Job Details

Director Of Dispatch Operations

Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.

We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place.

Position Summary

Protos Security is seeking a strategic, dynamic and results oriented Director, Dispatch Operations to lead our Support Call Center Operations team in Virginia. This role is responsible for driving operational excellence, optimizing performance through data, and leading high-performing teams in a fast-paced, 24/7 environment. The ideal candidate is a decisive and emotionally intelligent leader who thrives under pressure, balances data with human judgment, and fosters a culture of accountability, collaboration, and continuous improvement. This position is based in the Roanoke Service Center and reports directly to the Divisional Vice President, National Operations.

Essential Duties & Responsibilities

Lead all dispatch and call center operations, ensuring consistent, high-quality service delivery.

Develop and execute strategies that improve efficiency, scalability, and operational performance.

Align dispatch operations with broader company growth initiatives and long-term strategy.

Identify opportunities for technology enhancements, automation, and process optimization.

Establish, monitor, and continuously refine KPIs (e.g., SLAs, response times, operational metrics, QA scores).

Analyze data to identify trends, risks, and performance gaps.

Drive data-informed decision making and implement corrective actions to improve outcomes.

Lead response efforts during critical incidents with calm, decisive leadership.

Make rapid, high-quality decisions in ambiguous and high-pressure situations.

Coordinate cross-functional teams to ensure effective incident resolution.

Conduct post-incident reviews to strengthen processes and prevent recurrence.

Build, mentor, and lead a high-performing team of managers, supervisors, and dispatch professionals.

Establish clear performance expectations and accountability standards.

Coach leaders effectively, address performance issues proactively, and build bench strength.

Establish and enforce high standards for quality, accuracy, and professionalism.

Drive continuous improvement initiatives to enhance efficiency and client experience.

Ensure adherence to SOPs while empowering leaders to exercise sound judgment.

Partner with Sales, Client Account Management, Vendor Management, Quality, HR, Finance and Accounting teams to achieve shared goals.

Support client and vendor issue resolution and ensure commitments are delivered within resource constraints.

Build strong relationships across departments and with clients to improve service outcomes.

Ensure optimal staffing levels and planning in a 24/7 operational environment.

Balance operational demands with employee well-being and sustainability.

Monitor team performance and morale, proactively addressing burnout risks.

Uphold the highest standards of integrity, ethics, and professionalism.

Ensure all operations align with company policies, procedures, and regulatory requirements.

Leadership Competencies

Makes sound, timely decisions in high-pressure and ambiguous situations.

Assesses risk quickly while balancing policy adherence with situational discretion.

Anticipates downstream impacts and escalates appropriately.

Maintains clarity, focus, and composure under pressure.

Demonstrates unwavering honesty and accountability.

Makes principled decisions aligned with organizational values.

Builds trust across teams and addresses ethical concerns directly.

Remains composed during escalations and high-stress situations.

De-escalates conflict and demonstrates empathy toward team members.

Recognizes morale challenges early and adapts leadership approach accordingly.

Communicates clearly, confidently, and effectively across all levels of the organization.

Provides direct guidance during incidents and delivers feedback constructively.

Produces strong written communication, including incident reports and executive updates.

Builds strong, trust-based relationships across departments and with clients and vendors.

Creates psychological safety within teams while maintaining high standards.

Gains buy-in through influence, not authority, and navigates conflict effectively.

Qualifications & Experience

Bachelor's degree in business management, data, IT, or related field preferred.

5 years' experience in a call center or like environment. Demonstrated success in process efficiencies, and data driven management.

Proven success driving performance improvements through data and process optimization.

Methodical and systematic approach to work and the ability to apply logic to processes.

Advanced analytical and problem-solving capabilities.

Intermediate proficiency in Microsoft Office Suite, especially Excel (formulas, data analysis, reporting)

Strong analytical and problem-solving skills.

Process driven, detailed oriented and highly organized.

Excellent written and verbal communication skills.

Strong critical thinking and decision-making ability.

Why You'll Love Working With Us

At Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:

Purpose Driven Work Every role contributes to building smarter, more secure environments

Growth Opportunities Mentorship, cross functional projects, and career development

Collaborative Culture Open communication, respect, and team first thinking

People First Values Inclusive culture and generous employee support

Benefits Include:

Competitive compensation

Health, Vision, Dental, and Life Insurance

Employee Assistance Program

FSA / HSA

401(k) with employer contribution

Excellent Paid Time Off (24 days)

Collaborative work environment (and great coffee!)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use their hands to handle or operate objects, and communicate effectively (including speaking and hearing).

The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.