Onsite Operations & Customer Success Lead

OPS Security Group LLC; Philadelphia (Philadelphia County); On-site; USD 70,000 - 100,000; Full time

Job summary

OPS Security Group LLC is seeking a Customer Success Manager to lead day-to-day site operations across assigned portfolios in Philadelphia. The role requires direct supervision of front-line staff and OICs, maintaining daily contact with onsite client representatives, and ensuring shifts run to standard.

The CSM will conduct bi-weekly coaching with OICs, host monthly town halls, and manage payroll and scheduling processes while ensuring compliance with client expectations and corporate standards.

Qualifications

• Associates degree or higher is required.
• 2 years: supervisor/management experience leading teams of 5+ people.
• 4 years: experience in customer-facing roles.
• Willingness to travel within Philadelphia.
• Strong communication and organizational skills with prompt responses to client inquiries.

Responsibilities

• Oversee and manage front-line staff and OICs assigned to the portfolio, serving as direct supervisor for day-to-day site operations.
• Maintain daily contact with onsite client representatives and respond to all communications within one hour during business hours.
• Hold bi-weekly coaching sessions with OICs using a mission-oriented, site-specific agenda, tracked in HubSpot.
• Hold monthly town hall meetings with site teams, in partnership with the OIC.
• Own payroll accuracy by approving timecards and ESSL requests weekly by noon on Mondays, ensuring budgeted hours are not exceeded.

Education

Associates or better

Job description

OPS Security Group LLC is seeking a Customer Success Manager to lead day-to-day site operations across assigned portfolios in Philadelphia. The role requires direct supervision of front-line staff and OICs, maintaining daily contact with onsite client representatives, and ensuring shifts run to standard.

The CSM will conduct bi-weekly coaching with OICs, host monthly town halls, and manage payroll and scheduling processes while ensuring compliance with client expectations and corporate standards.