Operations Manager, Shift Lieutenant

Partner's Healthcare; Boston (MA); On-site; USD 71,000 - 103,000; Full time

Job summary

Mass General Brigham in Boston is seeking an experienced security operations supervisor to oversee evening shifts and manage a team of Security Supervisors and Officers. The role focuses on protecting patients, staff, and visitors while coordinating patrols, dispatch, and incident response.

Ideal candidates bring SSPO certification, 3+ years of supervisory hospital security experience, and strong leadership, investigations, and policy-compliance skills.

Qualifications

• SSPO certification is required or preferred.
• Minimum of 3 years in a supervisory security role in a hospital or related setting.
• Experience managing security personnel, schedules, and operations.
• Knowledge of security policies, incident response, investigations, and regulatory compliance.
• Experience with discipline, coaching, hiring, and performance management.

Responsibilities

• Supervise Security Supervisors and Security Officers.
• Oversee all shift operations, patrol, dispatch, concierge, and off-site locations.
• Make recommendations regarding hiring, promotion, transfer, and termination.
• Administer corrective and disciplinary actions.
• Ensure compliance with hospital policies and laws.
• Manage training and certification programs.
• Assist with payroll and operational audits.
• Act as department representative on committees and during leadership absences.

Skills

SSPO certification

3+ years supervising security teams

Experience managing security personnel

Knowledge of security policies

Incident response

Investigations

Regulatory compliance

Employee discipline & coaching

Hiring & performance management

Leadership & team management

Decision-making under pressure

Conflict resolution & de-escalation

Incident command & emergency response

Report writing & documentation

Training & staff development

Healthcare security awareness

Education

Associate's degree in Criminal Justice

Bachelor's degree in Criminal Justice or related field

Job description

Site: The Brigham and Women's Hospital, Inc.Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

40 hour evenings

Required Qualifications

• SSPO certification (appears to be a stated requirement/preference).
• At least 3 years of supervisory experience in the security industry.
• Experience managing security personnel, schedules, and operations.
• Knowledge of security policies, incident response, investigations, and regulatory compliance.
• Experience with employee discipline, coaching, hiring, and performance management.

Highly Preferred Qualifications

• Hospital or healthcare security experience.
• Experience working in environments involving patient interaction and patient safety.
• Familiarity with healthcare regulations, visitor management, and emergency response in medical settings.

Leadership Responsibilities

• Supervising Security Supervisors and Security Officers.
• Overseeing all shift operations, including patrol, dispatch, concierge, and off-site locations.
• Making recommendations regarding hiring, promotion, transfer, and termination.
• Administering corrective and disciplinary actions.
• Ensuring compliance with hospital policies and applicable laws.
• Managing training and certification programs.
• Assisting with payroll and operational audits.
• Acting as a department representative on committees and during leadership absences.

Skills the Employer Is Looking For

• Strong leadership and team management.
• Decision-making under pressure.
• Conflict resolution and de-escalation.
• Incident command and emergency response.
• Report writing and documentation.
• Training and staff development.
• Healthcare security awareness.

Does the Position Require Patient Care?

The posting states "Yes", but based on the duties listed, this likely means the role involves interaction with patients and supporting a safe patient environment rather than providing direct clinical care. Confirming this during the interview process would be advisable.

Ideal Candidate Profile

• SSPO certification.
• 3+ years supervising security teams.
• Prior hospital or healthcare security experience.
• Experience managing multiple supervisors and officers across shifts.
• Strong knowledge of emergency management, investigations, and employee relations.

Minimum Qualifications

• Education Path: Associate's degree in Criminal Justice or a related field (required).
• Bachelor's degree in Criminal Justice or related field (preferred).

Experience Substitution

• The posting explicitly states that experience can substitute for a degree.
• A candidate with 5+ years in security, law enforcement, or military and 3+ years in a supervisory role would meet the minimum experience requirements even without a degree.

Competitive Candidate Profile

• Hospital or healthcare security experience.
• SSPO certification.
• 10+ years in security, law enforcement, or military service.
• 5+ years supervising security personnel.
• Experience managing supervisors, not just officers.
• Experience with investigations, workplace violence, de-escalation, and emergency management.
• Report writing and incident documentation experience.

What They're Really Looking For

• Reading between the lines, the hiring manager is looking for someone who can function as:
• Operations supervisor
• Shift commander
• Incident commander during emergencies
• Investigator
• Staff manager
• Trainer
• Customer service leader

Areas That Will Likely Be Discussed During an Interview

• Leadership
• Handling poor employee performance
• Conducting discipline and corrective action
• Managing multiple supervisors
• Emergency Response
• Active threats
• Workplace violence
• Missing patients
• Medical emergencies
• Fire alarms and evacuations
• Investigations
• Gathering statements
• Reviewing evidence
• Writing reports
• Interviewing witnesses and suspects
• Healthcare Environment
• Interacting with patients in crisis
• Behavioral health incidents
• De-escalation techniques
• Balancing security with customer service

Overall Assessment

This is not an entry-level supervisor position. It is targeted at someone with a substantial security background who can manage an entire shift's operations and personnel while remaining capable of physically responding to emergencies. A candidate coming from: Hospital security, Campus/public safety, Law enforcement supervision, Military police/NCO leadership, Large corporate security management,

Additional Job Details (if applicable)

This physical assessment is designed to verify that a hospital security operations supervisor can safely respond to emergencies, assist patients and staff, and perform physically demanding tasks that may arise during incidents.

What the Test Is Measuring

3-Minute Step Test
Cardiovascular fitness and recovery
Moderate aerobic endurance
Step, Bend, and Crawl
Mobility, agility, coordination
Moderate flexibility and movement
Stretcher Carry
Ability to assist with patient transport
Lower-body and core strength
Pull and Drag
Ability to move an unconscious person or heavy object
Significant upper-body and leg strength
Balance Walk
Stability and coordination
Basic balance
Stair Climb
Emergency response capability
High cardiovascular demand

Most Challenging Components

For many candidates, the hardest parts tend to be:

• Stair Climb
• Pull and Drag

What This Says About the Position

This is not a desk-based supervisory role. Even though you'll be supervising security operations, the hospital expects supervisors to: Respond personally to emergencies, Assist with violent or combative individuals, Help transport patients when necessary, Run to incidents, Physically intervene during emergencies.

Remote Type

Onsite

Work Location

10 Vining Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Evening (United States of America)

Pay Range

$70,990.40 - $103,230.40/Annual

Benefits

• We offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement

We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.