Description

Job Description

Operations Manager, Physical Security Operations Center

Dedicated Enterprise Account • Santa Monica, California

Location

On-site - Santa Monica, California

Employment type

Full-time, exempt. Dedicated to one client account.

Salary range

$100,000 - $125,000 annually

Entity

M1 Global - part of the Specialized family of brands

The Role

You run the console floor. Alarm monitoring, video verification, dispatch, access control administration and the security service queue all run to published service levels, and you own whether those numbers are met. The center operates 24/7/365 with shift leads supervising operators at a one-to-two ratio and carrying no routine queue of their own.

Your accountability extends to a second operations center in Europe covering EMEA and Asia-Pacific, which also provides failover for Santa Monica. A subcontracted partner employs and locally manages that team, so you do not supervise them day to day. You own the standard they run to, their service level performance, quality sampling, escalation and the load transfer between the two centers.

You set procedure conformance inside the center and you own the console's side of every field interface. The client holds the guard force contracts and the regional security manager relationships; your job is to make the coordination between them and the console work. Each has a named point of contact in your center, published in the procedure library and not rediscovered during an incident.

Coverage is a partnership. M1 Global's Fusion Centers build the schedule, work call-outs and manage relief across every M1 Global contract, and a Workforce and Scheduling Analyst is dedicated to this account. You set the post requirements and qualification standards they staff against, confirm the floor is covered to that standard, and escalate when it is not. A shift does not start short, and the client is never asked to solve a staffing problem or approve overtime.

Key Responsibilities

Console Operations
• Own alarm handling, video verification, dispatch and the security service request queue against published response targets.
• Own access control and badge administration as a dedicated function - request turnaround, deactivation timeliness, monthly reconciliation, and authorization compliance that must be one hundred percent.
• Manage the operating floor as a working environment: console readiness, system status, radio discipline and shift turnover.

Service Level Ownership
• Own operator-side measures including alarm acknowledgement, dispatch time, video verification rate, documentation accuracy, ticket service level attainment and schedule adherence.
• Notify the client of any minimum-staffing breach in real time, with a written explanation inside 24 hours and root cause inside two business days.
• Run root cause analysis on repeat misses and drive the fix rather than the explanation.
• Own the operational interface into the subcontracted European center - service level performance, quality sampling, escalation and load transfer. Local management of that team rests with the partner; the standard it delivers against is yours.

Procedure Conformance and Documentation
• Own procedure conformance on the floor and keep post orders, escalation matrices and call trees current.
• Enforce documentation written during the incident, not reconstructed after it - timestamped action log, disposition, responder identity, authorization for restricted actions, handoff status at shift change. Shift leads quality-check every priority-one and priority-two record before shift close, and a failed record is corrected before the shift ends.

Field Coordination
• Maintain the console's interface record for every guard vendor at every location - radio channel, dispatch protocol, escalation contact and post orders - reviewed quarterly. The client holds the vendor contracts; M1 Global maintains the operational interface.
• Coordinate joint quarterly exercises with each guard vendor covering dispatch, radio protocol and escalation.
• Serve as the named console point of contact for the client's regional security managers and local security teams, and keep that contact list current.

Shift Leadership and Coverage
• Lead, develop and hold accountable the shift leads across all three shifts.
• Partner with the dedicated Workforce and Scheduling Analyst in the M1 Global Fusion Center on schedule construction, absence and call-out coverage. The Analyst works the relief list so the on-duty shift lead does not; you define the post requirements and qualification standards they staff against.
• Verify the floor is covered to the staffing model every shift, and escalate coverage gaps and overtime exposure rather than absorbing them on the floor.

Incident Escalation
• Own escalation decision quality on the floor and coach it in the moment.
• Coordinate the console response during declared incidents and crisis activations.
• Own the operations side of the handoff from the intelligence function - acknowledgement, action taken and closure. Handoff quality is measured and reported monthly.

Required Qualifications
• Experience: Five or more years in a command center, corporate security operations center, public safety dispatch or emergency communications center, including three years supervising operators or dispatchers in a 24/7 operation.
• Service levels: Demonstrated ownership of measured response and documentation targets. You have been accountable for the numbers, not just present when they were reported.
• Platforms: Hands-on administration of an enterprise access control platform (LenelS2 OnGuard or comparable) including access review and reconciliation, plus working proficiency with an enterprise video management system (Milestone or comparable) including alarm-to-camera correlation and video verification.
• Coverage: Experience running a round-the-clock post schedule in partnership with a centralized workforce or scheduling function - setting post requirements, verifying coverage and escalating gaps. Having personally built the schedule is not required.
• Incident command: Practical incident command and escalation judgment under simultaneous load.
• Education: High school diploma or equivalent required.
• Eligibility: Authorized to work in the United States. Able to pass background, drug and client-required security screening.

Preferred Qualifications
• Certifications: APCO or NENA public safety telecommunicator training. Emergency Medical Dispatch. ASIS Physical Security Professional (PSP). ASIS Certified Protection Professional (CPP).
• Scale and managed service: Console operations across a multi-site or multi-region portfolio, including holding a subcontracted or outsourced partner to defined service levels and quality standards without directly supervising its staff.
• Field coordination: Experience coordinating console operations with contract guard vendors and field security teams that the operations center does not direct.
• Environment: Prior corporate global security operations center leadership in technology, media or another high-visibility enterprise environment.
• Bachelor's degree from an accredited college or university.
• Languages: Professional working proficiency in a second language.

Key Competencies

Console Operations

Service Level Ownership

Escalation Judgment

Coverage Assurance

Procedure Discipline

Field Coordination

Supervisor Development

Documentation Rigor

Composure Under Load

Work Environment
• On-site at a client physical security operations center in Santa Monica, California. This is an embedded role - you work inside the client's operation, in their systems and their workspace, under M1 Global.
• Full-time, aligned to a 24/7/365 operation, with flexibility to observe and support day, swing and overnight shifts.
• Operational accountability for the subcontracted European center, whose day-to-day management rests with the partner locally. Some early-morning overlap with European hours. Minimal to no travel.
• This role does not perform intelligence collection, assessment or protective intelligence case work. Those functions sit in a separate service area with a separate supervisory chain. Personnel are separated; information is not, and you own your side of the handoff between them.
• M1 Global operates the security operations centers. Guard force contracts, vendor relationships, security policy, escalation authority and investigations remain with the client, while schedule construction, call-out coverage and relief staffing are delivered by M1 Global's Fusion Centers. This role coordinates with all of them; it directs none of them and does not carry the scheduling function.
• M1 Global is the employer of record. You are assigned to a single client program and work on no other M1 Global account.
• Employment is contingent on background, drug and client-required security screening. Authorization to work in the United States is required; visa sponsorship is not available for this position.

Certification Requirements After Hire

M1 Global funds and schedules these credentials. Each is a condition of continued assignment once its clock expires. Candidates who already hold them are preferred.
• Mass notification and visual command platform operator certification within 90 days.
• Enterprise access control platform vendor training with documented proficiency assessment within 90 days.
• CPR, First Aid and AED certification before first unsupervised floor coverage, maintained current.

Compensation

$100,000 - $125,000 annually

The posted range is the salary scale M1 Global reasonably expects to pay for this position, published in accordance with California Labor Code section 432.3. Actual placement within the range depends on experience, credentials held at hire and internal equity. Compensation includes M1 Global's standard employee benefits package.