Shift Operations Manager- Intelligence & Investigations Center

170+ Years Strong. Industry Leader. Global Impact. At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world‑class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our family of industry subject matter experts.

The Shift Operations Manager
- Intelligence & Investigations Center, assigned to one of Pinkerton’s largest global clients, will oversee the operations of the Analysts within a high-performing Intelligence & Investigations Center. This role ensures all reporting and incident management meets the highest standards of quality and accuracy, while driving process improvements and AI implementation.
The position requires shift work within the center’s operating hours of 6:00 AM to 10:00 PM, or as directed including holidays.

• Represent Pinkerton’s core values of integrity, vigilance, and excellence.
• Provide leadership, ongoing communication, and day‑to‑day guidance to the Intelligence & Investigations Center team of Analysts.
• Develop and implement operational procedures and policies.
• Serve as the decision‑maker, as directed by the Manager.
• Oversee case and incident management, including escalation, stakeholder notification, and workflow production.
• Lead emergency incident response, coordinating with internal teams during critical incidents.
• Assign, manage, and track assignments and deliverables produced by Analysts in a fast‑paced, high‑stress environment.
• Collect, analyze, and report operational metrics while monitor team performance against key metrics and drive continuous improvement.
• Champion the implementation of AI tools for incident management, investigations, and intelligence reporting.
• Ensure all services are conducted timely, professionally, and in compliance with applicable data privacy laws and internal policies.
• Complete new hire training and foster analyst development, including mentoring and succession planning.
• Coordinate the team’s schedule and employee paid time off requests.
• Review submitted intelligence and investigative reports for accuracy, research sufficiency, and professional quality.
• Communicate all client‑related issues with appropriate management personnel.
• Collaborate cross‑functionally with security, legal, and compliance teams to support organizational objectives.
• Foster a supportive work environment, promoting resilience and mental well‑being among team members.
• Identify vendors and technological tools to improve and expedite research and reporting.
• All other duties, as assigned.

Bachelor’s degree in criminal justice, intelligence, data analytics, project management, or related field and at least two years of supervisory, team lead, or project management experience within an intelligence, investigations, security operations environment or relevant experience.

• Project management skills with PMP or similar certification, preferred.
• Knowledge and understanding of implementing or working with AI tools in investigations or incident management, preferred.
• Knowledge of incident management and case triage.
• Able to work productively within a global team environment.
• Data analysis, metrics collection, and process improvement methodologies.
• Able to produce clear, concise, and actionable reports.
• Able to multitask and thrive in a fast‑paced, high‑stress environment.
• Effective written and verbal communication skills.
• Able to lead, motivate, and develop diverse teams.
• Computer skills, Microsoft Office and case management systems.

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Occasional reaching and lifting of small objects and operating office equipment.
• Flexibility to work any shift within the center’s hours of operation (6:00 AM – 10:00 PM), including weekends and holidays, as needed.
• On‑call availability for…