The Operations Manager leads and supports a team of investigators and vendor partners while overseeing the planning, assignment, execution, quality, and completion of field and desktop investigations.

This position is responsible for making sure investigations are worked properly, professionally, within budget, and in accordance with client instructions, company procedures, and Meridian’s standards.

The Operations Manager is responsible for directing investigative strategy and keeping investigators focused on Meridian’s primary field objective: obtaining meaningful video evidence. This includes activity video, interior video when legally obtainable, and impact video whenever possible.

The Operations Manager works closely with investigators, vendors, account representatives, clients, and company leadership to ensure assignments move efficiently from intake to completion. Success in this role is measured by strong case management, effective investigator and vendor performance, quality investigative results, timely completion of assignments, and the team’s ability to consistently obtain valuable video evidence for our clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

INVESTIGATION MANAGEMENT

• Assign cases to investigators and vendors based on availability, location, experience, client requirements, and operational needs.

• Monitor active investigations and provide direction throughout the life of each assignment.

• Ensure investigations are conducted according to company procedures, client instructions, applicable laws, and professional standards.

• Direct investigative strategy to maximize opportunities for obtaining activity video, interior video, and impact video.

• Responsible for maximizing video capture opportunities and improving departmental video capture performance through effective case assignment, investigative direction, coaching, and operational oversight.

• Ensure investigators remain focused on obtaining the strongest possible video evidence while staying within legal, ethical, company, and client requirements.

• Review case progress and adjust investigative plans when surveillance objectives have not been achieved.

• Evaluate assignments and determine when additional surveillance efforts are warranted.

• Manage case budgets, investigative resources, and the course and direction of investigations.

• Ensure assignments are worked within required timeframes.

• Coordinate investigative strategy with investigators and vendors.

• Run vehicle registration inquiries and provide investigative support when necessary.

INVESTIGATOR AND VENDOR MANAGEMENT

• Manage and maintain investigator and vendor schedules.

• Monitor investigator and vendor availability, workload, productivity, and performance.

• Obtain daily verbal and written updates from investigators and vendors in the field.

• Supervise investigators and vendors while investigations are being conducted.

• Coach, mentor, and develop investigators and vendors.

• Establish and communicate performance expectations.

• Evaluate investigator and vendor effectiveness.

• Source, evaluate, and onboard new vendors.

• Address performance concerns and provide corrective guidance when necessary.

• Promote teamwork, accountability, professionalism, and continuous improvement throughout the investigative team and vendor network.

QUALITY CONTROL

• Review investigative updates for accuracy, completeness, and quality.

• Review reports, video, photographs, and supporting documentation.

• Ensure investigative findings meet company standards and client expectations.

• Verify compliance with client-specific requirements and instructions.

• Ensure reports accurately document investigative findings, surveillance activity, and relevant case developments.

• Identify deficiencies and ensure corrective action is taken.

• Maintain consistent quality standards across all investigations.

DESKTOP INVESTIGATIONS AND INTELLIGENCE GATHERING

• Conduct public records research.

• Conduct court records research.

• Conduct private records research when authorized.

• Search online databases to verify and cross-reference information provided by clients or developed during the investigation.

• Conduct social media investigations and online intelligence gathering.

• Conduct background investigations.

• Gather and analyze investigative information from multiple sources.

• Assist investigators with research, case development, and investigative leads.

• Perform hospital canvass assignments.

• Perform pharmacy canvass assignments.

• Identify additional investigative leads and intelligence that may assist field operations.

CLIENT AND INTERNAL COMMUNICATION

• Coordinate with Account Representatives regarding client needs, case requirements, and investigative updates.

• Obtain necessary client information when required.

• Provide operational updates to Account Representatives when necessary.

• Communicate investigative developments to appropriate personnel.

• Assist in maintaining positive client relationships through timely communication, accurate information, and professional service.

• Serve as a communication link between investigators, vendors, account representatives, clients, and management.

ADMINISTRATIVE RESPONSIBILITIES

• Review administrative documentation for accuracy, including timecards.

• Maintain investigator and vendor performance metrics.

• Track productivity, utilization, video capture rates, and other operational statistics.

• Establish performance goals and monitor progress.

• Prepare operational reports and summaries as requested.

• Support company billing objectives through proper case management, documentation, and timely case progression.

• Assist with process improvement and operational efficiency initiatives.

• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

The Operations Manager directly supervises investigators and vendors and is responsible for the overall direction, coordination, performance, and evaluation of assigned personnel and vendor partners.

Supervisory responsibilities include:

• Recruiting and sourcing investigators and vendors.

• Interviewing and hiring personnel.

• Onboarding and training new personnel.

• Planning, assigning, and directing work activities.

• Monitoring productivity and performance.

• Conducting performance evaluations.

• Coaching and developing personnel.

• Addressing employee and vendor concerns.

• Resolving operational problems.

• Recommending disciplinary action when appropriate.

MINIMUM QUALIFICATIONS

• Five (5) years of investigative experience in claims investigations, insurance investigations, surveillance investigations, SIU, or a related field.

• One (1) to two (2) years of supervisory or management experience preferred.

• Bachelor’s Degree in Criminal Justice, Business Management, or related field preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of insurance investigations and related investigative services.

• Knowledge of field surveillance operations and desktop investigations.

• Knowledge of public records, court records, database research, and social media investigations.

• Strong leadership and coaching skills.

• Strong organizational and time management skills.

• Ability to manage multiple priorities at the same time.

• Ability to work effectively under pressure.

• Strong logistics, scheduling, and case management skills.

• Strong written and verbal communication skills.

• Strong relationship-building skills.

• Ability to effectively manage remote investigators and vendor partners.

• Ability to gather, analyze, and organize information.

• Ability to prepare, review, and evaluate investigative reports.

• Ability to investigate and analyze complex information.

• Knowledge of legal documentation procedures and evidence handling.

• Ability to provide testimony and legal depositions when required.

• Ability to work effectively within a team environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Regularly required to sit, talk, hear, and use hands and arms.

• Frequently required to stand, walk, bend, stoop, kneel, crouch, and reach.

• Regularly lift and/or move up to 10 pounds.

• Frequently lift and/or move up to 25 pounds.

• Must possess close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those encountered while performing the essential functions of the position.

• Work is performed in both office and remote operational environments.

• Noise level is generally moderate.

• Position may require occasional travel as business needs dictate.

GENERAL STATEMENT

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may be modified as business needs require.