{"id":1526419,"url":"https://alion.io/job/pinkerton-operations-manager-customer-service","title":"Operations Manager, Customer Service","company":{"id":2000881,"name":"Pinkerton","domain":"pinkerton.com","url":"https://alion.io/company/pinkerton-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":22000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":11},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-30T14:19:04Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-20T21:28:31Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Overview\n170+ Years Strong. Industry Leader. Global Impact. At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.\nPinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our network of industry subject matter experts.\nThe Operations Manager (OM) leads day-to-day operations for the CS India email team within the Business Assurance Centre (BAC). This role manages a team of 6+ supervisors and 24+ associates who process approximately 4,000 emails weekly across three shifts (24/7 coverage). The OM drives operational excellence through active coaching, consistent communication of expectations, and direct accountability for team performance against service level agreements and quality standards.\nThis is a contact centre operations leadership role - managing email volume, response quality, staffing compliance, and supervisor development with the same discipline and metrics rigor applied to voice-based contact centers.\nThis role requires an active leader - someone who takes control of operational outcomes, drives accountability, and leads from the front. Passive management and reactive decision-making do not fit this environment. The CS India team operates within Corporate Security, handling sensitive security and safety inquiries including medical emergencies, threats of harm, employee well-being concerns, and facility incidents. While deep security expertise is not required, familiarity with security operations and the judgment required to triage sensitive situations is a strong advantage.\nResponsibilities\nRepresent Pinkerton’s core values of integrity, vigilance, and excellence.\nActively coach supervisors on leadership expectations, email quality standards, escalation judgment, and team communication.\nConduct regular 1:1s with each supervisor to review performance, address gaps, and develop capability.\nEnsure supervisors can independently coach their frontline associates - building capability at the supervisor level that cascades to the team.\nDeliver consistent feedback aligned with the other Operations Manager(s) so that expectations remain uniform across all shifts and supervisors.\nIdentify supervisor skill gaps and create targeted development plans.\nLead, not manage passively - be present, visible, and decisive in setting direction for the supervisory team.\nOwn team performance against email response time SLAs (Priority: 30 minutes, Urgent: 1 hour, Standard: 4 hours).\nMonitor daily queue health - email volume, aging, staffing levels, and coverage gaps.\nDrive case quality scores above organizational goals through coaching, not just monitoring.\nReview and act on Process Improvement (PI) scorecard results - translate quality data into specific coaching actions for supervisors.\nConduct root cause analysis when SLA targets are missed and implement corrective measures.\nUnderstand the sensitivity and urgency of security-related communications - prioritize life safety, medical, and threat-related emails accordingly.\nPartner with the Workforce Management (WFM) resource on schedule adherence and leave planning.\nActively monitor daily staffing compliance (minimum staffing thresholds met per shift).\nCommunicate proactively with CS leadership when coverage gaps emerge - provide queue status, staffing levels, specific needs, and shift coverage details without being prompted.\nSet and reinforce expectations for email response quality: accurate classification, appropriate tone, correct routing, and stakeholder notification\nCoach supervisors and associates on the distinction between template compliance and thoughtful, situation-appropriate responses.\nReview escalations and sensitive cases to ensure responses meet the standard before sending\nOwn corrective actions and after-action reviews (AARs) for handling failures - drive accountability, not deflection.\nRecognize that security communications require judgment beyond process compliance - a theft report and a lost item require different responses.\nCommunicate with CS leadership proactively - surface issues, share context, and provide solutions (not just questions).\nRespond to partner team inquiries with ownership and accountability.\nEnsure consistent messaging between both Operations Managers so the team hears one standard, not two. \nEnsure the team does not operate below minimum staffing levels without documented awareness and escalation.\nAll other duties, as assigned.\nQualifications\nHave a minimum 5-years of experience in leading and managing all aspects of an operations center or equivalent experience in a team management role out of which 3+ years managing operations in a contact center, BPO, or high-volume email/case management environment. Bachelor's degree (required) with the background of security operations, corporate security, physical security, or protective services (understanding the sensitivity and urgency of security-related communications). Experience managing teams of 30+ across multiple shifts Familiarity with Salesforce or similar case management platforms Six Sigma, Lean, or continuous improvement methodology experience. Experience managing vendor-contracted teams. Experience in environments where judgment and escalation decisions carry safety or compliance implications\nExperience managing supervisors (not just frontline associates) - demonstrated ability to develop middle management. Proven track record of coaching and developing team leads/supervisors into independent decision-makers. Experience managing SLA-driven operations with defined response time targets. Strong written and verbal communication in English (active voice, clear, concise, professional). Experience with workforce scheduling in a 24/7 environment (understanding of shift coverage, leave management, and staffing compliance). Comfort with data - ability to read dashboards, interpret quality scores, and translate metrics into coaching actions. Demonstrated leadership presence - takes initiative, drives decisions, and holds teams accountable without requiring constant direction from above.\nTakes control of operational Does not wait for direction, does not default to asking permission, and does not allow the team to drift. Active leadership means being present, visible, and decisive.\nThe OM actively develops supervisors - not just tracks their performance metrics. Coaching happens daily, not quarterly.\nDoes not wait to be asked for Surfaces issues, provides context, and offers solutions before CS leadership identifies the gap.\nExpectations communicated to one supervisor are communicated to all. Feedback aligns with the other OM so the team hears one standard.\nWorking Conditions:\nWith or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;\nRegular computer usage.\nOccasional reaching and lifting of small objects and operating office equipment.\nFrequent sitting, standing, and/or walking. \nTravel, as required.\nPinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.","description_format":"text","description_chars":7701,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":5,"team_size_min":6,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Professional Services","Penetration Testing"],"lifecycle":[{"event":"open","at":"2026-09-30T14:19:04Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.536,"p_room":0.35,"age_days":19,"expected_fill_days":9,"reasons":["conf:1","velocity","win:tail"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/pinkerton-operations-manager-customer-service","json_url":"https://alion.io/job/pinkerton-operations-manager-customer-service.json","meta":{"generated_at":"2026-10-21T00:27:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":662,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2000881},"rest":"https://alion.io/mcp/rest/get_company?id=2000881"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpinkerton-operations-manager-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpinkerton-operations-manager-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpinkerton-operations-manager-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pinkerton-operations-manager-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpinkerton-operations-manager-customer-service"}]}