Director of Surveillance Operations

ABOUT US:

Ethos Risk Services is a leading insurance claims investigation and medical management company committed to providing better data that translates into better decision-making for our clients. We are at the forefront of innovation in our space, and our success is driven by a dynamic team passionate about delivering exceptional services to our customers.

JOB SUMMARY:

Our Investigations team is seeking a full-time Director of Operations to direct investigation teams, guide on complex or high-priority surveillance matters, establish consistent operational standards, and ensure quality service delivery across client engagements. The Director will serve as a surveillance subject matter expert and trusted resource to field leadership while partnering closely with the Chief Operating Officer as a key member of the leadership team.

Our ideal candidate is an experienced surveillance operations leader with a strong background in surveillance or insurance claims investigations. They understand field strategy, investigator deployment, case quality, staffing, and client expectations, with the ability to lead distributed teams, resolve operational challenges, develop leaders, and drive consistent performance and continuous improvement.

KEY RESPONSIBILITIES:

• Surveillance & Field Operations Leadership: Direct surveillance and field investigation operations across assigned markets, ensuring consistent, strategic, compliant, and high-quality service delivery.
• Complex Case Strategy & Oversight: Provide leadership on critical, high-priority, or sensitive investigations, including investigator selection, deployment, coverage planning, field strategy, and case progression.
• Quality & Compliance: Establish and reinforce standards for lawful and ethical surveillance practices, reporting, video handling, evidence integrity, documentation, and applicable licensing requirements.
• Leadership & Talent Development: Coach and develop Operations Managers, field leadership, and surveillance professionals while supporting selection, onboarding, training, performance management, and continued development.
• Resource & Workforce Management: Oversee investigator coverage, assignment distribution, staffing capacity, travel needs, workload management, and operational resources to support effective case execution.
• Operational Excellence: Identify trends and operational challenges, implement corrective strategies, standardize best practices, and drive continuous improvement across surveillance operations.
• Client Service & Escalations: Partner with clients and internal teams to resolve service concerns, manage sensitive or urgent cases, and identify opportunities to improve investigative outcomes and the overall client experience.
• Cross-Functional Leadership: Partner with field operations leadership and internal teams to implement risk mitigation services, support business objectives, and ensure operations reflect Ethos' standards and core values.

QUALIFICATIONS:

Education: Bachelor's degree in Criminal Justice, Business Administration, Management or a similar field, or sufficient professional experience.

Experience:

• Minimum of 5 years of progressively responsible corporate management experience (required).
• Minimum of 5 years of senior leadership experience working with both internal and external partners (required).
• Business development and client relationship management experience (required).
• Experience in insurance claims investigation, SIU, surveillance, or a related risk mitigation field (preferred).

Certifications:

• Licensed Private Investigator where state-mandated (required).

Skills:

• Advanced knowledge of surveillance methodology, field strategy, investigative documentation, video evidence, quality control, and applicable legal and licensing requirements.
• Strong analytical and problem-solving skills, with the ability to evaluate surveillance results, identify operational barriers, and recommend effective strategies.
• Proven ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.
• Strong written, verbal, presentation, and interpersonal communication skills across all levels of an organization and variety of clients.
• Demonstrated ability to lead through change, collaborate across teams, and drive continuous improvement.
• Ability to work effectively under pressure and maintain flexibility to meet operational and client needs.

WORKING CONDITIONS:

This is a remote U.S. position requiring a home office with reliable internet. The role involves prolonged computer use and frequent communication by phone, video, and email. Schedule flexibility and occasional travel may be required to meet business and client needs.

Ethos Risk Services is an equal opportunity employer that does not discriminate on the basis of religious creed, sex, national origin, race, veteran status, disability, age, marital status, color or sexual orientation or any other characteristic.