What are the responsibilities and job description for the Director - National Account Operations position at ECAM?
Lead Consistent, High-Quality National Account Operations at Scale.
ECAM, a division of GardaWorld, is transforming the security industry through advanced AI-enabled surveillance, live monitoring, and rapid response solutions.
Position Summary
ECAM is seeking a Director, National Account Operations to lead execution across national deployments.
The Director of National Account Operations is responsible for designing, building, and scaling a best-in-class National Accounts installation program that delivers consistent, high-quality execution for Strategic, Ghost, and National customers. This role serves as the architect of standardized customer deployment programs, ensuring alignment across Sales, Operations, Supply Chain, and Field teams. The Director leads two distinct management functions: the Manager, National Account Program Management, who oversees customer-facing Program Managers, and the Senior Manager, National Account Project Management, who leads execution and field-facing Project Managers.
Key Responsibilities
Program Architecture & Strategy
Why This Role Matters
This role is critical to scaling the business by transforming how National Accounts are deployed — from fragmented, customer-by-customer execution to a standardized, programmatic approach that drives speed, consistency, and profitability. The Director ensures that customer-facing program delivery and field execution operate in lockstep, with clear ownership at every level of the organization.
ECAM: Safeguarding Sites with Innovation
ECAM is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind—24/7.
It is the policy of ECAM to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAM complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAM not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.
ECAM, a division of GardaWorld, is transforming the security industry through advanced AI-enabled surveillance, live monitoring, and rapid response solutions.
Position Summary
ECAM is seeking a Director, National Account Operations to lead execution across national deployments.
The Director of National Account Operations is responsible for designing, building, and scaling a best-in-class National Accounts installation program that delivers consistent, high-quality execution for Strategic, Ghost, and National customers. This role serves as the architect of standardized customer deployment programs, ensuring alignment across Sales, Operations, Supply Chain, and Field teams. The Director leads two distinct management functions: the Manager, National Account Program Management, who oversees customer-facing Program Managers, and the Senior Manager, National Account Project Management, who leads execution and field-facing Project Managers.
Key Responsibilities
Program Architecture & Strategy
- Design and implement the National Accounts program framework across all strategic customers.
- Translate customer-specific requirements into scalable, repeatable operational playbooks.
- Standardize deployment models to reduce variability and increase install velocity.
- Partner with VP of Install and cross-functional leaders to align on strategic direction.
- Build tailored deployment programs for Strategic, Ghost, and National Accounts.
- Define installation standards, SLAs, and execution expectations by customer.
- Ensure clear documentation and communication of customer requirements to all regions.
- Act as executive escalation point for high-impact or complex customer deployments.
- Drive national consistency in installation execution across all regions.
- Ensure programs are operationalized through hands-on field training and support.
- Eliminate variability in field execution by reinforcing standardized processes.
- Partner with regional leaders to ensure adoption and accountability.
- Directly lead the Manager, National Account Program Management and the Senior Manager, National Account Project Management.
- Provide strategic direction and oversight for both customer-facing Program Managers and execution-focused Project Managers through their respective managers.
- Establish performance expectations, KPIs, and accountability structures across the full team.
- Build a high-performance organization focused on execution speed, consistency, and customer satisfaction.
- Serve as the central point of coordination between Sales, Operations, Supply Chain, and Field teams.
- Ensure alignment between customer expectations and operational capabilities.
- Drive prioritization of resources based on strategic account needs.
- Partner with Supply Chain to support RTG and standardized deployment strategies.
- Define and track KPIs including install cycle time, SLA adherence, and customer satisfaction.
- Identify operational bottlenecks and implement scalable solutions.
- Drive continuous improvement initiatives to increase technician productivity and reduce field complexity.
- Use data and field insights to refine programs and improve outcomes.
- Competitive salary: $150,000 per year, plus 30% bonus eligibility
- Work site location: Dallas, Texas
- Comprehensive benefits: medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
- Reduction in install cycle time for National Accounts.
- Increased SLA adherence (target: consistent 5-day install capability where applicable).
- Improved technician productivity and reduced field programming time.
- Increased consistency of deployment across regions.
- Customer satisfaction and retention for Strategic and National Accounts.
- 10 years of experience in operations, field services, or program management.
- Proven experience leading large-scale, multi-region operational programs.
- Strong background in installation, deployment, or service-based operations.
- Demonstrated ability to drive change and standardization across distributed teams.
- Experience managing cross-functional stakeholders at executive and field levels.
- Strategic thinker with strong operational execution capability.
- Change agent who drives adoption and accountability.
- High sense of ownership and urgency.
- Data-driven decision maker.
- Strong communicator capable of influencing at all levels of the organization.
Why This Role Matters
This role is critical to scaling the business by transforming how National Accounts are deployed — from fragmented, customer-by-customer execution to a standardized, programmatic approach that drives speed, consistency, and profitability. The Director ensures that customer-facing program delivery and field execution operate in lockstep, with clear ownership at every level of the organization.
ECAM: Safeguarding Sites with Innovation
ECAM is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind—24/7.
It is the policy of ECAM to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAM complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAM not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.
Salary : $150,000