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Director, Monitoring Operations Jupiter, Florida Competitive with Great Benefits

Director, Monitoring Operations

Location: Jupiter, Florida |
Salary: Competitive with Great Benefits |
Posted: 21 Sep 2020 |
Closes: 21 Oct 2020 |
Job Type: Permanent & Full-time |
Business Unit: US Secure Solutions |
Region / Division: North America |
Reference: G4S/TP/L4016102/198008

Job Introduction:

Hiring Now!


The world's leading private security organization, G4S, has an immediate job opportunity for a Director of Operations in our Certified Risk Operations Center (ROC). The G4S ROC specializes in video verification and interactive event monitoring with voice down capabilities. The station augments our security guard forces by providing virtual tours and patrols, concierge, visitor management, and chaperoned and unattended delivery services. As the Director of Operations, you are accountable for all financial aspects of the station, including revenue growth, budgeting, and full P&L (profit and loss statement) responsibility.  The Director of Operations will provide shift-based team leadership, strategic program oversight, policy and procedure development, integration, and process implementation and improvement in security alarm monitoring. Additional areas of responsibility include call center support, technical support, service dispatching, and coordinating the allocation of resources amongst the teams.

G4S is a security provider for the United States government, fortune 500 companies, nuclear power plants, oil and gas companies, airport, ports, banks, hospitals, factories, warehouses, commercial facilities, residential communities and much more.

As a full time employee of G4S, you will be entitled to the following benefits:

  • Major Medical, Dental and Vision
  • Paid vacation
  • 401K
  • Opportunities for additional training to aid in your professional development

As an employee you will also be able to participate in the Promote Me! Community. Promote Me! is available to interested current employees as a way to express interest in further advancement, as well as gain information and encourage professional development.

Further, as a current employee you will be eligible to participate in large group rates for the following benefits:

  • Critical Illness
  • Accident Insurance
  • Whole Life Insurance
  • Individual Short-Term Disability
  • Pre-Paid Legal Services
  • Identity Theft Services
  • Pet Insurance

In addition, G4S provides benefits that are automatically available to all full or part-time employees, whether you enroll in a G4S insurance plan or not. And with no premiums to pay!

  • RxCut Pharmacy Discount Program
  • Doctor on Demand
  • Qualsight LASIK Savings
  • Perks at Work: G4S Employee Discount Program
  • Alliant Credit Union
  • Purchasing Power
  • Active & Fit: G4S Fitness Center Membership
  • FinFit: Financial Wellness Program
  • DailyPay: Access your pay when you need it

G4S offers job security, excellent pay and benefits, and career opportunities. We offer entry level careers, management careers, sales careers and executive careers across the United States and internationally.

Role Responsibility:

Specific Duties and Essential Functions

  • Management and oversight of the recruitment, selection, orientation, training, development and retention of high caliber staff; plans, assigns, and directs work; provide performance feedback, coach associates, and ensure disciplinary actions, as necessary; supports staff as appropriate in carrying out their respective responsibilities 
  • Conduct compliance audits to ensure G4S monitoring operations are performing in accordance with all contractual requirements
  • Respond on short notice (with assistance of Risk Operations Center) to client’s Corporate Risk needs 24/7 and ensure outstanding service is provided at all times
  • Work closely with the senior leadership team, sales, and operations to ensure that the center meets and exceeds its goals as it pertains to revenue, profit growth, and continuous improvement
  • Creates analytical reports to monitor the overall operations and performance of the center (e.g. Quantify Data, Trending KPI’s, etc.)
  • Initiate, coordinate, and assume responsibility for benchmarking against best-in-class programs; build and facilitate teamwork and partnerships and the implementation of progressive change
  • Ensure appropriate security management is apprised of all significant and unusual events in real-time, maintain appropriate documentation
  • Direct customer interaction; pre- and post-sales support, billing, and incident response
  • Investigate incidents and create accurate and timely incident reports, escalating to the appropriate persons as necessary
  • Manage regional financial performance in order to meet revenue and profit goals
  • Participate in training to enhance sales, operations, and administrative requirements
  • Set priorities for cross-functional teams
  • Take full ownership of P&L for the Monitoring Operations
  • Read, understand, and interpret financial statements or report

The Ideal Candidate:

Education, Licenses and Certifications Required

  • High school diploma or equivalent
  • Must possess one or more of the following:
    • Bachelor’s degree in Criminal Justice, Global Security and Intelligence, Homeland Security, Forensic Studies, or another related discipline
    • Four (4) years of experience in a Remote Video Monitoring and GSOC environment
  • Must possess the ability to meet and maintain any applicable licensing or certification requirements

Type and Length of Specific Experience Required

  • Must possess a minimum of ten (10) years of progressive experience in a high-volume alarm/video monitoring, corporate, or technical call center environment
  • Must possess a minimum of seven (7) years of supervisory/management experience
  • Work history must demonstrate each of the following:
    • Management experience in a security operations center that provides video-based remote guarding services
    • Management experience accountable for budget and P&L reporting
    • Experience with Microsoft Office, to include Word, Excel and Access
    • A strong aptitude for problem-solving
    • The ability to operate under stress, multi-task in a fast-paced environment, and work in a team atmosphere
    • The ability to learn, grasp, retain, and apply a variety of system, network, and security related concepts, information, and procedures
    • Understanding of security system technologies (alarms, video, and access control)

Skills Required

  • Proficient computer skills including Microsoft Office
  • Effective oral and written communication skills
  • Active listening skills
  • Ability to assess and evaluate situations effectively
  • Ability to identify critical issues quickly and accurately
  • Attention to detail


  • Must be at least 18 years old or the minimum age required by the state, if higher
  • Must be a U.S. citizen or a foreign citizen authorized to legally work in the United States
  • Must possess knowledge, experience, and understanding of the contract security industry
  • Must be highly organized/detail oriented
  • Must be willing and able to work a flexible schedule and sometimes extended schedule during crisis periods and remain on site until properly relieved
  • Must possess the ability to set priorities for cross-functional teams
  • Must possess the ability to define problems, collect data, establish facts, and draw valid conclusions
  • Must possess the ability to interpret a variety of technical instructions in mathematical or diagram form
  • Must possess the ability to read, understand, and interpret financial statements or reports
  • Must not use illegal drugs. Must be able to pass a drug test with negative results (except when undergoing documented medical treatment).
  • Must submit to an extensive background check, including criminal history, personal references, employment and education verifications, and Department of Motor Vehicle and credit checks if applicable
  • Must be able to provide, upon job offer, a DD214 discharge document with discharge status indicated, if prior military

Physical Requirements and Environment

Environment:  Office; minimal to no exposure to extreme temperatures is expected.

Major activity:  Working on PC while sitting. Telephone use

Physical efforts to carry out job duties:  Limited, to include some standing, bending, limited stretching and reaching.

About the Company:

EOE Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity

G4S is an Equal Opportunity/Affirmative Action Employer
and an Alcohol- and Drug-Free Workplace

G4S will consider qualified applications with criminal histories in a manner consistent with applicable federal, state, and local laws.

If you have any questions regarding Equal Employment Opportunity, Affirmative Action or Diversity and Inclusion, or have difficulty using the online system and require an alternate method to apply, please contact our Corporate Human Resources Department at (800) 506-6265.

To receive an update on your application status, please contact our local office by following this link:

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