Cluster Account Manager

The Program Manager is responsible for the operational, administrative, and client facing management of a single technology client’s security program across multiple sites in San Francisco. This role serves as the primary liaison between the client and the security services provider, ensuring consistent service delivery, full staffing coverage, training compliance, and adherence to all contractual, regulatory, and client specific requirements.

The Program Manager must be comfortable operating in a technology driven, fast paced, and evolving environment, with an understanding of tech culture, stakeholder expectations, and enterprise level security programs.

• Operations & Client Management
• 1.Serve as the primary point of contact for the client across all assigned sites
• 2.Ensure consistent execution of security operations aligned with client standards and post orders
• 3.Conduct regular site visits, operational reviews, and performance evaluations
• 4.Proactively identify operational risks, staffing gaps, and improvement opportunities
• 5.Partner with client stakeholders in a professional, solutions oriented manner consistent with a technology company culture

• 1.Oversee daily staffing levels and ensure full coverage across all locations and shifts
• 2.Manage scheduling, backfill, and contingency planning using workforce management systems
• 3.Partner closely with Recruiting to forecast hiring needs and support onboarding
• 4.Supervise site supervisors and lead staff across multiple locations

• 1.Ensure all personnel meet licensing, certification, and training requirements
• 2.Oversee new hire onboarding, training completion, and OJT compliance
• 3.Track training records, certifications, and compliance deadlines
• 4.Prepare sites for client reviews and internal or external audits

• 1.Utilize timekeeping and workforce management systems (e.g., Track Tik, Salesforce, or similar platforms) for scheduling, reporting, and compliance tracking
• 2.Maintain accurate data entry, reporting, and documentation within client and internal systems
• 3.Demonstrate familiarity with physical security systems and tools, including access control, CCTV, alarm monitoring, and reporting platforms

• 1.Monitor officer performance, conduct coaching, and address corrective actions
• 2.Review incident reports and ensure timely follow up and escalation
• 3.Produce regular operational, staffing, and compliance reports for leadership and the client
• 4.Support implementation of updated processes, policies, and client specific requirements

Success in this position is measured across a few core KPIs. These include, but are not limited to the following:

• Client issue resolution time

• 5-7+ years of experience in private security operations account management, or site management, preferably in multiple sites and multi-state or global environment.
• Demonstrated account management for 100+ employee base, across all shifts in a 24/7 business
• Proficiency with workforce management and operational tools (e.g., Track Tik, Salesforce, or similar platforms)
• Experience leading system implementations, process improvements, and change management initiatives across diverse employee populations and operational teams.
• Skilled at conflict resolution, managing employee performance and demonstrated KPI achievement in large client service environment
• Working knowledge of security systems, including access control, CCTV, and alarm monitoring
• Prior experience supporting a technology company or corporate enterprise environment
• Strong understanding of compliance requirements, staffing models, and training oversight
• Excellent organizational, communication, and client management skills

As demonstrated through experience, training, and/or testing

• Primarily field based with frequent site visits across San Francisco
• Requires flexibility to support after hours or weekend operational needs as necessary
• Client facing role requiring professionalism, responsiveness, and sound judgment
• Ability to carry out multiple assignments concurrently.
• Strong skill in team development…