Specialty Manager

The Specialty Manager is responsible for the leadership, oversight, coordination, execution, and continuous improvement of four specialized security programs to include, but not be limited to: Shift Supervisor Operations, Badging Operations, VIP Concierge, and Special Events. This position serves as the primary liaison between the client, Operations, Scheduling, Badging, Shift Supervisors, VIP Concierge, and field personnel to ensure operational excellence and the successful execution of daily security operations, executive and talent visits, events, screenings, and special assignments in accordance with MSC policies, procedures, and approved operational requirements.

This is a customer-facing leadership position responsible for maintaining operational excellence, developing personnel, identifying operational risks and gaps, ensuring a consistently high standard of service delivery, and partnering with the broader management team to continuously raise operational performance.

SHIFT SUPERVISOR OPERATIONS

• Provide leadership, coaching, and accountability for Shift Supervisors.
• Ensure consistent operational execution, incident management, post checks, and quality assurance.
• Monitor operational performance, identify gaps, implement corrective actions, and validate followthrough.
• Track, validate, and report operational metrics and performance indicators.
• Maintain a strategic 'balcony view' while remaining engaged in day-to-day operations.

BADGING OPERATIONS

• Oversee daily badging operations, including new hire badge issuance, replacement badges, extended use of badges, transient workforce badges, and supporting documentation.
• Ensure compliance with operational directives and MSC procedures.
• Partner with client badging representatives to maintain efficient customer service and operational continuity.
• Identify process improvements and operational efficiencies.

VIP CONCIERGE OPERATIONS

• Executive and VIP support.
• Executive visits and talent movements.
• Concierge-level customer service.
• Stakeholder coordination.
• Ensure VIP experiences are executed professionally, seamlessly, and in accordance with client expectations.

SPECIAL EVENTS MANAGEMENT

• Lead the planning, coordination, and execution of screenings, premieres, executive visits, talent events, and other special events.
• Support development and coordination of event security plans while partnering with the client on enhanced security planning.
• Coordinate staffing requirements and submit staffing requests to the client.
• Ensure logistics, communications, equipment, and personnel resources are coordinated.
• Maintain oversight of multiple simultaneous events while ensuring consistent service delivery.
• Coordinate with internal and external stakeholders to achieve event objectives.
• Ensure events are executed safely, professionally, and in accordance with client expectations.

CLIENT RELATIONSHIP MANAGEMENT

• Serve as a trusted point of contact for client-facing communications.
• Participate in planning meetings and operational calls.
• Ensure client concerns and operational needs are addressed appropriately.
• Maintain strong working relationships with client stakeholders and internal partners.
• Represent MSC professionally at all times.
• Never commit to, approve, or communicate policy decisions on behalf of the client without documented authorization from both the client and the MSC Account Manager.

PERSONNEL DEVELOPMENT & TRAINING

• Identify operational and specialty-program training needs.
• Coordinate and facilitate in-service training.
• Ensure personnel are trained on assigned technologies and operational procedures.
• Coach and mentor leads, supervisors, and specialists.
• Promote consistency in operational execution and customer service expectations.

TECHNOLOGY & RESOURCE MANAGEMENT

• Maintain operational readiness of specialty program equipment and resources.
• Coordinate deployment and training for Open Gate, Yondr pouches, wands, monoculars, and approved security devices.
• Ensure personnel have the resources necessary to perform effectively.
• Identify equipment, staffing, or logistical deficiencies and elevate concerns appropriately.

INCIDENT MANAGEMENT & CONTINUOUS IMPROVEMENT

• Oversee operational and event debriefs.
• Conduct and review PIRs, after-action reports, and corrective action plans.
• Analyze operational trends and performance data to drive continuous improvement.
• Partner with Operations, Training, Compliance, and fellow managers to improve performance while respecting each functional area's ownership.
• Develop recommendations that improve efficiency, readiness, communication, and service delivery.

KEY EXPECTATIONS

• Operate with a proactive, solutions-oriented mindset.
• Maintain exceptional communication with clients, leadership, and operational teams.
• Demonstrate ownership and accountability.
• Anticipate operational needs before they become issues.
• Ensure professionalism and attention to detail.
• Foster a culture of service, preparedness, accountability, and continuous improvement.

REPORTING RELATIONSHIP

Reports to: Operations Manager

Works Closely With:

• MSC Management Team
• Scheduling Team
• Shift Supervisors
• Badging Team
• VIP Concierge Team
• Client Representatives
• Event Stakeholders
• Partner Teams, as applicable

Compensation and Benefits: 

• Annual Salary: $90,000
• Insurance: medical, vision, and dental
• Paid training
• Competitive compensation
• 401(k)
• Career advancement opportunities
• Continuous learning opportunities through LMS