American Alarm and Communications, Inc. · 16 hours ago
Director of Operations
Arlington, MA, US
Full-time
Onsite
Director/Executive
$145K/yr - $180K/yr
10+ years expAmerican Alarm and Communications, Inc. is seeking a Director of Operations to oversee and enhance operational processes across the organization. This role involves leading day-to-day operations, ensuring compliance, and driving continuous improvement initiatives to optimize efficiency and quality in a multi-branch environment.
Cyber SecurityInformation TechnologySecurityTelecommunications
Responsibilities
Establishing and maintaining standardized operating processes across all operational functions
Driving execution discipline through SOPs, KPIs, audits, and performance reviews
Ensuring operational scalability, compliance, and quality through structured governance
Leading continuous improvement initiatives grounded in data and process analysis
Developing operational leaders who manage through systems, metrics, and accountability
Managing operational costs, vendor performance, and resource utilization
Design, document, and maintain end-to-end operational processes for installation, and branch operations
Establish and enforce standard operating procedures (SOPs), work instructions, and role-specific playbooks
Ensure all operational processes are version-controlled, communicated, trained, and consistently executed companywide
Create process governance structures, including review cycles, change management protocols, and approval workflows
Lead regular operational audits to verify process adherence and identify gaps, risks, or inefficiencies
Own the operational process roadmap, ensuring processes evolve with growth, technology changes, and strategic priorities
Define and implement clear KPIs, SLAs, and operational scorecards for all operational teams
Establish cadence-based performance reviews (daily, weekly, monthly) to monitor execution, quality, productivity, and compliance
Analyze operational data to identify root causes of performance variance and drive corrective actions
Ensure performance metrics are transparent, actionable, and directly tied to operational goals and customer outcomes
Hold leaders accountable for results through structured performance management and escalation frameworks
Oversee daily operational execution across all branches, ensuring consistent service delivery and customer experience
Ensure operational capacity planning aligns with demand forecasts, sales pipelines, and customer expectations
Maintain a regular on-site and field presence to validate execution, coach leaders, and reinforce standards
Ensure operational readiness for new products, services, technologies, and market expansions
Lead continuous improvement initiatives using structured methodologies (Lean, Six Sigma, PDCA, or similar)
Identify waste, bottlenecks, rework, and failure points across workflows and implement corrective and preventive actions
Standardize best practices and replicate high-performing processes across all locations
Track and quantify improvement initiatives, including cost savings, productivity gains, quality improvements, and cycle-time reductions
Foster a culture where process improvement is expected, measured, and rewarded
Partner with Technology and IT to ensure operational systems support standardized processes and real-time visibility
Lead system implementation and optimization efforts related to dispatching, monitoring, reporting, inventory, and workforce management
Ensure data integrity and process alignment across operational platforms
Drive automation initiatives that reduce manual effort, errors, and variability
Ensure all operational processes comply with industry regulations, state licensing requirements, safety standards, and internal quality controls
Embed compliance and safety requirements directly into SOPs, training programs, and audits
Oversee incident reporting, root-cause analysis, and corrective action plans
Maintain documentation and audit readiness for regulatory and internal reviews
Lead and develop operational managers who manage through processes, metrics, and accountability, not individual heroics
Ensure all leaders conduct structured one-on-one meetings with their direct reports at least monthly, with documented outcomes
Implement standardized onboarding, training, and certification programs tied to operational roles and processes
Support workforce planning, succession planning, and leadership development to ensure operational continuity and scalability
Reinforce a culture of ownership, discipline, transparency, and continuous improvement
Develop and manage operational budgets aligned with process-driven efficiency targets
Monitor labor, material, and vendor costs through standardized reporting and variance analysis
Identify cost-reduction opportunities through process optimization rather than service degradation
Evaluate and manage vendor performance using defined metrics, SLAs, and scorecards
Ensure purchasing, inventory, and supply chain processes are standardized and controlled
Collaborate with Sales to align operational capacity, installation readiness, and customer onboarding processes
Partner with Customer Service to ensure seamless handoffs, escalation paths, and resolution workflows
Work with Finance to ensure operational reporting supports forecasting, margin management, and cost control
Act as an operational stakeholder in product selection, system design, and supply chain decisions
Perform other job-related duties as assigned
Qualification
Required
10–15+ years of progressive experience in operations management or process-driven leadership roles
5+ years in a senior operations leadership role (Director level or equivalent) with responsibility for multi-location operations, SOP development, and KPI-driven management
Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field required
Travel Requirement: 80% Within New England
Manual dexterity and sitting are required in carrying out own responsibilities (i.e., use of personal computers)
Ability to efficiently operate all job-related office equipment
Ability to communicate via telephone and work in virtual teams
Ability to work in a dynamic environment
Ability to work in a traditional professional office setting
Ability to lift 5 -10lbs
Preferred
Experience in security, technology, field services, or other operationally complex, regulated environments preferred
Master's degree preferred
Preferred, based on industry requirements
Company
American Alarm and Communications, Inc.
American Alarm and Communications is a security and investigations company offering security and life safety system.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Lou Sampson
CFO, COO
Company data provided by crunchbase