Director of Operations - EPS
Allied Universal, Richardson, TX, United States
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 strong customer service orientation required, with ability to effectively resolve client issues in a professional and service‑focused manner
Ability to understand and provide instructions in written, oral, diagrammatic, or schedule form; ability to write logs and reports
Planning, organizing, and leadership skills
Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures
PREFERRED QUALIFICATIONS (NICE TO HAVE)
Proficient in using Smartsheets application
BENEFITS
Medical, dental, vision, retirement plan, basic life, AD&D, and disability insurance
Eight paid holidays annually, five sick days, and four personal days
Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law
#LI-26
Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com
If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.
#J-18808-Ljbffr
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 strong customer service orientation required, with ability to effectively resolve client issues in a professional and service‑focused manner
Ability to understand and provide instructions in written, oral, diagrammatic, or schedule form; ability to write logs and reports
Planning, organizing, and leadership skills
Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures
PREFERRED QUALIFICATIONS (NICE TO HAVE)
Proficient in using Smartsheets application
BENEFITS
Medical, dental, vision, retirement plan, basic life, AD&D, and disability insurance
Eight paid holidays annually, five sick days, and four personal days
Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law
#LI-26
Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com
If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.
#J-18808-Ljbffr