West Region Operations Manager

OR - Reece Portland, 6755 SW Sandburg St, Portland, OR 97223, USA

WA - RFI Seattle, 800 SW 34th St, Suite D, Renton, WA 98057, USA

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 satisfaction
• Regularly connect with customers to promote business, understand changes to client business, operating model or interests to ensure proactive solutions for client
• Analyze customer feedback and monitor KPIs to ensure contractual obligations are met and/or exceeded
• Use feedback and KPI data to develop programs/processes to improve customer satisfaction
• Resolve 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 productivity

Budgeting / Forecasting / Analysis:

• Forecast department requirements, expenditures, and develop annual budgets, including revenue generation and cost containment
• Analyze actual versus budget and make appropriate adjustments when necessary
• Analyze prospective service work, ensure high quality estimates resulting in renewals and the award of new agreements
• Review job cost reports for pricing reasonableness and accuracy at time-of-service contract sale and renewal
• Provide reports to senior management including, but not limited to, revenue forecasting, staff performance, data trends and recommendation to improve efficiency and cost

Safety:

• Drive and manage the overall safety program and safety response
• Drive toolbox talks, training, ensure lift certifications obtained and current, ensure appropriate Personal Protective Equipment (PPE) is available, distributed and used
• Oversee investigations of any safety incidents, provide necessary documentation, paperwork, and information
• Partner with enterprise Safety Organization on existing programs / policies / process, implementation of new or changes to existing programs, policies, processes
• 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 customer

General Management:

• Supervise, assist, and coach personnel in accordance with policies, procedures, and service levels
• Ensure technical competency, participation in industry training and certifications for relevant employees
• Enforce dress code policies and fleet appearance. Ensure appropriate staffing levels to meet growth requirements and adequately support the customer base
• Partner with Human Resources and Senior Leaders on career development and pathing for promising and interested employees
• Employee will be required to host and facilitate calls using standard MS Office applications
• Other duties as assigned

• 10 years of security industry experience
• Experience with full P&L responsibility
• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• Able to read and interpret financial statements
• Experience forecasting and budgeting
• Experience in relationship and client management
• Strategic thinker, experience problem solving and driving results
• Able to redirect and pivot based on changes in client needs
• Experience with change management
• Experience operating in a risk management and compliance environment
• Able to multi-task and work under tight deadlines
• Excellent time management and organizational skills
• Experience leading and developing a team
• Able to travel as needed, up to 50% of time

• Background in access control, video surveillance, intrusion detection, and integrated security platforms
• PMP or similar project management certification
• Experience with ERP, project cost tracking, and operational dashboards
• Experience managing geographically distributed teams