Operations Manager

Role Overview

The Operations Manager is responsible for the day-to-day execution of SMP’s guard and patrol operations across an assigned portfolio of client sites. You own schedule quality, service delivery, and frontline leadership for your book of business so the VP of Security Operations can focus on strategy, major accounts, and continuous improvement.

This is a field‑first, player‑coach role. You will spend most of your time in the field with officers and clients and will occasionally work posts yourself when needed to protect service quality or model best practices.

Scope of Responsibility

• Responsible for approximately 600 to 1000 weekly billable officer hours across up to 30 client sites, as assigned by the VP of Security Operations (ranges may adjust as we scale).
• Leads through Shift Supervisors and Site Supervisors as the primary support arm for scheduling execution, communications, and first-level issue resolution.

Key Responsibilities

Field operations and service delivery

• Maintain full operational ownership for assigned accounts, ensuring each post is staffed, informed, and delivering to SMP and client standards.
• Spend the majority of your time in the field: conduct regular and unannounced site visits, observe officer performance, coach in real time, and verify post orders and procedures are in use.
• Ensure Assignment Instructions/post orders, incident response procedures, and site-specific documentation are accurate, current, and accessible at every post.
• Serve as backup officer of last resort on critical posts when coverage cannot be otherwise secured, and periodically work scheduled “ride-along” or demo shifts at key accounts to model expectations.

Scheduling, staffing, and coverage

• Own schedule quality and coverage for your portfolio, balancing client expectations, officer welfare, and overtime/margin targets.
• Personally manage staffing decisions for high-impact posts, new account launches, and chronic problem shifts.
• Direct Shift Supervisors and Site Supervisors to execute routine scheduling tasks: call-offs, first-round backfill, schedule updates, and real-time attendance monitoring.
• Monitor daily and weekly coverage reports; anticipate gaps and implement proactive coverage plans instead of reacting at the last minute.

Client relationship management

• Act as the primary operational contact for client managers at assigned sites, owning day-to-day communication on performance, staffing, and incidents.
• Conduct regular check-ins and site walks with clients to confirm expectations, review recent activity, and identify improvement opportunities.
• Participate in periodic business reviews (e.g., quarterly) with the VP and/or leadership for key accounts, providing grounded operational insight.
• Investigate client concerns, incidents, or complaints in your portfolio, closing the loop with clients and documenting root-cause and corrective actions.

People leadership and development

• Directly supervise Shift Supervisors, Site Supervisors, and designated officers within your portfolio; provide clear expectations, coaching, and performance feedback.
• Partner with HR and recruiting to hire, onboard, and place officers aligned with SMP’s standards and client needs.
• Coordinate initial and ongoing training for your team (LMS and in-person), ensuring required courses are completed on time and that officers can demonstrate competencies in the field.
• Address performance and conduct issues promptly using SMP’s progressive discipline process, in coordination with HR and the VP as appropriate.
• Actively manage morale and retention by building relationships, being visible on sites, and recognizing strong performance.

Performance, quality, and compliance

• Track key operational KPIs for your portfolio (coverage %, tardiness/no-show rates, incident volume, client feedback, turnover) and act on trends.
• Review timekeeping and scheduling accuracy vs. billed hours; work with leadership to control overtime and protect margin.
• Ensure compliance with SMP policies, client requirements, and applicable laws and standards, including safety, use-of-force policies, and accurate incident reporting.
• Provide timely, concise reporting to the VP on portfolio health, risks, and improvement initiatives.

Qualifications

• 3–5+ years of experience in contract security, law enforcement, military, facilities, or related operations roles, including at least 2 years in a supervisory or management capacity.
• Experience managing a dispersed frontline workforce (multiple sites or locations) is strongly preferred.
• Working knowledge of security guard operations, post orders, incident response, and basic risk assessment.
• Demonstrated ability to build strong relationships with clients and frontline staff; comfortable serving as the face of SMP in the field.
• Strong organizational and time-management skills, with a bias toward action and field presence over desk work.
• Proficiency with scheduling and incident-reporting systems (e.g., TrackTik), as well as standard business tools (email, spreadsheets, LMS platforms).
• Valid driver’s license and reliable transportation; ability to travel frequently within the Sioux Empire and surrounding region.
• Ability to work a flexible schedule, including some nights, weekends, and on-call rotation participation as operational needs dictate.

Preferred

• Prior experience in a mid-sized contract security company or similar multi-site service environment.
• Experience with warehouse/logistics, financial institutions, government, or event security.
• Relevant leadership or security management certifications.

What success looks like in 12 months

• Your portfolio consistently meets or exceeds coverage targets with minimal last-minute disruptions.
• Clients in your book view you as their go-to operational partner and report high satisfaction.
• Your supervisor and officer teams are stable, engaged, and clearly living The SMP Way in day-to-day work.
• The VP can spend the majority of their time on strategy, major accounts, and improvement initiatives because you reliably own day-to-day execution for your assigned book.