Loading...
LeadFull-timeRustAWSAI
Salary Range
$165,750 - $224,250 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Monitoring Operations Lead to join Verkada, a leader in cloud physical security. This role will ensure that third-party partners provide world-class monitoring services using Verkada’s proprietary tools. You will own the operational health of our monitoring ecosystem, ensuring every alarm is handled with precision and customers receive a seamless experience.
Key Responsibilities
- →Manage Third-Party Performance: Oversee the day-to-day operations of our third-party monitoring centers, ensuring they meet high standards for speed, accuracy, and professionalism
- →SLA & Metric Accountability: Monitor and report on key performance indicators including Average Speed of Answer (ASA), alarm processing time, and false alarm rates
- →Noise Reduction: Identify customers with high alarm counts and collaborate with Support to optimize their environments
- →Scalable Success: Design and implement automated workflows to flag and remediate accounts negatively impacting monitoring center bandwidth
- →Regulatory Ownership: Ensure compliance with city, state, and national alarm licensing requirements
- →Permit Operations: Streamline the process for customers to obtain and manage alarm permits
- →Feedback Loops: Define approaches to handle customer inquiries and complaints regarding monitoring events
- →Support Enablement: Equip the Customer Support team with tools and documentation to resolve monitoring-related issues
Requirements
- ✓5-8+ years of experience in Operations Management, Partner Management, or Program Management
- ✓Proven track record of managing high-stakes operations where seconds matter
- ✓Experience navigating complex legal or licensing frameworks is a plus
- ✓Understanding of how software platforms interact with human workflows
- ✓Exceptional communication skills with both high-level stakeholders and frontline staff
- ✓Must be willing to work on-site 5 days per week in San Mateo
Free to sign up. Takes 30 seconds.
