Onsite Operations & Customer Success Lead

OPS Security Group; Philadelphia (Philadelphia County); On-site; USD 65,000 - 90,000; Full time

Job summary

OPS Security Group is seeking a Customer Success Manager to lead day-to-day service delivery across multiple sites in Philadelphia. You will oversee front-line staff and OICs, ensuring timely client communications and strict adherence to schedules and payroll processes.

The role requires 2+ years of supervisory experience, 4+ years in customer-facing roles, and an Associates or higher degree. Travel within Philadelphia is required as part of daily operations.

Qualifications

• Associates or better.
• 2 years: Supervisor/management experience leading teams of 5+.
• 4 years: Experience in customer facing roles.

Responsibilities

• Oversee and manage front-line staff and OICs assigned to the portfolio.
• Maintain daily contact with onsite client representatives and respond within one hour during business hours.
• Hold bi-weekly coaching sessions with OICs with a site-specific agenda.
• Hold monthly town hall meetings with site teams in partnership with the OIC.
• Own payroll accuracy by approving timecards weekly and annotating variances.

Skills

Staff management

Client relations

HubSpot

Calendar management

Payroll accuracy

Scheduling

Training

Education

Associates degree

Tools

HubSpot

Base44

CuroShift

ESSL

Google Calendar

Job description

OPS Security Group is seeking a Customer Success Manager to lead day-to-day service delivery across multiple sites in Philadelphia. You will oversee front-line staff and OICs, ensuring timely client communications and strict adherence to schedules and payroll processes.

The role requires 2+ years of supervisory experience, 4+ years in customer-facing roles, and an Associates or higher degree. Travel within Philadelphia is required as part of daily operations.