Physical Security Operations Manager

Position Summary

The Physical Security Operations Manager is responsible for leading the daily operations of VectorUSA's Physical Security Services organization. This role oversees workforce planning, project execution support, operational processes, financial performance, field resource management, and continuous improvement initiatives to ensure projects are delivered safely, on schedule, within budget, and with exceptional customer satisfaction.

Working closely with Project Management, Engineering, Sales, Purchasing, Warehouse Operations, and Executive Leadership, the Operations Manager develops and implements operational strategies that maximize technician utilization, improve profitability, enhance customer satisfaction, and support the continued growth of the Physical Security business.

This position is responsible for creating a culture of accountability, operational excellence, continuous improvement, and employee development throughout the department.

Key Responsibilities

Operational Leadership

Lead the daily operations of the Physical Security department while ensuring consistent execution of company standards and operational objectives.

Develop workforce plans that maximize technician utilization, productivity, and profitability.

Manage departmental staffing requirements, workload balancing, and resource forecasting.

Monitor department performance using established Key Performance Indicators (KPIs).

Lead weekly operational planning meetings and collaborate with Executive Leadership.

Identify operational risks and develop mitigation strategies.

Drive a culture focused on accountability, quality, teamwork, and customer service.

Project Operations

Review project documentation including contracts, proposals, work orders, scopes of work, construction drawings, schedules, and specifications.

Lead project kickoff meetings to ensure operational readiness.

Coordinate manpower planning with Project Managers and Project Leads.

Coordinate material procurement with Purchasing and Warehouse Operations.

Monitor project schedules and proactively resolve manpower conflicts.

Support field operations by removing obstacles affecting project execution.

Coordinate project closeout activities with Operations and Project Management.

Financial Management

Monitor labor utilization and technician productivity.

Track project gross margins and operational profitability.

Review Work-In-Progress (WIP) reports and identify financial risks.

Develop labor forecasts based on backlog and upcoming projects.

Assist in departmental budgeting and executive reporting.

Monitor overtime utilization and recommend cost-saving improvements.

Resource Management

Develop and maintain technician schedules.

Forecast hiring needs and support recruiting, interviewing, onboarding, and retention.

Coordinate subcontractor utilization when internal resources are unavailable.

Ensure certifications and training remain current.

Leadership & Employee Development

Lead, coach, mentor, and develop Project Leads, Supervisors, Coordinators, and Technicians.

Conduct performance evaluations and career development planning.

Promote employee engagement and continuous professional development.

Process Improvement

Develop and continuously improve departmental processes and SOPs.

Standardize operational best practices.

Support optimization of ServiceNow and other business systems.

Lead continuous improvement initiatives.

Customer Success

Partner with Project Management to ensure successful project delivery.

Participate in customer meetings and resolve operational escalations.

Promote exceptional customer service.

Safety & Quality

Promote a culture of safety and OSHA compliance.

Support quality assurance initiatives.

Ensure compliance with company policies and industry best practices.

Additional Responsibilities

Perform other duties and responsibilities as assigned in support of departmental and organizational objectives.

Required Qualifications

Bachelor’s degree in business administration, Operations Management, Construction Management, Engineering, or equivalent experience.

Minimum 7 years of operations leadership experience in Physical Security, Low Voltage, Construction, or Technology Integration.

Minimum 5 years managing field operations and technical personnel.

Strong understanding of project financials including budgets, forecasting, labor utilization, gross margin, and WIP reporting.

Excellent leadership, communication, organizational, and analytical skills.

Proficiency with Microsoft Office Suite and Microsoft Project.

Ability to interpret construction drawings and specifications.

Preferred Qualifications

Experience in Physical Security Systems, Low Voltage Integration, Construction, Technology Services, or a related operational environment.

Experience using project management, ERP, workforce management, or service delivery platforms.

Demonstrated ability to lead process improvement initiatives and drive operational efficiency.

Knowledge of physical security technologies, including access control, video surveillance, intrusion detection, and integrated security platforms. (Verkada, Brivo, Eagle Eye, Wisenet Wave, Hirsch/Identiv, Avigilon, Milestone, Ocularis.)

Experience managing cross-functional teams and collaborating with Sales, Engineering, Project Management, and Executive Leadership.

Core Competencies

Operational Leadership

Strategic Planning

Financial Management

Workforce Planning

Customer Relationship Management

Continuous Improvement

Executive Communication

Team Development

Decision Making

Change Management

Success Measures

Technician utilization

Gross margin performance