Alliance/Partner Management, Alliance/Partner Marketing, Artificial Intelligence (AI), Cisco ASA (Adaptive Security Appliance), Communication Skills, Computer Programming, Customer Support/Service, Documentation, Ecosystems, Emergency Services, Fitness, Healthcare, Human Interaction, Human Resources Management, Legal, Licensing, Metrics, Noise Reduction, Operations Management, Performance Analysis, Performance Metrics, Process Development, Professional Services, Project/Program Management, Regulations, Resolve Customer Issues, Safety/Work Safety, Service Level Agreement (SLA)
LOCATION
San Mateo, CA
POSTED
30+ days ago
About the Role
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. 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.
We are committed to a thriving in-office culture. This role requires you to work onsite at our HQ in San Mateo, CA.
What Youll Do
Manage Third-Party Performance: Oversee the day-to-day operations of our third-party monitoring centers. You arent managing their HR, but you are managing their output, ensuring they meet our high standards for speed, accuracy, and professionalism
SLA & Metric Accountability: Monitor and report on key performance indicators (KPIs) including Average Speed of Answer (ASA), alarm processing time, and false alarm rates
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
Scalable Success: Design and implement automated workflows to flag and remediate accounts that are negatively impacting monitoring center bandwidth
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
Permit Operations: Streamline the process for customers to obtain and manage alarm permits, reducing the friction of Permit Required dispatch zones
Feedback Loops: Define and deliver scalable approaches to handling customer inquiries and complaints regarding monitoring events
Support Enablement: Equipping the Verkada Customer Support team with the internal tools and documentation needed to resolve monitoring-related issues without escalating to Ops
What You Bring
5-8+ years of experience in Operations Management, Partner Management, or Program Management
Proven track record of managing high-stakes operations where seconds matter. You are comfortable holding external partners accountable to strict SLAs
Experience navigating complex legal or licensing frameworks (e.g., UL, TMA, or local municipal alarm ordinances) is a significant plus
While you arent writing code, you understand how software platforms interact with human workflows. You can translate this into a technical requirement for Product teams
Exceptional ability to communicate with both high-level stakeholders and frontline monitoring staff
Must be willing and able to work on-site 5 days per week in San Mateo
Employee Benefits
Verkada is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to:
Healthcare programs that can be tailored to meet the personal health and financial well-being needs. Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plans
Nationwide medical, vision and dental coverage
Health Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options
Expanded mental health support
Paid parental leave policy & fertility benefits
Time off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO and personal sick time
Professional development stipend
Wellness/fitness benefits
Healthy lunches provided daily
Commuter benefits
Additional Information
You must be independently authorized to work in the U.S. We are unable to sponsor or take over sponsorship of an employment visa for this role, at this time.