Security Operations Manager - Green Bay, WI

tsg; Green Bay (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

Titan Security in Green Bay, WI is seeking an Operations Manager to supervise daily security operations and collaborate with HR to deliver Best-In-Class service to clients and staff.

You will lead recruiting, scheduling and training efforts, maintain client relationships, and report to senior management while ensuring staffing and performance standards across Titan sites.

Qualifications

• Bachelor's Degree Preferred and 2 years prior satisfactory employment as a security officer or in a customer service position.
• Experience in a heavy volume call center preferred.
• Must be at least 21 years of age.
• Ability to acquire and maintain a Wisconsin Private Security License, including state accredited training requirements.
• English reading, writing, speaking; bilingual considered a plus.

Responsibilities

• Build, improve and maintain relationships with clients and employees.
• Report operational matters to Portfolio Manager or senior management.
• Develop schedules to minimize overtime within WinTeam.
• Recruit and develop the workforce; direct recruiting for open positions.
• Coordinate training requirements for staff with HR/Portfolio Management.
• Ensure quality customer service and effective site management.

Skills

Team leadership

Security operations

Scheduling & planning

Recruiting

HR coordination

Customer service

Communication

Education

Bachelor's Degree Preferred

2+ years security/customer service experience

Tools

WinTeam

Microsoft Office

Job description

Titan Security is built on serving our clients and building careers - just like yours. We are trusted by some of the most well-known companies and properties in the country while remaining dedicated to building personalized security solutions that solve the needs of every customer we support. Named as a nationally recognized Top Workplace in 2024 and 2025 by USA Today, Titan's customized approach to security services will provide you with the opportunity to learn, grow and succeed. Our core values of being Unified, Transparent, Innovative, Committed and Accountable help us in providing unparalleled service and support in all that we do. If you are looking for a meaningful career, a culture of excellence, and the ability to make a difference, we want to talk to you!

The Operations Manager reports to the VP Of Operations and is primarily responsible for supervising the day to day security operations out of the Titan Green Bay area. Additionally, the Operations Manager will work directly the HR department to ensure Titan Security provides "Best-In-Class service" to our clients and our staff.

Responsibilities include but are not limited to:

• Build, improve, and maintain effective relationships with both client and employees.
• Report all operational matters directly to the Portfolio Manager and/or members of senior management.
• Responsible for establishing, maintaining and reviewing schedules to minimize company overtime within WinTeam.
• Responsible for the recruitment and ongoing development of the workforce.
• Perform direct recruiting and sourcing activities for open positions.
• Assist Director of Portfolio Management with annual training requirements for all staff.
• Build, improve and maintain effective relationships with both client and employees.
• Report all operational matters directly to the Director of Portfolio Management and/or members of senior management.
• Coordinate necessary support services to effectively manage client sites to meet or exceed financial and operational goals and provide quality customer service
• Handle any escalated security issues or emergency situations appropriately
• Conduct annual reviews on site staff and Field Supervisors.
• Monitors the quality of staff performance including review of disciplinary actions, recommendations for suspension or termination as well as ensuring a regular performance appraisal program for all staff
• Clearly and accurately record reported data such as call-offs, tardies, emergencies, unusual occurrences, and malfunctioning of equipment.
• Coordinates and documents performance tracking of all staff personnel
• Maintain and ensure the integrity of personnel files and workforce management systems working with Account Managers and HR department, as necessary
• Support HR department in review of involuntary terminations including coordinating and conducting exit interviews, assisting with unemployment claims, union grievances and appeals
• Supports Director of Portfolio Management and HR in hiring, training and on-boarding
• Explain company personnel policies, benefits, and procedures to all staff and job applicants
• Compile and prepare reports and documents pertaining to personnel activities and account trends
• Prepare correspondence and memos as needed
• Responsible for tracking company equipment in the field including technology, vehicles, etc. and ensuring company equipment is utilized in accordance with applicable policies
• Stays current on federal, state guidelines relative our services
• Supports the organization's culture, processes, practices and systems to ensure that all employees are given the opportunity to contribute to the business goals of the company and its clients
• Flexible schedule to meet the needs of the business which includes weekends and evenings.
• Other duties as assigned

Due to the nature of this assignment, special attention is paid to those candidates that are able to successfully demonstrate: A work history illustrating a progressively increasing security/customer service related skill sets and responsibilities with an emphasis in a supervisory capacity work, communication center protocol, knowledge of security operations, in addition to an advanced level computer proficiency/technological skills, specifically as it relates to established physical security needs.

Having any, or a combination of the above listed attributes may increase your chances of selection

Qualifications:

• Education and/or Experience: Bachelor's Degree Preferred and 2 years prior satisfactory employment as a security officer or in a customer service position. Experience in a heavy volume call center preferred.
• Must be at least 21 years of age.
• Certificates, Licenses, Registrations: Ability to acquire and maintain a Wisconsin Private Security License, including state accredited training requirements.
• Language Skills: Must have the ability to read, write, speak, and understand English. Bi-lingual considered a plus.
• Computer Skills: Proficiency with Microso