Job Overview

We are seeking a dynamic and experienced Director of Service Quality & Client Relations – Security Services to lead client relationship management, service quality, and operational service standards across our security operations.

This leadership role requires strategic oversight, excellent communication, strong project management skills, and a focus on client satisfaction, guard performance, and service excellence. The ideal candidate will have proven experience supervising teams, managing client relationships, resolving escalations, and improving service delivery.

As a key member of our organization, the Director of Service Quality & Client Relations will drive initiatives to enhance client experience, strengthen long-term relationships, support business growth from existing clients, coach operations managers, and ensure consistent service standards across multiple regions.

Duties

• Develop and implement client service and quality assurance strategies aligned with company goals to improve overall client satisfaction.
• Lead, motivate, and support operations managers, supervisors, and service teams to ensure high performance and professional development.
• Manage multiple client accounts, ensuring timely resolution of issues and proactive communication.
• Oversee service improvement initiatives related to client onboarding, retention programs, guard performance, and operational quality.
• Conduct analysis of client feedback, service metrics, incident reports, patrol logs, and operational performance to identify areas for improvement.
• Collaborate with operations, scheduling, sales, administration, and leadership teams to align service delivery with client needs.
• Support contract renewals, service adjustments, and account growth opportunities with existing clients.
• Serve as a senior point of contact for key clients, maintaining strong relationships through professional communication and regular follow-up.
• Handle client complaint escalations, investigations, corrective action plans, and service recovery.
• Create, update, and enforce company policies, procedures, post orders, reporting standards, and escalation protocols.
• Coach operations managers across multiple regions to ensure consistent service standards and accountability.
• Prepare reports on client satisfaction levels, service quality, team performance, complaints, corrective actions, and strategic initiatives for executive leadership.

Skills

• Strong project management skills with the ability to oversee multiple initiatives simultaneously.
• Excellent written and verbal communication skills.
• Demonstrated leadership experience supervising teams in security operations, customer service, client relations, or field operations.
• Strong understanding of security guard operations, site supervision, post orders, incident reporting, patrols, and client expectations is preferred.
• Exceptional analysis skills to interpret feedback, identify trends, and develop actionable improvement plans.
• Proven ability to manage difficult conversations, complaints, negotiations, and service escalations professionally.
• Client-focused mindset with a strong commitment to delivering outstanding service experiences.
• Strong interpersonal skills with the ability to lead teams, influence stakeholders, coach managers, and resolve conflicts.
• Experience managing workflows, implementing process improvements, and enforcing operational standards.
• Experience with TrackTik, GPS/NFC patrol systems, or similar reporting platforms is an asset.
• Additional languages are considered an asset.

This role offers an exciting opportunity for a strategic leader passionate about elevating client experience, improving security service quality, strengthening operational accountability, and supporting organizational growth.