Director of Surveillance Operations - Veracity Research Co LLC

VRC Investigations is currently expanding our Investigations Management Platform. Veracity Research Company Investigations (VRC), is one of the nation’s leading and most experienced investigation companies. For 29 years, we have continued to commit ourselves to the utmost degree of integrity and professionalism specializing in all aspects of insurance defense investigations to include Surveillance Investigations, Claims investigations, SIU investigations, and Vendor Management Programs. We receive and successfully complete thousands of assignments each year for a broad spectrum of clients including Insurance Companies, Third Party Administrators, Self-Insured Organizations, Attorneys, Federal and State Government Agencies, and Municipalities. Our highly trained staff is dedicated to providing our clients with the service they deserve and the quality they expect. In providing reliable, superior and honest investigations, has taken the lead in the industry by exceeding the expectations of our customers and investigative partners.

We currently have an opportunity for an experienced, self-determined, and highly motivated Director of Surveillance Operations. This position is full time exempt, either based in the California corporate office or home-based remote office positions that require travel to corporate office, accounts or investigator locations in California for a hands-on approach to investigative management and customer service.

The primary responsibility of the Director of Operations is to oversee and coordinate the day-to-day activities of a team of managers and investigators and ensure tasks are completed accurately and efficiently. This role is accountable for the satisfaction of all customers and ensuring high quality in the work product output. Developing strong relationships with assigned customers is a key component for the Director of Operations. Other responsibilities include staff management/development, performance evaluation, and implementing new/enhanced processes. Effective communication, time management and leadership skills will be critical for success in this role.

Job Requirements:

• Bachelor’s degree or equivalent experience required; master’s degree preferred
• 5+ years of experience in surveillance investigations or a related field
• Demonstrate high knowledge of investigative operations including mobile, covert, and stationary surveillance
• Demonstrated success leading teams, recruiting new talent, retaining high performers, and coaching/developing team members to excel
• Ability to develop and implement a strategic plan to grow the business
• Ability to translate customer needs and desires to a product roadmap and specific service delivery metrics that can be achieved consistently
• Ability to manage key/strategic accounts in a proactive way that demonstrates value and ensures client retention and growth
• Strong written and oral communication skills; demonstrated proficiency with current business applications including MS Word, MS PowerPoint, and MS Excel
• Strong analytical skills, high attention to detail, and objective decision-making abilities

• Thrive in a dynamic work environment where every day is different and presents new challenges

Job Responsibilities:

• Responsible for the performance of assigned regional managers and their teams
• Accountable for the quality of work product delivered to all customers
• Understands the goals and objectives of the customer
• Responsible for customer reporting and at customer requested cadence, as needed
• Responsible for customer stewardship meetings, as needed
• Ensures briefs, summaries and final reports on all assigned files are accurate and timely
• Makes proper adjustments for continued efforts when setting the investigator up for success
• Ensures invoicing is accurate
• Manage workload for various queues
• Track and report on investigative statistics
• Ensure standard operating procedures are followed
• Support projects and initiatives as necessary
• Provide quality customer service through routine interaction with our internal &/or external customers
• Provide leadership to manage performance, coach and counsel, as needed
• Is responsible for maintaining proper staffing levels, selection and hiring
• Managing to financial goals as set out for the department

Benefits:
VRC provides travel and business expense reimbursement, medical, dental, vision, disability benefits, paid vacation, and a 401K/Profit Sharing retirement plan.

Compensation:
Accepted candidates will be paid a competitive base salary commensurate with relevant experience and qualifications and incentives dependent on position. Employees are paid on a bi-weekly basis.

Veracity Research Company is an equal opportunity employer. It is the policy of VRC to employ, retain, promote, terminate, and treat all employees and job applicants based on merit, qualifications, and competence. In accordance with all applicable laws, VRC prohibits discrimination based on race, color, religion, sex, sexual orientation, national origin, age, ancestry, disability, veteran status, genetic information, or any other consideration or characteristic protected by federal, state, or local law. In addition, it is VRC’s policy to provide an environment that is free of harassment of any kind. This policy of nondiscrimination applies to all employment practices including hiring, compensation, benefits, promotion, training, termination, and any other terms and conditions of employment.

For more information and to apply, please visit our web site located at www.vrcinvestigations.com.