Operations Manager

Calvis, Inc.; Austin (TX); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Calvis Inc. is seeking a senior operations leader to redesign how our ops function runs, acting as a trusted partner to the COO. You will streamline workflows across teams, strengthen our agency network, and own the metrics and dashboards that guide strategic decisions.

You will also shape processes for onboarding and retaining guards while maintaining high service levels. You thrive in startup environments, communicate clearly, and are unafraid to tackle problems with no existing playbook.

Qualifications

• 5-7 years of leadership experience.
• Proven ability to define processes from scratch and drive metrics.
• Experience in tech with offline/real-world components is a plus.

Responsibilities

• Keep trains running across teams and act as workflow conduit between departments.
• Improve value to agencies by building strong partnerships and onboarding processes.
• Build out onboarding, retention, and escalation processes for guards and agencies.
• Define and track operational metrics (CSAT, service levels, supply vs. demand) and dashboards.
• Prioritize operational fixes with product/engineering and document requirements.
• Find margin opportunities without compromising value delivered to agencies and guards.

Skills

Leadership

Process design

Problem-solving

Operational excellence

Communication

Cross-functional collaboration

Project management

Job description

About Calvis

• Calvis is making the physical security industry AI-native. Today the industry is outdated, fragmented, and runs on pen and paper. With Calvis, humans + AI work together to secure the world.
• Our marketplace connects businesses with vetted security guards who work every shift using our AI copilot. It briefs them, takes their reports, and helps them do a great job. Meanwhile, every shift generates data that continuously makes our AI better.
• Clients across the country, from critical infrastructure to manufacturing facilities, trust Calvis to help keep them safe.

Why join?

• We're growing fast, and there's a lot of ground to cover.
• We need someone senior enough to come in and rework how Ops runs.
• You'll work as a strategic thought partner to our COO, solving problems we don't have answers to yet, not executing a playbook that already exists.

The role

• Keep the trains running across teams. Be the workflow conduit between departments and hold both individuals and departments accountable.
• Help the supply team increase our value to agencies. We want agencies to prioritize Calvis and rely on us heavily, that means being a genuinely great partner to work with, not just another client on their roster.
• Build out the functionality and process to bring on net-new guards before we're scrambling for them, and make sure we're retaining the guards we already have.
• Drive quality, beyond the basics. We already track whether guards show up on time, you'll build the next layer: are they doing what the AI copilot instructed them to do (patrols, greeting at the door, etc.), and are we tracking and coaching against it.
• Grow and strengthen our agency network. Find creative ways to source, onboard, and retain agencies, and build a lightweight, high-ROI training protocol that reinforces good app usage across agencies and guards.
• Own the metrics that matter. Monitor and evolve the key dashboards as the business changes: CSAT, service levels, supply vs. demand, and whatever comes next.
• Find margin without cutting corners. Look for creative ways to expand margin while continuing to increase the value we deliver to agencies and guards.
• Be the escalation point. Make sure agency payouts go out on time, timesheets are properly reviewed, and you're the one agencies and customers can come to when something goes sideways.
• Work with the product engineering team to prioritize the most important operational fixes and spec them out properly so engineers can work on what matters most.

Who you are

• You've got 5-7 years of experience and real chops in leadership and problem-solving.
• You've defined processes from scratch and held yourself (and others) accountable to metrics.
• You've worked in tech, ideally somewhere with an offline, real-world component, so you understand what it's like when the product depends on people showing up and doing things correctly in the physical world.
• You're a doer, first and foremost.
• You're organized, detail-oriented, and bring a great attitude even when things are messy which, in a startup, they often are.
• You're cool under pressure. Things will go sideways. You don't get overwhelmed, you figure it out, and if you don't have what you need, you go get it.
• You communicate exceptionally well. You can dig into the root cause of a problem quickly and clearly articulate what needs to happen next.