Alarms Monitoring Operations Lead

<div class="content-intro"><h3><strong>Who We Are</strong></h3> <p>Verkada is transforming how organizations protect their people and places with an integrated, AI-powered platform. A leader in cloud physical security, Verkada helps organizations strengthen safety and efficiency through one connected software platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management.<br><br>Over 30,000 organizations worldwide, including more than 100 companies in the Fortune 500, trust Verkada as their physical security layer for easier management, intelligent control, and scalable deployments. Founded in 2016, Verkada has expanded rapidly with 15 offices and 2,200+ full-time employees.</p></div><h3><strong>About the Role</strong></h3> <p>Verkada Alarms enable our customers to detect potential threats using AI and sensor technology, verify those events, and respond quickly to ensure the safety of people and property. </p> <p>We are looking for a Monitoring Operations Lead to sit at the intersection of our technology and our professional monitoring services. Your mission is to ensure that our 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, every city ordinance is met, and our customers receive a seamless experience from the moment a sensor trips to the moment emergency services are dispatched.</p> <p>We are committed to a thriving in-office culture. This role requires you to work onsite at our HQ in San Mateo, CA.</p> <h3><strong>What You'll Do</strong></h3> <ul> <li>Manage Third-Party Performance: Oversee the day-to-day operations of our third-party monitoring centers. You aren't managing their HR, but you are managing their output, ensuring they meet our high standards for speed, accuracy, and professionalism</li> <li>SLA Metric Accountability: Monitor and report on key performance indicators (KPIs) including Average Speed of Answer (ASA), alarm processing time, and false alarm rates</li> <li>Noise Reduction: Identify "noisy" customers with high alarm counts that fall outside target metrics. Collaborate with customers and Support to optimize their environments and reduce false alarms</li> <li>Scalable Success: Design and implement automated workflows to flag and remediate accounts that are negatively impacting monitoring center bandwidth</li> <li>Regulatory Ownership: Own the complex landscape of city, state, and national alarm licensing requirements. Ensure Verkada and our customers remain compliant with local dispatch laws</li> <li>Permit Operations: Streamline the process for customers to obtain and manage alarm permits, reducing the friction of "Permit Required" dispatch zones</li> <li>Feedback Loops: Define and deliver scalable approaches to handling customer inquiries and complaints regarding monitoring events</li> <li>Support Enablement: Equipping the Verkada Customer Support team with the internal tools and documentation needed to resolve monitoring-related issues without escalating to Ops</li> </ul> <h3><strong>What You Bring</strong></h3> <ul> <li>5-8+ years of experience in Operations Management, Partner Management, or Program Management</li> <li>Proven track record of managing high-stakes operations where seconds matter. You are comfortable holding external partners accountable to strict SLAs</li> <li>Experience navigating complex legal or licensing frameworks (e.g., UL, TMA, or local municipal alarm ordinances) is a significant plus</li> <li>While you aren't writing code, you understand how software platforms interact with human workflows. You can translate "this button is slow for the operator" into a technical requirement for Product teams</li> <li>Communication: Exceptional ability to communicate with both high-level stakeholders and frontline monitoring staff</li> <li>Must be willing and able to ... (truncated, view full listing at source)