Operations Manager in Austin, Texas at Advantage Surveillance, LLC

With over 200+ licensed private investigators Nationwide, Advantage uses strategic planning and technology to give our clients greater clarity on a claimant's daily activities. Providing Covert Surveillance, Claims Investigations, Net-Sweep Investigations, Remote Controlled Surveillance and more, we’re able to save our clients time and money on insurance fraud cases.

Job Purpose

The Operations Manager is responsible for managing a team of Investigators, or assigned team, within a defined geography to conduct covert surveillance, obtain video documentation and provide descriptive written reports of subjects in support of client objectives and Company quality standards. This is a full-time, exempt, remote position that does require you to reside in the State of Florida and hold a Class C PI License.

Duties & Responsibilities

• Training – Developing Investigators on the proper use of company equipment, surveillance “best practices” and company policies, especially in the areas of safety and regulatory compliance.
• Performance Management – Providing timely and consistent communication to investigators on job expectations, case performance and individual team member development objectives.
• Surveillance Game Planning – Consulting with investigators on appropriate surveillance strategies for individual cases, before and throughout the investigative process, to include auditing GPS data to ensure optimal Investigator positioning for results.
• Scheduling – Scheduling individual cases and Investigators to meet individual client needs and company objectives. Approving investigator paid and unpaid time-off while maintaining company service levels.
• Written Reports – Reviewing and editing written timelines for approval to Account Managers for distribution to clients.
• Payroll Reporting – Approving investigator payroll and expenses.
• Project Management- Oversee and participate in assigned projects from start to finish. This requires cross-functional collaboration within the company.
• Continuous Improvement – Identify opportunities to enhance operational process and services by introducing incremental changes.
• Critical Decision Making – Identify issues and resolve time sensitive challenges that may arise. At times, this may require creativity and innovation to find the best solutions to issues.
• Mentorship of Employees – Actively guide and support other by sharing expertise and experience to help skill development of others.
  

Specific Measures of Success

1. Conduct talent assessment of team to identify A, B and C Players and inform recruiting priorities
2. Maintain a team of investigators who meet the following KPI’s at the case level:

• Obtain 65% capture rate on cases worked
• Obtain an average of 12 minutes of video per day
• Maintain timely (by end of day) completion of daily action details to include timeline and uploading of video
• Maintain a 14 day turnaround time (TAT) on scheduling and completing a case
  
  

Qualifications & Requirements

• 5+ years of experience in management
• Preferred experience managing investigators in the industry
• 7+ years of surveillance experience
• Resides in the State of Texas and have an active Texas license
• SIU Field Experience a plus
• Must currently have a Class C PI License
• Strong organizational and communication skills
• Creative thinker
• Build trust and lead by example

• Demonstrated ability to lead with integrity and thrive in a fast-paced environment