Security Operations Specialist

The Security Account Manager is responsible for overseeing assigned client accounts and ensuring the delivery of high-quality security services. This role serves as the primary point of contact for clients, manages security personnel, ensures compliance with company policies and state regulations, and works to maintain strong customer relationships through exceptional service and proactive communication., * Serve as the primary liaison between clients and the company.

• Build and maintain strong relationships with assigned accounts.
• Conduct regular site inspections and quality assurance audits.
• Recruit, interview, onboard, train, and evaluate security officers.
• Schedule personnel and ensure all shifts are adequately staffed.
• Respond promptly to client requests, emergencies, and service issues.
• Investigate incidents and ensure accurate incident reports are completed.
• Coach and mentor supervisors and security officers to maintain high performance.
• Ensure compliance with company policies, client post orders, and applicable federal, state, and local regulations.
• Monitor employee attendance, appearance, professionalism, and performance.
• Coordinate with Dispatch and Operations to address staffing shortages and emergency coverage.
• Assist with payroll verification, timekeeping, and invoice support.
• Develop corrective action plans for performance or service deficiencies.
• Identify opportunities to expand services within existing accounts.
• Participate in client meetings, business reviews, and contract renewals.
• Maintain all required documentation, licenses, certifications, and personnel records., This position is a combination of office work and field operations. Frequent travel between client locations is required. The Security Account Manager must be available to respond to urgent operational issues, staffing emergencies, and client concerns outside of normal business hours.

Performance Expectations

Success in this position is measured by:

• High client satisfaction and account retention
• Contract compliance and quality assurance scores
• Employee retention and engagement
• Timely staffing of all assigned posts
• Reduction in client complaints and incidents
• Accurate reporting and documentation
• Achievement of operational and financial goals

Reports To

Operations Manager or Director of Operations

• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum of 3 years of security management or account management experience.
• California BSIS Guard Card required.
• California BSIS Exposed Firearm Permit (preferred if managing armed accounts).
• Valid California driver’s license with a clean driving record.
• Strong leadership and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Proficiency in Microsoft Office and scheduling software.
• Ability to work flexible hours, including evenings, weekends, and holidays, as business needs require.

Knowledge, Skills, and Abilities

• Leadership and team management
• Customer service and client relationship management
• Scheduling and workforce planning
• Security operations and risk assessment
• Incident investigation and report writing
• Problem-solving and decision-making
• Time management and organization
• Budget awareness and cost control
• Excellent communication and presentation skills

Physical Requirements

• Ability to stand, walk, and inspect client sites for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to drive between multiple client locations.
• Ability to respond to emergencies at any hour when on call.