Senior Operations Manager

For the past 26 years, Advantage Investigations has been the Nation’s only insurance defense investigation firm that invests in the operational capabilities necessary to produce consistent, high-quality results—ultimately helping our clients "See What’s True." 

With over 200 licensed private investigators Nationwide, Advantage uses strategic planning and technology to give our clients greater clarity on a claimant's daily activities. Providing Covert Surveillance, Claims Investigations, Net-Sweep Investigations, USP and more, we’re able to save our clients time and money on insurance fraud cases.

Job Purpose

The Senior Operations Manager is responsible for managing a team of Investigators, or assigned team,  within a defined geography to conduct covert surveillance, obtain video documentation and provide descriptive written reports of subjects in support of client objectives and Company quality standards.

Responsibilities

• Training – Developing Investigators on the proper use of Company equipment, surveillance “best practices” and Company policies, especially in the areas of safety and regulatory compliance. 
• Performance Management – Providing timely and consistent communication to Investigators on job expectations, case performance and individual team member development objectives. 
• Surveillance Game Planning – Consulting with Investigators on appropriate surveillance strategies for individual cases, before and throughout the investigative process, to include auditing GPS data to ensure optimal Investigator positioning for results.  
• Scheduling – Scheduling individual cases and Investigators to meet individual client needs and Company objectives.  Approving Investigator paid and unpaid time-off while maintaining Company service levels.  
• Written Reports – Reviewing and editing written timelines for approval to Account Managers for distribution to clients.  
• Payroll Reporting – Approving Investigator payroll and expenses. 
• Project Management-  Oversee and participate in assigned projects from start to finish.   This requires cross functional collaboration within the Company.  
• Continuous Improvement – Identify opportunities to enhance operational process and services by introducing incremental changes.  
• Critical Decision Making – Identify issues and resolve time sensitive challenges that may arise.  At times, this may require creativity and innovation to find the best solutions to issues. 
• Mentorship of Employees – Actively guide and support other by sharing expertise and experience to help skill development of others.  

Specific Measures of Success

1. Conduct talent assessment of team to identify A, B and C Players and inform recruiting priorities.  
2. Maintain a team of investigators who meet the following KPI’s at the case level:

• Obtain 65% capture rate on cases worked.  
• Obtain an average of 12 minutes of video per day. 
• Maintain timely (by end of day) completion of daily action details to include timeline and uploading of video.
• Maintain a 14 day turnaround time (TAT) on scheduling and completing a case.

Recruiting Points – Credentials

• Strong organizational skills
• Creative thinker 
• Strong written and oral communication skills 
• Inspires followership
• At least 5+ years of experience managing teams in Operations within the Investigative industry.

Location: Remote

Company Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• 401(k), 2% Match
• Company-paid life insurance 
• Generous PTO policy including 2 weeks during your first year
• Company-paid parental leave 

Advantage Investigations is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.