National Operations Manager

Position Summary

The National Operations Manager is responsible for:

Leading new account start-ups (mobilizations)

Stabilizing underperforming or high-risk accounts

Providing hands-on operational support across multiple sites

The role ensures smooth transitions, service quality, and alignment with Integrity standards and client expectations.

Core Responsibilities

1. Transition / Startup Execution

Lead onboarding of newly awarded custodial/facilities contracts

Develop and execute transition plans (staffing, training, equipment, supplies)

Coordinate handoff from sales ? operations

2. Operational Support (the “slash support” function)

Deploy to sites needing stabilization or performance recovery

Identify root causes of issues and implement corrective action plans

Support site leadership (Account Managers, Supervisors) with:

Staffing alignment

Process improvement

Productivity and quality fixes

3.

Client & Stakeholder Management

Serve as primary client contact during transition or recovery phases

Ensure expectations, scope, and service levels are fully aligned

Provide regular status updates to clients and leadership

4. Site Assessments & Planning

Conduct on-site operational assessments

Identify:

Staffing gaps

Equipment/supply needs

Risks and compliance issues

Build action plans to improve performance

5. Team Leadership & Workforce Setup

Recruit, onboard, and train frontline custodial staff and supervisors

Establish site-level leadership structure

Drive team culture aligned with Integrity values

6.

Cross-Functional Coordination

Work with:

HR (hiring, onboarding)

Operations (standards, processes)

Procurement (equipment, supplies)

Ensure all resources are in place for success

7. Performance & Compliance Management

Monitor:

KPIs (quality, labor, cost control)

Budgets and service levels

Ensure compliance with:

Safety standards

Company policies

Union agreements (if applicable)

8. Continuous Improvement

Standardize best practices across accounts

Drive process improvements and operational efficiency

Conduct post-transition evaluations for lessons learned

Required Qualifications

3–7+ years in:

Custodial services

Operations leadership

Experience with:

Account startups / mobilizations

Turnarounds or multi-site operations

Strong:

Project management

Leadership and communication skills

Ability to travel frequently (core requirement)

Key Competencies

Transition & project management

Operational problem-solving

Client relationship management

Change management

Budget and cost control

Team building and leadership

Work Environment

Mix of:

Field (client sites)

Limited office / reporting work

Heavy travel across regions

Flexible hours during transitions and startups

How the “Slash Support Manager” Aspect Shows Up

The “transition / support” combination means:

Transition role ? startup + onboarding new contracts

Support role ? parachuting into struggling accounts to fix operations

This is essentially a deployable operations leader who:

Bridges sales to operations

Protects client satisfaction during risk periods

Acts as a rapid-response operations fixer

Executive Summary

The National Operations Manager is a high-mobility, project-based operations leader responsible for startups, stabilizations, and performance recovery, combining project management, field execution, and client-facing accountability.