Director of Operations - EPS

Company Overview:

Elevate your security career with Allied Universal Enhanced Protection Services, a global leader in security and threat mitigation. We specialize in risk consulting, executive protection, intelligence, investigations, and emergency response, offering exciting career opportunities for professionals passionate about security and safety. Join our innovative team committed to excellence in the security industry and make a meaningful impact. Explore key roles, such as executive protection agents, intelligence analysts, armed security operatives, x-ray screeners, and security consultants.

Our risk and consulting group, under Allied Universal Enhanced Protection Services is hiring a Director of Operations. The Director of Operations is a leadership support role for the Threat, Disaster and Emergency Response division of RACS. The Director is responsible for the management of the Emergency Response Center (ERC) Team providing temporary immediate service to our client.

RESPONSIBILITIES:

* Manage a team of operators to ensure all client requests are secured and processed per standard protocol and meet the expectations

* Ensure client satisfaction and respond to any and all customer issues/concerns in a timely manner

* Report on the metrics of the ERC team to include fill times, fill rates, cancellations, work order accuracy, volume of requests and misses in coverage

* Maintain site coverage at all times; track requests to ensure site coverage; respond to emergency situations, call-offs, and absences to ensure that client sites have coverage; act as call in center for remote posts

* Ensure that accurate timekeeping, payroll, and billing data is posted in automated payroll and billing system; verify billing and payroll reports and ensure that responsible supervisors or managers correct discrepancies; interface with accounts receivable and payroll departments to make corrections as necessary

* Hold margins at or above 23% and payroll/billing accuracy to 98% or better in accordance with company standards; track and report margin and current payroll/billing accuracy to senior management on a weekly basis

* Manage emergency security operations by monitoring phone and email channels, dispatching unarmed, armed, and law enforcement personnel nationwide, and providing 24/7 staff and client support

* Serve as the primary liaison with clients, Operations Managers, active law enforcement, and subcontractors to coordinate scheduling, resolve staffing, training, billing, payroll, and performance issues, and ensure contractual compliance

* Ensure operational readiness by maintaining adequate operator staffing year‑round, reviewing regional and global monitoring capabilities, and supporting the implementation of new technologies as needed

* Oversee end‑to‑end documentation of client requests, from initiation through completion, including coordination with accounting for accurate billing and payroll processing

QUALIFICATIONS (MUST HAVE):

* Must possess one or more of the following:

* Bachelor's degree in Business, Criminal Justice, or related field of study with a minimum of third (3) years of professional-level security management experience

* Associate's degree in Business, Criminal Justice, or related field of study with a minimum of five (5) years of professional-level security management experience

* High School diploma or equivalent with a minimum of seven (7) years of professional-level security management experience

* Minimum of three (3) years of professional-level security management experience

* Experience in management of high volume, multi-faceted service team

* Proficient in Microsoft applications (Outlook, Word, Excel, Power Point)

* Understanding of emergency security operations

* Demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines

* Ability to maintain professional composure when dealing with unusual circumstances; ability to multitask with strong attention to detail

* Demonstrated knowledge of mathematical concepts including computation of rates, ratios, percentages, averages, and reconciliation

* Demonstration of…