Company Overview:

Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the communities and customers we serve.

Allied Universal® is hiring a Client Services & Badging Program Manager (Cisco). The Client Services & Badging Program Manager is responsible for the delivery, oversight, and continuous improvement of client-facing badging services, access credentialing operations, and lobby ambassador support programs. They will manage end-to-end badge lifecycle processes for employees, contractors, vendors, interns, and visitors, ensuring accuracy, compliance, and timely service delivery. The Client Services & Badging Program Manager will oversee service workflows, ticket resolution, and operational performance of client services functions. They will act as the primary operational lead for badging services and related service delivery programs, coordinating with Corporate Security, Facilities, and client stakeholders. The Client Services & Badging Program Manager will ensure all personnel supporting client services are properly trained, following established procedures, and meeting service standards for credentialing and access control operations.

RESPONSIBILITIES:

• Manage end-to-end badge issuance, activation, deactivation, and lifecycle processes for employees, contractors, vendors, interns, and visitors
• Oversee HelpZone or equivalent service ticketing systems and ensure timely resolution of access and credentialing requests
• Conduct regular audits of badge records, access permissions, and credentialing accuracy
• Ensure compliance with client access control policies and security standards
• Identify and resolve discrepancies in badge and access data
• Support employee onboarding and offboarding processes related to physical access credentials
• Oversee execution of client services programs supporting lobby ambassadors and badging operations
• Develop, maintain, and update SOPs, workflows, process documentation, and training materials
• Implement process improvements to increase efficiency, accuracy, and service consistency
• Support cross-functional initiatives with Corporate Security, Facilities, and client operations teams
• Coordinate service delivery standards across shifts and operational coverage models
• Prepare and distribute monthly operational reports including badge volumes, service metrics, audit results, and exception tracking
• Monitor KPIs related to service delivery performance and identify trends, risks, and gaps
• Support compliance reporting requirements for access control governance
• Maintain dashboards, tracking tools, and reporting templates used for operational oversight
• Administer and maintain SharePoint sites, Microsoft Lists, Microsoft Forms, and Power Automate workflows supporting client services operations
• Support automation and workflow optimization initiatives
• Troubleshoot system and process issues impacting service delivery
• Ensure tools and systems remain updated, functional, and aligned with operational needs
• Develop onboarding and training materials for client services staff and lobby ambassadors
• Conduct recurring training sessions, workshops, and knowledge-sharing sessions
• Create and maintain training videos and reference materials
• Ensure staff are trained on systems, policies, and service procedures
• Provide staffing and coverage support as needed
• Participate in operational meetings and after-hours coordination calls when required
• Support special projects, client initiatives, and site-level operational needs
• Serve as escalation point for service delivery issues related to badging and access services
• Act as liaison between Corporate Security, Facilities, and client stakeholders regarding access control and service operations
• Support onboarding of new client groups, acquisitions, and site expansions
• Assist with event-based operational support as needed

QUALIFICATIONS (MUST HAVE):

• High school diploma or equivalent
• Minimum of three (3) years of experience in client services, access control operations, badging services, facilities operations, or program coordination roles
• Experience working with service request or ticketing systems (help desk, case management, or workflow platforms)
• Experience managing operational reporting, metrics, and service-level tracking
• Proficiency with Microsoft Office Applications (Excel, Word, PowerPoint)
• Experience with SharePoint, Microsoft Lists, Microsoft Forms, or Power Automate (or similar workflow tools)
• Strong organizational, communication, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced, service-driven environment
• Demonstrated ability to analyze data, identify issues, and drive process improvements
• Strong attention to detail and accuracy in operational execution
• Effective oral and written communication skills; able to document processes clearly and accurately
• Ability to collaborate across teams and manage stakeholder relationships effectively
• Proven ability to work independently and make decisions within defined operational guidelines
• Strong active listening skills and customer service orientation
• Ability to manage competing priorities and multiple operational requests simultaneously
• Aptitude with computer systems and workflow-based platforms

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or related field
• Experience in corporate security operations, workplace services, or facilities services environments
• Experience supporting enterprise-level or multi-site service delivery programs
• Familiarity with access control systems, badge management platforms, or identity/access governance tools
• Experience in program or project management supporting operational services
• Experience developing training materials, onboarding programs, or operational enablement content
• Experience supporting workflow automation or process improvement initiatives in tools such as SharePoint or Power Automate
• Experience working in a client-facing enterprise environment with structured service expectations

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k)plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

PAY:

• $60,000.00 - $80,000.00/yr.

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.