VP of Operations

POSITION OVERVIEW

First Class Security, Inc. (FCS) is seeking an experienced Vice President of Operations to lead and oversee all operational activities across our entire security services business. This role is responsible for all the operations across both day and evening territories, ensuring consistent service delivery, team performance, and profitability. The VP of Operations will manage critical operational infrastructure, lead both management teams, and maintain the highest standards of safety, compliance, and customer satisfaction.

Key Accountability

You are responsible for every aspect of the 24 hour FCS operation, every single day. This includes scheduling, deployment, incident response, client relations, team performance, payroll accuracy, and revenue optimization.

PRIMARY RESPONSIBILITIES

Operational Leadership

Oversee all field operations including unarmed and armed security officer deployments, mobile surveillance unit leasing, and patrol vehicle operations across all client locations

Manage and supervise both AM and PM management teams, ensuring clear communication, accountability, and alignment with company strategy

Monitor 24 hour operations using Belfry software, reviewing timekeeping, GPS tracking, checkpoint compliance, and incident reports in real time

Establish and enforce standard operating procedures (SOPs) that ensure consistent service quality and safety across all territories and shifts

Scheduling and Resource Allocation

Create and manage shift schedules that meet client requirements, maximize officer utilization, and minimize overtime expense

Allocate security officers and mobile surveillance units to clients based on contract requirements, staffing levels, and operational priorities

Respond to staffing shortages and emergency deployment requests while maintaining quality and compliance standards

Client Relations and Account Management

Serve as the primary operational contact for key clients, addressing concerns, responding to requests, and ensuring contract compliance

Generate and deliver incident reports, patrol logs, and performance summaries that exceed client expectations

Identify opportunities to expand services within existing accounts and support sales efforts for new business development

Team Management and Development

Hire, train, and develop high performing security officers and management staff

Conduct performance reviews, provide coaching, and manage disciplinary actions when necessary

Foster a culture of safety, accountability, and continuous improvement across all teams

Ensure all compliance and licensing requirements are met, including background checks, training certifications, and state regulations

Financial and Administrative Management

Manage labor budgets, overtime, and payroll accuracy to maintain profitability

Track operational metrics including response times, incident resolution, client satisfaction, and revenue per contract

Prepare operational reports and forecasts for executive review

Work with accounting and billing teams to ensure accurate and timely invoicing to clients

Incident Response and Risk Management

Oversee incident reporting, investigation, and resolution across all shifts and locations

Implement corrective actions and process improvements to prevent future incidents

Manage security and safety protocols to protect company assets, employee safety, and client property

Coordinate with legal and insurance providers on compliance and liability matters

REQUIRED QUALIFICATIONS

Minimum 7 years of operations management experience in the security industry, law enforcement, or comparable field operations environment

Proven ability to manage multiple teams and oversee 24 hour operations

Strong leadership and people management skills with experience building and developing teams

Excellent written and verbal communication skills

Experience with workforce management software (Belfry or similar platforms a plus)

Strong understanding of security industry compliance, licensing, and regulatory requirements

Ability to work flexible hours including evenings, weekends, and on call availability

Valid driver's license and clean driving record

Willingness to obtain or maintain an armed security guard license (if not already held)

PREFERRED QUALIFICATIONS

Experience with mobile surveillance or advanced security technologies

Knowledge of Notion, HubSpot, or similar business management platforms

Military or law enforcement experience

CORE COMPETENCIES

Leadership: Ability to inspire, motivate, and hold teams accountable

Problem Solving: Quick decision making in high pressure situations

Attention to Detail: Ensures quality, compliance, and accuracy across operations

Customer Focus: Commitment to exceeding client expectations

Adaptability: Ability to thrive in a growing business with changing needs

LOCATION AND SCHEDULE

Nashville, Tennessee. This is a full time position requiring flexibility to respond to operational needs, including evening, weekend, and on call availability.