Operations Manager, Physical Security Operations Center

• Location Main,Santa Monica, CA, 90404,United States
• Base Pay $ - $ / Year
• Job Category Security, Leadership, Dispatch
• Industry Physical Security, Operation Center, Tech
• Employee Type Exempt
• Required Degree High school
• Travel 15%
• Manage Others Yes

• Email

Job Description

Operations Manager, Physical Security Operations Center

Dedicated Enterprise A ccount
· Santa Monica, California

On-site — Santa Monica, California

Full-time, exempt. Dedicated to one client account.

$100,000 – $125,000 annually

M1 Global — part of the Specialized family of brands

Since 1994, M1 Global has grown from a local security provider to the trusted security partner of Fortune 500 companies worldwide. We build security programs for complex enterprise environments — from loading docks to data centers, headquarters to event venues — powered by Aurix ™, our proprietary automation platform that pairs skilled specialists with proven processes for industry-leading prevention, detection and reporting.

Wherever and however our clients operate , we integrate.

Protecting the companies that power the world.

You run the console floor. Alarm monitoring, video verification, dispatch, access control administration and the security service queue all run to published service levels, and you own whether those numbers are met. The center operates 24/7/365 with shift leads supervising operators at a one-to-two ratio and carrying no routine queue of their own.

Your accountability extends to a second operations center in Europe covering EMEA and Asia-Pacific, which also provides failover for Santa Monica. A subcontracted partner employs and locally manages that team, so you do not supervise them day to day. You own the standard they run to, their service level performance, quality sampling, escalation and the load transfer between the two centers.

You set procedure conformance inside the center and you own the console's side of every field interface. The client holds the guard force contracts and the regional security manager relationships; your job is to make the coordination between them and the console work. Each has a named point of contact in your center, published in the procedure library and not rediscovered during an incident.

Coverage is a partnership. M1 Global's Fusion Centers build the schedule, work call-outs and manage relief across every M1 Global contract, and a Workforce and Scheduling Analyst is dedicated to this account. You set the post requirements and qualification standards they staff against, confirm the floor is covered to that standard, and elevate when it is not. A shift does not start short, and the client is never asked to solve a staffing problem or approve overtime.

• Own alarm handling, video verification, dispatch and the security service request queue against published response targets.
• Own access control and badge administration as a dedicated function — request turnaround, deactivation timeliness, monthly reconciliation, and authorization compliance that must be one hundred percent.
• Manage the operating floor as a working environment: console readiness, system status, radio discipline and shift turnover.
• Own operator-side measures including alarm acknowledgement, dispatch time, video verification rate, documentation accuracy, ticket service level attainment and schedule adherence.
• Notify the client of any minimum-staffing breach in real time, with a written explanation inside 24 hours and root cause inside two business days.
• Run root cause analysis on repeat misses and drive the fix rather than the explanation.
• Own the operational interface into the subcontracted European center — service level performance, quality sampling, escalation and load transfer. Local management of that team rests with the partner; the standard it delivers against is yours.

• Own procedure conformance on the floor and keep post orders, escalation matrices and call trees current.
• Enforce documentation written during the incident, not reconstructed after it — timestamped action log, disposition, responder…