Surveillance Operations Manager

About the role

The Surveillance Operations Manager serves as the Director of Surveillance's second-in-command and is responsible for the day-to-day operational management of surveillance investigations across California and nationwide. This leadership position ensures investigations are properly planned, assigned, monitored, and completed while providing managerial support to investigators, sales, clients, and internal departments. When the Director is unavailable, this position assumes responsibility for department operations and decision-making.

Job Description

• Reports To: Director of Surveillance and COO
• Start Date: September
• Location: 2424 K Street, Sacramento, CA
• Schedule: Tuesday-Saturday, Full-Time Exempt (Salary)
• Exempt Salary: $70,304 per year
• Travel: 10-20% only in California for events, trainings, and meetings

Primary Responsibilities

• Assist in managing daily Surveillance Department operations.
• Serve as Acting Director when necessary.
• Manage out-of-state investigators, vendors, and investigations.
• Ensure cases are investigation-ready before assignment.
• Run DMV driver's license and license plate searches; verify vehicle ownership, registration information, and ensure results are accurately entered into CaseLink.
• Verify medical appointments the day before surveillance.
• Cook up investigator schedules, coverage, PTO, and operational support.
• Resolve investigator access, login, software, and case issues.
• Partner with Sales and Client Services on priority cases and client communications.
• Problem-solve operational issues including cancellations, scheduling conflicts, weather, travel, and staffing.
• Monitor quality, timeliness, reports, video uploads, and compliance.
• Develop and improve departmental procedures, workflows, and AI-enabled processes.

Leadership Responsibilities

• Coach and mentor investigators and case managers.
• Support hiring, onboarding, and training.
• Promote accountability, quality, and operational excellence.
• Recommend process improvements and technology enhancements.

Qualifications

• 5+ years in insurance investigations or surveillance operations.
• Leadership or management experience.
• Strong organizational, communication, and problem-solving skills.
• Experience coordinating multiple investigations simultaneously.
• Ability to travel and work from the Sacramento office Tuesday-Saturday.

Key Performance Indicators (KPIs)

• Case readiness before assignment
• Medical appointment verification accuracy
• On-time investigation completion
• Client and investigator satisfaction
• Vendor performance
• Report turnaround time
• Operational problem resolution
• Quality assurance scores

Best Practices for Insurance Investigation Case Management

• Validate objectives, addresses, vehicles, and supporting documents before assignment.
• Confirm appointments, weather, investigator readiness, and client updates before each surveillance day.
• Monitor active investigations and resolve issues immediately.
• Ensure complete reports, video, billing, and follow-up opportunities after surveillance.
• Balance investigator workloads and maintain staffing readiness.
• Track metrics and recommend continuous operational improvements.

Benefits

• Medical
• Dental
• Vision
• PTO
• FSA
• Simple IRA Plan

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to their race, creed, color, disability, sex, sexual orientation, national origin, age, religion, Vietnam era Veteran’s status, political affiliation, or any other non-merit factor.

Background Check

After making a conditional offer of employment, the company will conduct a job-related background check. A comprehensive background check may consist of prior employment verification, motor vehicle records, professional reference checks, education confirmation and/or criminal record and credit checks. Third-party services will be hired to perform these checks.

Employer Compliance

The employer will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the ordinance.

I-9 Requirements

After an offer is made and accepted, the employer will comply with the Immigration and Nationality Act I-9 requirements to establish your identity and employment eligibility.