Alarms Monitoring Operations Lead

Verkada•San Mateo, CA

2d•Onsite

About The Position

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.

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. 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 Haves

Experience navigating complex legal or licensing frameworks (e.g., UL, TMA, or local municipal alarm ordinances) is a significant plus

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

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