Operations Manager - Shift Lieutenant

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

40 hour evenings

Required Qualifications
SSPO certification (appears to be a stated requirement/preference).
At least 3 years of supervisory experience in the security industry.
Experience managing security personnel, schedules, and operations.
Knowledge of security policies, incident response, investigations, and regulatory compliance.
Experience with employee discipline, coaching, hiring, and performance management.
Highly Preferred Qualifications
Hospital or healthcare security experience.
Experience working in environments involving patient interaction and patient safety.
Familiarity with healthcare regulations, visitor management, and emergency response in medical settings.
Leadership Responsibilities

This is a management-level position responsible for:

Supervising Security Supervisors and Security Officers.
Overseeing all shift operations, including patrol, dispatch, concierge, and off-site locations.
Making recommendations regarding hiring, promotion, transfer, and termination.
Administering corrective and disciplinary actions.
Ensuring compliance with hospital policies and applicable laws.
Managing training and certification programs.
Assisting with payroll and operational audits.
Acting as a department representative on committees and during leadership absences.
Skills the Employer Is Looking For
Strong leadership and team management.
Decision-making under pressure.
Conflict resolution and de-escalation.
Incident command and emergency response.
Report writing and documentation.
Training and staff development.
Healthcare security awareness.
Does the Position Require Patient Care?

The posting states "Yes", but based on the duties listed, this likely means the role involves interaction with patients and supporting a safe patient environment rather than providing direct clinical care. Confirming this during the interview process would be advisable.

Ideal Candidate Profile

An ideal candidate would have:

SSPO certification.
3+ years supervising security teams.
Prior hospital or healthcare security experience.
Experience managing multiple supervisors and officers across shifts.
Strong knowledge of emergency management, investigations, and employee relations.

Minimum Qualifications

A candidate can qualify through education and experience or experience alone:

Education Path

• Associate's degree in Criminal Justice or a related field (required)
• Bachelor's degree in Criminal Justice or related field (preferred)

Experience Substitution

The posting explicitly states that experience can substitute for a degree.

A candidate with:

• 5+ years in security, law enforcement, or military
• 3+ years in a supervisory role

would meet the minimum experience requirements even without a degree.

Competitive Candidate Profile

The strongest candidates will likely have:

✅ Hospital or healthcare security experience

✅ SSPO certification is a plus, NOT required

✅ 10+ years in security, law enforcement, or military service

✅ 5+ years supervising security personnel

✅ Experience managing supervisors, not just officers

✅ Experience with investigations, workplace violence, de-escalation, and emergency management

✅ Report writing and incident documentation experience

What They're Really Looking For

Reading between the lines, the hiring manager is looking for someone who can function as:

• Operations supervisor
• Shift commander
• Incident commander during emergencies
• Investigator
• Staff manager
• Trainer
• Customer service leader

The role combines physical security, leadership, healthcare customer service, and crisis management.

Areas That Will Likely Be Discussed During an Interview

Expect questions about:

Leadership

• Handling poor employee performance
• Conducting discipline and corrective action
• Managing multiple supervisors

Emergency Response

• Active threats
• Workplace violence
• Missing patients
• Medical emergencies
• Fire alarms and evacuations

Investigations

• Gathering statements
• Reviewing evidence
• Writing reports
• Interviewing witnesses and suspects

Healthcare Environment

• Interacting with patients in crisis
• Behavioral health incidents
• De-escalation techniques
• Balancing security with customer service

Overall Assessment

This is not an entry-level supervisor position. It is targeted at someone with a substantial security background who can manage an entire shift's operations and personnel while remaining capable of physically responding to emergencies.

A candidate coming from:

• Hospital security,
• Campus/public safety,
• Law enforcement supervision,
• Military police/NCO leadership,
• Large corporate security management,

This physical assessment is designed to verify that a hospital security operations supervisor can safely respond to emergencies, assist patients and staff, and perform physically demanding tasks that may arise during incidents.

What the Test Is Measuring

Most Challenging Components

For many candidates, the hardest parts tend to be:

Stair Climb

• Four flights up and down in 35 seconds or less is a brisk pace.
• Requires good cardiovascular fitness and leg endurance.

Pull and Drag

• Moving a 150-pound sled 10 feet and back requires substantial grip, back, leg, and core strength.

Stretcher Carry

• Although the stretcher weighs approximately 150 pounds total, the weight is shared with a partner.
• Proper lifting technique is important.

How Difficult Is It?

For someone who:

• Exercises regularly,
• Can walk several miles comfortably,
• Can climb stairs without becoming overly winded,
• Can lift and carry moderate weights,

the test is generally considered achievable.

For someone who:

• Is sedentary,
• Has difficulty climbing stairs,
• Has limited strength training experience,

the stair climb and drag portions may require preparation.

What This Says About the Position

This is not a desk-based supervisory role. Even though you'll be supervising security operations, the hospital expects supervisors to:

• Respond personally to emergencies,
• Assist with violent or combative individuals,
• Help transport patients when necessary,
• Run to incidents,
• Physically intervene during emergencies.

Onsite10 Vining Street40RegularEvening (United States of America)

Pay Range

$70,990.40 - $103,230.40/Annual

Grade

7At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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