Operations Director – Concierge & Security Services

Location: Brooklyn, NY (Headquarters Based)

Travel: Approximately 95%

Reports To: Chief Operating Officer (COO)

Compensation: $150k-$160k + Bonus

About the Opportunity

We are seeking a highly motivated and experienced Operations Director to lead and scale our Concierge & Security Services division. This leadership role is responsible for overseeing field operations, driving client satisfaction, ensuring compliance, developing high-performing teams, and building operational systems that support sustainable growth.

The ideal candidate is a hands-on leader who thrives in a fast-paced environment, excels at managing client relationships, and has a proven track record of building efficient, scalable service operations.

Key Responsibilities

Leadership & Team Development

Lead, coach, and develop Area Managers and field leadership teams.
Establish and improve operational policies, procedures, and best practices that enhance efficiency, consistency, and service quality.
Recruit, hire, train, and onboard management personnel as needed.
Conduct regular operational meetings and ensure accountability for action items.
Foster a culture of performance, professionalism, accountability, and continuous improvement.

Client Relationship Management

Build and maintain strong relationships with key client stakeholders.
Serve as a senior point of contact for operational concerns, service delivery, and account performance.
Conduct site walkthroughs and oversee new account implementations and service transitions.
Translate client expectations and scope-of-work requirements into clear operational plans.
Develop and manage account budgets while identifying opportunities to improve service delivery and profitability.
Resolve client concerns proactively to strengthen retention and long-term partnerships.

Operations & Compliance

Oversee daily field operations and provide regular updates to executive leadership.
Review and approve weekly payroll to ensure accuracy, compliance, and cost control.
Maintain compliance with applicable security, licensing, labor, and safety regulations.
Reduce operational risk through incident prevention, documentation, and corrective action processes.
Support licensing requirements, operational policies, and compliance initiatives across the division.

Process Improvement & Technology

Implement technology-driven solutions that improve visibility, accountability, and operational performance.
Develop and maintain Standard Operating Procedures (SOPs) for onboarding, inspections, training, and account management.
Utilize digital tools for quality assurance, reporting, inspections, and workforce management.
Support the rollout of inspection programs, training initiatives, reporting systems, and field accountability measures.

Growth & Business Development Support

Partner with sales and business development teams to support new client opportunities.
Identify upsell and cross-sell opportunities within existing accounts.
Provide operational expertise during presentations, proposals, and contract transitions.
Build the operational infrastructure necessary to support growth across new services, accounts, and geographic markets.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

Budget management and profitability improvement
Regulatory, licensing, and safety compliance
Client satisfaction and retention
Employee engagement, development, and retention
Operational efficiency and process improvements
Adoption of technology and reporting systems
Upsell and cross-sell revenue growth
Support of new contract wins and expansion efforts
Readiness and scalability of operational systems and team structures

Performance Targets

Maintain 90%+ client satisfaction
Achieve 95%+ client retention
Improve operational efficiency and profitability
Reduce incidents and compliance risks
Drive adoption of standardized operating procedures and reporting systems
Support sustainable growth without compromising service quality

Qualifications

Required Experience

3–5+ years of management or operations leadership experience.
Experience overseeing multi-site field operations, service teams, or security/concierge programs.
Proven success leading teams, improving processes, and managing client relationships.
Experience with payroll review, scheduling, workforce management, and operational reporting.
Familiarity with CRM systems, time-tracking software, inspection platforms, or workforce management tools.

Skills & Competencies

Strong leadership and team-building abilities.
Exceptional communication and relationship management skills.
High attention to detail with strong follow-through and organizational skills.
Professional, diplomatic, and solution-oriented approach.
Customer-service mindset with a commitment to excellence.
Strong project management and prioritization skills.
Ability to adapt quickly in a dynamic operational environment.
Knowledge of concierge and security operations is strongly preferred.

Why Join Us?

This is an opportunity to make a significant impact within a growing organization by shaping operations, developing teams, strengthening client relationships, and building the systems that support long-term success and expansion.

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Operations Director- Concierge & Security Services