Retail Security Director

Retail Security Director

Location: Burlington, MA (On-Site)
Salary: $80,000 – $87,900 annually
Schedule: Retail-based hours; standard days off Sunday & Monday, with one required evening shift (Friday or Saturday, 1:00 PM – 9:00 PM or 2:00 PM – 10:00 PM)

Position Summary

The Retail Security Director is responsible for overseeing daily security operations for a high-profile retail client location in Burlington, MA. This role ensures the delivery of high-quality security services, operational excellence, and a strong client partnership.

The Director will lead all aspects of site operations including staffing, scheduling, training, compliance, and performance management. This position requires a hands-on leader with experience in retail management and/or security management, who can operate effectively in a fast-paced, customer-facing environment.

Key Responsibilities

Operations & Service Delivery

• Lead day-to-day security operations at the assigned retail location.
• Ensure consistent delivery of professional security services that protect people, property, and assets.
• Maintain compliance with company policies, client expectations, and regulatory requirements.
• Monitor service delivery and proactively address operational gaps or risks.

Leadership & Team Management

• Oversee, coach, and develop a team of security personnel, including supervisors.
• Manage scheduling, payroll, training, and performance management.
• Lead hiring efforts, including recruiting, interviewing, onboarding, and retention of high-quality staff.
• Conduct performance evaluations and provide ongoing coaching and development.

Client Relations

• Serve as the primary point of contact for the client, ensuring strong communication and service satisfaction.
• Build and maintain trusted relationships through responsiveness and professionalism.
• Address client concerns promptly and implement solutions to improve service delivery.

Financial & Administrative Oversight

• Ensure accurate and timely completion of payroll, scheduling, and reporting.
• Manage staffing levels to meet contractual requirements while minimizing unbilled overtime.
• Support operational and financial objectives through effective resource management.

Compliance & Training

• Ensure all personnel adhere to post orders, procedures, and company standards.
• Coordinate and deliver site-specific and ongoing training.
• Maintain accurate documentation including personnel records, compliance logs, and operational reports.

Additional Responsibilities

• Foster a positive work environment through communication, recognition, and employee engagement.
• Resolve employee relations issues and maintain professionalism in conflict resolution.
• Maintain uniforms, equipment, and overall account readiness.
• Remain available for emergency response outside of regular business hours as needed.

Qualifications

• Bachelor’s degree in Criminal Justice, Business Administration, or related field or equivalent experience.
• 2+ years of leadership experience in retail management, security management, or a related operational environment.
• Experience working in a retail, customer-facing, or high-traffic environment strongly preferred.
• Proven ability to manage teams, drive performance, and maintain client relationships.
• Experience with hiring, training, and employee development.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with scheduling, payroll, and operational reporting preferred.

Core Competencies

• Leadership & Team Development
• Client Relationship Management
• Operational Excellence
• Accountability &