POSITION SUMMARY

The District Operations Manager (DOM) for the Washington & Oregon District at Narrow Security is a strategic leadership role responsible for overseeing security operations, client relationships, and team performance across sites in the Seattle, Tacoma, and Portland metro areas. This role manages guard coverage across two distinct client accounts, integrating operational excellence, client engagement, and team development to ensure service quality, contract compliance, and account growth. The DOM collaborates with Operations, HR, Training, and Business Development to drive performance, maintain high service standards, and foster client satisfaction while acting as a subject matter expert (SME) for the Pacific Northwest district and/or assigned vertical markets.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Support & Culture Manage and coordinate security operations across client sites in Seattle, Tacoma, and Portland to ensure consistent performance, operational efficiency, and compliance with client contracts and company objectives. Develop and manage schedules across both client accounts, collaborating with command center operations to align staffing with operational and client requirements while minimizing unbilled overtime. Monitor district KPIs, such as unbilled overtime, open shifts, incident trends, compliance metrics, and officer performance, proactively identifying and mitigating operational risks or deficiencies and leading incident response and escalation processes. Participate in investigations and performance reviews involving client feedback or operational issues at either client account. Ensure compliance with Washington State and Oregon legal, industry, and company standards across the district. Foster a service-first culture through proactive communication, recognition, and accountability, reinforcing Narrow Security's policies and standards across both client sites. Work with HR and Central Operations teams to ensure seamless employee onboarding and employee success, towards delivering exceptional client outcomes. Learning & Development Collaborate with Training and Operations to develop and implement district-specific onboarding, post-order reviews, and ongoing training programs for security officers and supervisors across the Seattle, Tacoma, and Portland sites. Mentor and develop field personnel, providing performance feedback, career advancement pathways, and strategies to improve retention. Analyze KPI and incident data to identify training gaps, recommending updates to training content (e.g., customer service, incident escalation, vertical-specific SOPs). Oversee comprehensive guard orientation programs tailored to district and site-specific requirements for each client account. Legal & Policy Maintain in-depth knowledge of client service agreements, deliverables, and SLAs for both client accounts, ensuring compliance with legal, industry, and company standards across Washington State and Oregon. Oversee incident response and escalation protocols, participating in investigations and performance reviews as needed. Safeguard confidentiality of sensitive client and employee information, maintaining accurate, audit-ready documentation. Ensure daily schedule accuracy and provide weekly confirmations to verify compliance with operational and client requirements. Financial Management (P&L) Manage district-level P&L levers, including labor mix, overtime, bill rates, margins, and scope creep across both client accounts, partnering with Operations and Finance for accurate budgeting and forecasting. Monitor district KPIs, incident trends, and staffing efficiency, implementing corrective actions to protect margins while meeting SLAs. Utilize workforce management systems (e.g., WinTeam, TrackTik) to optimize costs, manage schedules, and document service delivery. Minimize unbilled overtime through effective schedule management and maintain accurate personnel records. Business Development Identify upsell, cross-sell, and renewal opportunities through regular client engagements and site assessments across the Seattle, Tacoma, and Portland markets, collaborating with Business Development to execute close plans. Provide SME input on proposals, rebids, and retention strategies, ensuring alignment with client needs, KPIs, and staffing models. Share district market intelligence, including incident trends, staffing challenges, and Washington/Oregon regulatory changes, to enhance competitive positioning and account growth. Represent Narrow Security's value proposition to both client stakeholders, fostering trust and long-term partnerships. Subject Matter Expert (Vertical and Geography) Act as SME for the Washington & Oregon district and/or assigned verticals (e.g., Commercial Real Estate, Healthcare, Logistics, Education, Entertainment), tailoring SOPs, post orders, and training to specific needs. Advise clients on Washington State and Oregon regulations, risk profiles, incident patterns, and best practices, briefing internal teams to align staffing and training with vertical requirements. Represent Narrow Security at Pacific Northwest industry meetings and events, contributing to thought leadership and client education. Conduct site surveys across Seattle, Tacoma, and Portland to assess security needs, identify risks, and implement tailored measures to enhance safety and security.

QUALIFICATIONS

Bachelor's degree in Business Administration, Security Management, Criminal Justice, or a related field. 5-7 years of experience in a service-based or security industry, with at least 5 years in a leadership or account management role. Proven ability to manage multiple sites and client accounts across a multi-state district, coordinate complex schedules, and build strong client relationships. Exceptional interpersonal, verbal, and written communication skills. Strong leadership, conflict resolution, and decision-making capabilities. In-depth knowledge of financial performance, contract management, and operational efficiency. Proficiency in Microsoft Office and workforce management systems. Valid driver's license and willingness to travel extensively between Seattle, Tacoma, and Portland and throughout the Washington & Oregon district.

WORK ENVIRONMENT

Light conditions associated with day and night operations. Environments without controlled temperatures. Availability to respond to client issues and operational needs outside regular business hours across both client accounts.

KEY COMPETENCIES

Client Focus & Service Excellence Leadership & Team Development Strategic Communication & Influence Accountability & Results Orientation Problem Solving & Conflict Resolution Financial & Operational Management Adaptability & Decision Making

COMPENSATION & BENEFITS

Base salary: $86,500 annually. Performance-based bonuses.

Pay:

$86,500.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Professional development assistance Vision insurance

Work Location:

In person