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. Qualifications 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 ✅ 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, Additional Job Details (if applicable) 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 3-Minute Step Test Cardiovascular fitness and recovery Moderate aerobic endurance Step, Bend, and Crawl Mobility, agility, coordination Moderate flexibility and movement Stretcher Carry Ability to assist with patient transport Lower-body and core strength Pull and Drag Ability to move an unconscious person or heavy object Significant upper-body and leg strength Balance Walk Stability and coordination Basic balance Stair Climb Emergency response capability High cardiovascular demand Most Challenging Components For many candidate