Job Title: Operations Relationship Manager
Location: Brownsville, TX 78521
Work Arrangement: Hybrid
Employment Type: Contract
Duration: 3 Months
Domain: Operations / Security Industry / Account Management
Pay Rate: $48.00/hr. – $52.00/hr. on W2
Deadline: 6/26/2026
Skills Required
Primary (Must-Have):
- Experience managing customer accounts and operational relationships
- Strong project and program management experience
- Strong communication, presentation, and stakeholder management skills
- Knowledge of installation, service, billing, and monitoring systems
- Experience within the commercial electronic security or alarm industry
- Strong leadership, coaching, and team management abilities
- Experience managing SLAs, KPIs, and operational performance metrics
- Strong organizational and matrix management skills
- Ability to manage operational escalations and issue resolution
- Intermediate proficiency with MS Office and project management tools
- Ability to analyze operational data and implement process improvements
- Ability to travel as required
Secondary (Good to Have):
- Advanced knowledge of electronic security systems
- Construction industry experience
- Experience managing large customer portfolios valued between $5M–$12M
- CSPM or PMP Certification preferred
- Experience of managing subcontractors and cross-functional delivery teams
Position Overview
The National Account Program Manager / Operations Relationship Manager will provide leadership and operational account management support for a portfolio of national accounts. This role will act as the primary post-sales operational contact for key customers and oversee installation projects, service delivery, billing coordination, and customer support functions. The ideal candidate will have strong operational leadership, project management, and customer relationship management experience within the commercial electronic security industry.
Roles & Responsibilities
- Serve as the primary Operations Relationship Manager and central communication point for assigned customers
- Manage operational delivery for installation projects and service ticket management activities
- Coordinate monitoring, billing, and accounts receivable-related operational issues
- Act as escalation point for operational issues and coordinate resolutions across teams
- Ensure performance targets, SLAs, and customer objectives are consistently achieved
- Develop and maintain strong customer relationships and communication strategies
- Attend customer meetings, deliver presentations, and represent operational functions
- Advise project managers and operational teams regarding scheduling, execution, and process improvements
- Partner with service and field delivery teams to ensure SLA compliance for service tickets
- Manage customer metrics including installation performance, service KPIs, and monitoring statistics
- Analyze operational account data to identify trends and improvement opportunities
- Collaborate cross-functionally to improve operational delivery and customer satisfaction
- Provide forecasting, reporting, and operational performance updates
- Develop project plans, scopes of work, execution playbooks, and schedules
- Define and manage project resources, staffing, and scheduling activities
- Review and manage contracts with customers and contractors
- Ensure quality assurance and quality control standards are maintained
- Support additional cross-functional operational initiatives as required
- Perform additional duties as assigned
Minimum Qualifications
- Bachelor's degree preferred
- 5+ years of experience in the alarm or electronic security industry
- 5+ years of project management experience
- 2+ years of customer relationship management experience
- Equivalent combination of education and experience may be considered
Preferred Qualifications
- Advanced understanding of electronic security systems
- Construction industry experience preferred
- CSPM or PMP certification preferred
- Strong leadership and operational management capabilities
- Excellent communication, negotiation, and stakeholder management skills
Benefits:
Medical | Dental | Vision | 401(k) | Paid Sick Leave
EEOC Compliance:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.
Disclaimer:
AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.
