Operations Manager - Protective Monitoring & Response

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

The Operations Manager for Remote Monitoring & Response will oversee daily activities within Crisis24 Private Strategic Group's (PSG) remote monitoring center in Dallas, Texas. This leadership role ensures operational excellence, the consistent delivery of AI-backed and human-assessed monitoring outputs, and strict alignment with PSG's high standards of performance and discretion. The Operations Manager will lead a dedicated team of operators, coordinate incident response workflows, and drive performance metrics across a 24/7 global environment. The position requires a proven leader experienced in command center operations, team development, and customer service excellence. This role is pivotal in establishing and developing a new operational team, requiring an individual with combined expertise in operations management, business administration, and client engagement. The ideal candidate will demonstrate exceptional organizational skills, the ability to execute under pressure, and the professionalism expected of PSG's client-facing operations.

• Leadership: Provide daily oversight of all Protective Monitoring & Response Specialists by serving as the on-site lead for coordination and operational activities, ensuring adherence to PSG SOPs, service levels, and client expectations.
• Protocol Execution: Ensure effective triage, escalation, and resolution of real-time incidents by monitoring live systems, client feeds, and alerts.
• Incident and Compliance Reporting: Conduct quality assurance and audit reviews on operator performance, reports, and incident documentation. Ensure system functionality and access control integrity across all monitoring platforms.
• Workflow management: Oversee scheduling and staffing to ensure 24/7 coverage and operational readiness.
• Communications: Maintain consistent communication with PSG senior leadership regarding significant incidents, trends, and operational updates.
• Training and Development: Deliver initial training for new operators and ongoing development for existing staff. Support the design and implementation of procedural updates, training initiatives, and performance improvement plans.
• Team Building: Promote a culture of accountability, professionalism, and continuous improvement within the operations team.

• Providing operational leadership for PSG's Dallas-based remote monitoring operations.
• Coordinating incident management, alert monitoring, and communication with global PSG stakeholders.
• Overseeing data review, documentation, and reporting to ensure transparency and audit readiness.
• Implementing consistent operational standards in line with PSG's global operations framework.
• Mentoring and developing operators and shift leads to ensure team strength and continuity.

• Bachelor's degree in Management, Intelligence, Criminal Justice, or related field (or equivalent experience).
• 5+ years of experience managing teams in a GSOC, command center, or protective intelligence environment.
• Exceptional customer service mindset and ability to lead with empathy and precision.
• Strong understanding of security operations, incident management, and monitoring technologies.
• Demonstrated ability to lead and motivate diverse teams in a high-tempo, mission-critical setting.
• Proven skill in process improvement, data analysis, and performance management.
• Excellent written and verbal communication skills with the ability to remain composed under pressure.
• Proficiency with Microsoft Office, Google Suite, and monitoring or access control systems.
• Flexibility to work nights, weekends, and holidays as required by 24/7 operations.

• With or without reasonable accommodation, this role requires the ability to effectively perform essential duties in a 24/7 command center environment.
• Regular use of computers and multiple monitoring platforms.
• Extended periods of sitting or standing while maintaining focus and awareness.
• Frequent coordination with internal PSG leadership and operational teams.
• Exposure to sensitive or confidential information requiring discretion and judgment.
• Flexibility to support coverage or response efforts outside standard business hours.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.