Director of Operations

Job Summary

We are currently hiring for a Director of Operations: Security. The Director of Operations is responsible for the daily operations of the region, serving clients, staffing, reporting, procedural and company policy compliance. This role oversees accurate billing, payroll, and collection, maintains overall contract performance and margins, and supports the Branch Manager and Vice President of the region by developing and fostering positive working relationships with employees and clients.

MUST CURRENTLY RESIDE IN HOUSTON, TEXAS

Daily Responsibilities

• Meet with schedulers and road supervisors to ensure client expectations are met and the proper tools are in place for continued success.
• Review TrackTIK KPIs to maintain control over operations.
• Address any issues, provide feedback to ensure that the needs of your individual client(s) are heard and met.
• Manage and continuously develop assigned team members who are direct reports.
• Maintain office area upkeep; coordinate with all who share your space to ensure a professional look and organized environment.
• Develop and maintain consistent and productive client relations for continued success. Client contacts shall be visited at least bi‑weekly. An Ops Manager summary is expected to be submitted to the Branch Manager and/or Vice President at the end of each week (EOD Thursday).
• Coordinate with recruiting, scheduling, Branch Manager and/or Vice President to remain informed of business needs and evolving expectations. Frequent meetings and communication are necessary for success.
• Assist in ensuring the minimization of non‑billable overtime at your accounts.
• Consistently review emails, TrackTIK reporting and upkeep of required corrective actions, disciplinary measures, personnel, supplies/equipment, uniform items, and specific site needs. Frequently respond to these communications, directing goals and tasks.
• Inspect the upkeep of all site vehicles, golf carts, and equipment. Proper handling, care and return in original condition is required.
• Evaluate and validate worker competency to maintain their customer‑centric role.
• Confirm site activity via site visits, phone calls, and remote camera access.
• Manage cold start & priority accounts (as instructed) efficiently and reliably.
• Assist leadership with given tasks and directives.
• Maintain accountability of shifts, shift coverage and officer performance.
• Always escalate medical or operational emergency matters immediately to senior leadership in the event a challenge or emergency occurs.
• Provide a summary report of your daily activities and time of activities in TrackTIK.
• Make detailed notes of every account visit in TrackTIK under journal entries.
• Review and approve TrackTIK reports for your client(s).
• Assist with training, encouragement, and accountability of officers and site leaders.
• Tasks as assigned by MSC Branch leadership.

Weekly Responsibilities

• Inspect site cameras for functionality, report outages, or inconsistencies to senior management.
• Account for attendance tracking (i.e., schedule adherence).
• Manage and report NBOT % and turnover %.
• Identify open positions, relay to scheduling and recruiting for your accounts.
• Maintain frequent and positive contact with field personnel, peers, and leadership.
• Ensure that requirements, training, and development are followed according to the MSC contract.
• Review and maintain vehicle GPS reports for quality control, vehicle maintenance, and upkeep.
• Be present for orientations frequently to meet new hires.
• Assist in the recruitment of new employees using various outlets (i.e., job fairs, online recruitment, in‑person interactions, etc.).
• Inspect site vehicles for signs of damage, wear, and misuse.
• Meet with schedulers and command to ensure correctness and compliance of contractual requirements.
• Maintain and update all TrackTIK logs, region and site contact lists, and post orders (as needed).
• Review invoices for accuracy and adjust as needed prior to being sent to the client.

Monthly Responsibilities

• Complete overnight field audits of your sites (minimum once per month) supported by report/documentation.
• Meet with the team and management to review strategy, processes, and procedures.
• Inspect account equipment control and handling procedures.
• Attend and report back on client/board meetings (seek assistance if needed).
• Arrange and attend site meetings with on‑site leadership/officers to build cooperation and lend support to site leaders/officers.
• Assist in building newly acquired programs (quality staff acquisition, equipment and program development).

Requirements

• Demonstrated leadership experience directing security operations for large, high‑risk, complex facility security programs, corporate security programs or related industry.
• Five (5) years progressive management experience in the security industry or related field.
• Bachelor’s degree in Criminal Justice or related field preferred.
• Advanced security industry training & professional development.
• Knowledge & understanding of P&L’s, time & attendance systems, security best practices.
• Ability to recruit, develop, and grow talent.
• Outstanding customer service skills, building strong relationships on the foundation of trust & partnership.