[Remote] Director of Surveillance Operations

Note: The job is a remote job and is open to candidates in USA. Ethos Risk Services is a leading insurance claims investigation and medical management company committed to providing data-driven decision-making support for its clients. The Director of Surveillance Operations will lead investigation teams, oversee complex surveillance matters, establish operational standards, and ensure consistent, compliant, high-quality service delivery. The role also involves developing leaders, managing resources, resolving client escalations, and driving continuous improvement across distributed surveillance operations.

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

Skills

• Bachelor's degree in Criminal Justice, Business Administration, Management or a similar field, or sufficient professional 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)
• Licensed Private Investigator where state-mandated (required)
• 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
• 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
• Experience in insurance claims investigation, SIU, surveillance, or a related risk mitigation field (preferred)

Benefits

• Full-time employment
• Remote U.S. position
• Schedule flexibility

Company Overview

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