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

Position Summary

The Operations Manager, Protective Monitoring & Response leads daily operations within Crisis24 Private Strategic Group's (PSG) new Dallas-based remote monitoring center. This role oversees a team of specialists delivering AI-backed and human-validated monitoring, triage, and response across a 24/7 global environment.

This leader will establish and mature a new operational capability-building workflows, driving quality and consistency, strengthening team performance, and ensuring seamless coordination with PSG leadership and global stakeholders. The ideal candidate is an experienced command center leader with exceptional judgment, communication skills, and a commitment to operational excellence.

Key Responsibilities

Operational Leadership

• Serve as the on-site lead for all monitoring and response activities, ensuring alignment with PSG SOPs, service levels, and client requirements.
• Drive performance standards, incident handling consistency, and operational readiness across all shifts.

Incident Management & Protocol Execution

• Oversee real-time incident triage, escalation, and resolution across monitoring platforms, client feeds, and alerting tools.
• Ensure operators follow established protocols with accuracy, discipline, and urgency.

Quality Assurance & Compliance

• Conduct regular audits on reports, incident documentation, data accuracy, and system usage.
• Maintain system integrity, access control standards, and audit-ready documentation for internal and client review.

Workforce & Schedule Management

• Oversee staffing, shift schedules, and coverage to maintain uninterrupted 24/7 operations.
• Forecast workload needs and adjust resources to meet service expectations.

Team Development

• Deliver onboarding and initial training for new operators.
• Provide coaching, ongoing development, and performance improvement guidance to operators and shift leads.
• Foster a culture of accountability, professionalism, and continuous improvement.

Stakeholder Communication

• Maintain regular communication with PSG leadership on incidents, emerging trends, operational issues, and team performance.
• Support client-engagement touchpoints as needed for reporting, incident follow-up, or operational briefings.

What You Will Work On

• Leading and maturing PSG's Dallas-based remote monitoring operation.
• Coordinating alert management, incident response, and communication across global teams.
• Ensuring accurate documentation, data quality, and audit readiness.
• Implementing standardized processes that align with PSG's global operational framework.
• Developing a strong bench of operators and shift leads to support long-term scalability.

Qualifications

• Bachelor's degree in Management, Intelligence, Criminal Justice, or related field (or equivalent experience).
• 5+ years of leadership experience within a GSOC, command center, emergency communications center, protective intelligence unit, or similar environment.
• Proven ability to lead teams in high-tempo, mission-critical operations.
• Strong understanding of monitoring platforms, incident management practices, and access control/alerting technologies.
• Exceptional communication skills, with the ability to maintain composure under pressure.
• Demonstrated capability in process optimization, performance metrics, and operational improvement.
• Customer service mindset with the ability to engage confidently and professionally with diverse stakeholders.
• Proficiency with Microsoft Office, Google Suite, and common monitoring or access control systems.
• Flexibility to support nights, weekends, holidays, and rotating schedules required in 24/7 operations.

Work Environment

• Ability to perform duties in a 24/7 command center environment with extended periods of sitting or standing.
• Regular use of computers, screens, and multiple monitoring platforms.
• Frequent coordination with internal teams and leadership across PSG.
• Exposure to sensitive information requiring strict discretion and sound judgment.
• Flexibility to assist with coverage or response needs outside standard business hours.

Information Security

All employees are responsible for protecting Crisis24 data, systems, and client information by following security policies, completing required training, reporting incidents, and identifying opportunities to strengthen our security posture.

Equal Opportunity Statement

Crisis24, a GardaWorld Company, is committed to equal opportunity in employment and a workplace that celebrates diversity. We do not discriminate on the basis of race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity or expression, veteran status, disability, or any other protected characteristic.

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.