Program Manager

Location: Denver, CO 80603
Employment Type: Full-Time
Pay: $70,000 per year
Schedule: Monday - Friday | 7:00 AM - 3:00 PM (nights and weekends as operational needs require)

Position Overview

Citadel Security USA is seeking an experienced Program Manager to lead the performance and day-to-day administration of assigned contracts. This leadership position is responsible for maintaining dependable staffing, consistent service standards, strong client relationships, and compliance across multiple locations.

The Program Manager will work closely with district leadership, clients, field supervisors, and frontline employees to keep operations running smoothly. This individual will also identify opportunities to improve service delivery, strengthen workforce performance, and develop capable leaders within the organization.

The ideal candidate brings substantial management experience, strong business judgment, and the ability to balance client expectations, employee development, operational requirements, and financial goals.

Key Responsibilities

Contract & Multi-Site Operations

- Oversee assigned contracts and locations, ensuring each team meets its service obligations and operational expectations.

- Maintain consistent procedures, staffing coverage, and performance standards across all assigned posts.

- Review site operations regularly to identify service gaps, emerging concerns, and opportunities for improvement.

- Coordinate with field supervisors to address operational challenges and maintain continuity between shifts.

- Establish clear expectations for supervisors and employees, following up to ensure responsibilities are carried out.

- Work with district leadership to support contract growth and expanded operational responsibilities.

Workforce Planning & Labor Management

- Direct scheduling activities to maintain appropriate coverage at every assigned post.

- Monitor attendance, vacancies, overtime, and labor utilization to support staffing and budget objectives.

- Coordinate recruitment and placement efforts to address workforce needs and reduce staffing gaps.

- Review timekeeping and scheduling records for accuracy and timely submission.

- Anticipate staffing challenges and develop practical coverage plans for absences, schedule changes, and increased operational demand.

Licensing, Compliance & Personnel Readiness

- Verify that assigned employees maintain the licenses, credentials, and qualifications required for their positions.

- Monitor expiration dates and coordinate timely renewals or updates to personnel records.

- Maintain accurate documentation related to employee qualifications, training, and required certifications.

- Review operational practices to ensure alignment with applicable regulations, contract requirements, and company procedures.

- Address compliance concerns promptly and coordinate corrective action when deficiencies are identified.

Client Partnerships & Service Quality

- Act as a primary point of contact for assigned client representatives and maintain regular professional communication.

- Develop productive working relationships through consistent follow-up, operational updates, and performance discussions.

- Address escalated concerns, investigate service issues, and coordinate appropriate resolutions.

- Evaluate service results and introduce improvements that strengthen reliability and client satisfaction.

- Ensure assigned operations remain aligned with contract terms, client expectations, and established service standards.

Recruitment, Leadership & Employee Development

- Support hiring, screening, onboarding, and placement to maintain a qualified workforce.

- Guide and mentor Field Supervisors and other subordinate leaders.

- Set measurable performance expectations and provide regular coaching and feedback.

- Address employee performance concerns through appropriate documentation and follow-up.

- Identify training needs and coordinate development opportunities for supervisors and field personnel.

- Promote accountability, professional conduct, and employee retention across assigned teams.

Operational Planning & Reporting

- Prepare and review operational reports covering staffing, attendance, service quality, compliance, and contract performance.

- Use workforce management and timekeeping systems to monitor activity and maintain reliable records.

- Identify patterns or recurring issues and recommend corrective measures to district leadership.

- Communicate significant operational developments, risks, and resource needs to the appropriate management team.

- Collaborate with other departments to support consistent execution of company procedures and business objectives.

Required Qualifications

- High school diploma or GED.

- Five (5) to seven (7) years of progressive supervisory or management experience in private security, law enforcement, military service, or a related field.

- Valid driver's license and reliable personal transportation.

- Ability to maintain a clean driving record throughout employment.

- Demonstrated experience leading teams, managing operational responsibilities, and addressing performance concerns.

- Strong understanding of scheduling, staffing coordination, and workforce administration.

- Ability to manage multiple locations, contracts, and competing priorities.

- Knowledge of applicable state licensing requirements and personnel qualification standards.

- Strong written and verbal communication skills.

- Proficiency with computers, administrative documentation, and operational reporting.

- Ability to work independently while coordinating effectively with clients, employees, and senior leadership.

Preferred Qualifications

- Bachelor's degree in Business Administration, Criminal Justice, Management, or a related field. Equivalent education, military service, law enforcement experience, or progressively responsible operational leadership experience may be considered.

- Previous responsibility for multiple client contracts or large-scale operations.

- Experience managing workforce scheduling, timekeeping, and labor utilization.

- Familiarity with TrackTik or comparable workforce management platforms.

- Experience mentoring supervisors and developing management-level employees.

- Background coordinating operations in complex, multi-location environments.

- Strong business and financial awareness, including the ability to connect staffing decisions with service quality and operational costs.

Equal Opportunity Employer
Citadel Security USA is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.