilmington, United States OPS Security Group Full time
Compensation and Benefits
  • 3 Medical Plan Choices for full medical coverage
  • Optional Health Savings Account
  • Vision
  • Dental
  • 401K with employer matching dollar for dollar match from 1-3%, 50% Employer Match on 4-5%
  • Paid parental leave (4 weeks)
  • 120 hours ESSL
  • Paid training
  • Defined vertical mobility and promotion opportunity
Job Title: Customer Success ManagerReports to Title: Portfolio Manager

Department: OperationsFLSA Class: Exempt

Position Type: Full TimeTravel Required: Moderate

Job Summary:

In this role, an Customer Success Manager (CSM) will be tasked with building and maintaining long-term relationships with clients and staff.CSMs will resolve any issues that arise to ensure clients are satisfied with OPS's services.CSM work with clients to establish best practices and standard operating procedures for both Site Security and Front Desk Services.The CSM will also familiarize themselves with every site assigned and act as a quality assurance representative, scheduling manager, and empower their teams to provide consistency and contingency in account performance.The CSM will deliver training documents to front-line representative employees including clerical, supervisory, and technical documentation.Additionally, CSMs will be tasked with leading and managing their teams of supervisors and officers.

Supervisory Responsibilities:
  • Oversees performance and conduct of OIC's and front-line staff while working in tandem with the Security Operations Command Center (SOC) with schedule sustainment and compliance.
Duties / Responsibilities:
  • Leadership Responsibilities:
    • Oversee and manage the security fulfillment and the security teams assigned to your Account Portfolio.
      • Hold and attend bi-weekly coaching sessions with OIC's. To be scheduled on google calendar, and tracked on appropriate software.
        • Meeting agendas should be site-specific and mission-oriented. Covering expectations and agreements and setting agendas for town hall discussions.
        • Hold Monthly town-hall meetings with site teams- working in tandem with the OIC, giving them an opportunity to be heard and your team to add input for overall site operations.
  • Client Contact Plans:
    • Clients should be proactively communicated with issues, as they arise, should be addressed in a timely manner, emails should be responded to within the hour of receipt during business hours.
    • Hold and attend bi-weekly client meetings, pre-planned. To be scheduled on google calendar
    • Meeting agendas should be logged and follow-up action plans associated with meeting topicality should be sent NLT close of business the same day. Communication records should be housed in appropriate software.
  • Ownership of Payroll:
    • Ensure Payroll accuracy by updating timecard and Paid time off (PTO) requests weekly.
      • Ensure that budgeted hours per payroll period are not exceeded and that the variance is annotated weekly, on the Managers accounting sheet.
      • Resolve Payroll questions from your team
        • Notify accounting of all payroll adjustments required
        • Where appropriate, correct any payroll errors by sending documentation to accounting, with missed hours and context for course correction.
  • Scheduling/ Time and Attendance Ownership:
      • Rolling 30, schedules due last Monday of every month.
      • Upkeep in the documentation for all team members, coordinating with applicable departments to ensure compliance in training, reports, and site-specific
      • Working with SOC, you will maintain a Master Schedule and Roster, to be updated monthly with the current workforce deployed at each site.
      • Update schedules to reflect site requirements sharing context with schedulers week to week.
      • Collaborates with other Managers, schedulers, and OIC's to implement and deploy staff.
      • For personal PTO, establish a contingency plan for sustained operations during the absence. Plan must be submitted in writing to the regional manager prior to submission of the request, and the request should also be in accordance with OPS PTO policy.
  • Ownership in Training:
    • Manages the planning, organizing, and conducting with the Officer in Charge (OIC) employee on the job training, (OJT) on various site-specific information, policies, and service fulfillment
      • Working with the Training department and Human Resources to ensure timely compliance with Monthly sync meetings.
    • Managing and/or performing Quarterly Training at all sites, due close of Q1,2,3,4. Paperwork submitted per staff via Curoshift.
    • Manages or performs the administration of scores, and logging results of OJT, site-specific skill assessment, and arranges retraining or other appropriate action for insufficient scores.
    • Assists with facilitating the delivery of training by reserving and setting up needed training space on-site; scheduling training times with attendees; preparing and distributing training aids such as handouts, and performing other related tasks.
  • Documentation:
    • Assists with evaluating and modifying existing or proposed Standard Operating Procedure Manual, (SOPM); suggests and implements suitable changes bi-annually (due close of Q2 and Q4). Submit to the Regional Manager and QA officer for approval.
    • Provides weekly reports to Regional Managers on Portfolio performance, during Operations Team meetings.
    • Visit a site and conduct an audit of all assigned sites prior to the bi-weekly meeting with the property manager/HR to proactively resolve any challenges prior to the client bringing it up during the meeting. Must be done a minimum of (1) audit a month. Provide documentation in Hubspot.
Required Skills / Abilities:
  • Excellent written and verbal communication skills.
  • Strong presentation skills.
  • Adept with a variety of multimedia platforms and methods.
  • Ability to design and implement effective OJT training.
  • Extremely proficient with Microsoft Office Suite and related program software.
  • Flexible schedule required
  • Ability to work every site and have the certifications required to perform duties to the portfolio assigned.
  • Ability to work any and all open shifts to fulfill operational service requirements.
Education and Experience:
  • High School Diploma or GED equivalent.
  • At least two years of experience in related fields is highly desired.
  • At least four years of military, law enforcement or security experience is preferred but not required.
Physical Requirements / Working Conditions:

These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position.

Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.
  • Ability to work under stress / pressure
  • Ability to lift 25lbs
  • Ability to wear a uniform
  • Prolonged periods of sitting at a desk and working on a computer
  • Ability to pass Physical Agility Test (PAT) Consisting of;
    • Run 100 meters in 66 seconds or less; followed by a 10 min break
    • Perform 30 push-ups (no time limit) followed by a 30 min break
    • Perform 26 sit-ups (no time limit)


Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

At-Will Employment:

Employment with OPS Security Group is voluntary and subject to termination by the employee or OPS Security Group at will, with or without cause, and with or without notice, at any time. Nothing in this document shall be interpreted to conflict with or to eliminate or modify in any way the employment-at-will status of OPS Security Group employees.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)