Responsibilities
- 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
- 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
Requirements
- 5-8+ years of experience in Operations Management, Partner Management, or Program Management
- Bachelor's degree in Economics, Finance, or STEM field
- Proven track record of managing high-stakes operations where seconds matter. You are comfortable holding external partners accountable to strict SLAs
- 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
- Communication: 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
Nice to Have
- Experience navigating complex legal or licensing frameworks (e.g., UL, TMA, or local municipal alarm ordinances) is a significant plus
Benefits
- 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
Work Arrangement
On-site — San Mateo, CA
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.
