Company: WideEye Surveillance
Position Title: Surveillance Operations Manager (“SOM”)
Location: Jacksonville, Florida
Salary Range: $20 per hour plus bonus eligible
Travel Requirement: 10% - Most of the travel will be within the Southeast United States.
JOB DESCRIPTION
Company Summary:
WideEye Surveillance is a fast-growing business with a vibrant, merit-based, culture delivering an innovative approach to crime prevention. A venture capital backed entity; we’re tech-enabling a centuries old services industry and providing our clients with a return on their investment that has rarely been achieved by the stagnant industry. By combining state of the art video surveillance methods and innovative reporting techniques/processes, we are providing our real estate and commercial customers with tangible results to ensure their assets are safe and secure. We are dedicated to bringing the next generation of tech-enabled security services to meet our customers ever-changing needs in today’s complex environment.
Position Overview:
The SOM in our Surveillance Operations Division is a mid-level operator responsible for leading the company’s surveillance operations team in the conduct of their duties. The SOM is a strong communicator across all layers of leadership and team members to continue fostering a strong company culture. The ideal candidate will have experience managing people and in the use of typical cloud-based IT application formats in one or more functional areas: scheduling, trouble ticketing, video content management, ops reporting, customer relationship management, etc). An understanding of cameras and digital video recorders (DVR) or communications networks would be a differentiating plus.
Key Duties:
Thoughtfully lead the company’s surveillance operations group with a strong focus on
enhancing operator productivity, efficiency, training and quality of service.
A team player to “own” the role and apply managerial judgment in implementing
improved processes and management methods to generate internal workflow
optimization and favorable impacts at customer sites.
Capably manage scheduling and payroll.
Help the Director of Operations recruit, train, and cultivate strong front-line leaders and
video surveillance Agents focused on delivering a high quality of service.
Implement customer service initiatives as it pertains to operational needs/goals that
evolve with the client’s needs.
Foster seamless cross-departmental communication to benefit customers.
Additional Responsibilities:
Coordinate with the Sales, Customer Service, IT, and Finance Divisions to provision
new accounts within defined timelines and service existing customers. These efforts may
include traveling to new or existing customer sites to conduct site assessments and on-
boardings.
Continue to grow and develop the company’s operating procedures and standardized
training program with a strong focus on analyzing data to ensure best practices are
implemented.
Additional duties as assigned by the General Manager or Board of Directors.
Minimum Qualifications:
3 to 5 years of work and some management experience in security services, call center or
datacenter operations, or help desk operations preferred.
Strong people management skills.
Working knowledge of cloud-based IT applications and software platforms with standard
dropdown menu and link/browser-based formats.
Ability to generate original solutions to operational challenges.
Exceptional verbal, written, and telephone communication skills.
High level of competitiveness, positive attitude, and an eagerness to learn.
Actively participate in team activities to strengthen the company’s culture.
Customer facing skills and presentation capabilities are a plus.
Position Type/Expected Hours of Work
This is a typical “2 nd shift” role from 5pm to 1am, 5 evenings per week; may include
occasional weekend night shifts.
Travel
This position requires up to 10% travel. Most of the travel will be within the Southeast
United States.
Work Authorization
This position requires a comprehensive criminal background check, DHSMV check,
reference check, credit check, and educational transcripts.
Job Type: Full-time
Pay: $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Physical setting:
Schedule:
- 8 hour shift
- Holidays
- Night shift
- Rotating weekends
Application Question(s):
- This position is at night, can you work night shift?
Ability to Relocate:
- Jacksonville, FL: Relocate before starting work (Required)
Work Location: In person