Regional Operations Manager (East)

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service. With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at Pavion and our family of companies are seeking a talented and motivated Operations Manager to join our security business unit.Primary Responsibilities:Customer Service / Client Satisfaction:Develop and maintain customer relationships and ensure client satisfactionRegularly connect with customers to promote business, understand changes to client business, operating model or interests to ensure proactive solutions for clientAnalyze customer feedback and monitor Key Performance Indicators (KPIs) to ensure contractual obligations are met and/or exceededUse feedback and KPI data to develop programs/processes to improve customer satisfactionResolve customer concerns in service delivery and proactively collaborate with other key stakeholders (such as sales or finance) to help develop or modify systems, products or processes to increase customer satisfaction and support team productivityBudgeting / Forecasting / Analysis:Forecast department requirements, expenditures, and develop annual budgets, including revenue generation and cost containmentAnalyze actual versus budget and make appropriate adjustments when necessaryAnalyze prospective service work, ensure high quality estimates resulting in renewals and the award of new agreementsReview job cost reports for pricing reasonableness and accuracy at time-of-service contract sale and renewalProvide reports to senior management including, but not limited to, revenue forecasting, staff performance, data trends and recommendation to improve efficiency and costSafety:Drive and manage the overall safety program and safety responseDrive toolbox talks, training, ensure lift certifications obtained and current, ensure appropriate Personal Protective Equipment (PPE) is available, distributed and usedOversee investigations of any safety incidents, provide necessary documentation, paperwork, and informationPartner with enterprise Safety Organization on existing programs / policies / process, implementation of new or changes to existing programs, policies, processesStrategy:Develop and implement operation strategies to improve service delivery through efficiency in coordinating technicians / field engineers and providing additional value to customers in a cost- effective manner. Oversee and manage project turnover from Operations to Service, ensure effective transition and client satisfaction, maximizing a positive experience for the customerGeneral Management:Supervise, assist, and coach personnel in accordance with policies, procedures, and service levelsEnsure technical competency, participation in industry training and certifications for relevant employeesEnforce dress code policies and fleet appearance. Ensure appropriate staffing levels to meet growth requirements and adequately support the customer basePartner with Human Resources and Senior Leaders on career development and pathing for promising and interested employeesEmployee will be required to host and facilitate calls using standard MS Office applicationsOther duties as assignedBasic Qualifications:10 years of security industry experienceExperience with full P&L responsibilityProficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)Able to read and interpret financial statementsExperience forecasting and budgetingExperience in relationship and client managementStrategic thinker, experience problem solving and driving resultsAble to redirect and pivot based on changes in client needsExperience with change managementExperience operating in a risk management and compliance environmentAble to multi-task and work under tight deadlinesExcellent time management and organizational skillsExperience leading and developing a teamAble to travel as needed, up to 80% of timePreferred Qualifications:Experience supporting hyperscale data center customers (AWS, Google, Microsoft, Meta, etc.)Background in access control, video surveillance, intrusion detection, and integrated security platformsPMP or similar project management certificationExperience with ERP, project cost tracking, and operational dashboardsExperience managing geographically distributed teamsPhysical Requirements:Remain in a seated or stationary position for extended periodsAbility to work for extended periods of time leveraging office tools such as computersAbility to work remotely in a quiet environmentAbility to host multi-hour conference callsAbility to travel via car, plane, train, bus, overnight stayMust be able to lift and carry or otherwise move 25 pounds regularlyMust be able to safely perform job inspections, which could include but not limited to climbing ladder, stairs, scaffolding, liftsAbility to drive from job site to job site, office to officeCompensation: starting at $160K+ commensurate with experienceDisclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-04-02