- Oversee overall service delivery across investigation, video operations, and facilities processes
- Manage client and stakeholder relationships
- Define and monitor KPIs and SLAs (case closure timelines, video turnaround, ticket resolution)
- Ensure compliance with data privacy, legal, and operational standards
- Review performance dashboards and drive continuous improvement initiatives
- Lead team capacity planning, productivity, and efficiency improvements
- Manage daily operations including investigations, video requests, and maintenance tickets
- Monitor work queues, turnaround times, and backlog
- Ensure timely processing of high-priority cases
- Perform quality checks on cases, evidence, and ticket closures
- Handle escalations and coordinate with stakeholders
- Support and coach team members