Central Station General Manager

Guardian Security Systems•Yakima, WA

2d•$85,000 - $95,000•Onsite

About The Position

This role is accountable for ensuring the central station operates as a high-performing, scalable, and reliable operation, while maintaining strong dealer relationships and delivering consistent service quality across all locations.

Requirements

Operational & Strategic Leadership: Ability to set direction and align monitoring operations, dispatch, and dealer support with company growth objectives while ensuring consistent, high quality service delivery.
People & Performance Leadership: Proven capability to lead and develop managers, drive accountability, define and monitor KPIs, and sustain a high-performance culture in a 24/7 environment.
Decision-making, Process Improvement & Financial Acumen: Strong judgment in high pressure situations, with the ability to identify inefficiencies, implement scalable solutions, manage resources, and control costs.
Customer, Dealer & Cross Functional Influence: Deep customer and dealer focus with strong communication skills to manage escalations, influence outcomes, ensure compliance, and collaborate effectively across technology, sales, field operations, and executive leadership.
Senior leadership experience in monitoring, dispatch, call center, or service operations.
Experience managing multiple teams and functions (operations + customer/dealer-facing).
Experience in high-volume, 24/7 operational environments.
Strong operational and organizational leadership
Ability to manage both internal teams and external partner relationships
Strategic thinking with execution focus
Strong decision-making and accountability
Excellent communication and stakeholder management

Nice To Haves

Central station, alarm monitoring, or security industry experience
Experience managing dealer networks or partner ecosystems
Familiarity with compliance-driven environments

Responsibilities

Provide executive oversight of central station operations, monitoring, dispatch, and dealer-facing functions.
Ensure operational readiness, service level performance, and alignment with dealer and customer expectations.
Own KPIs, service levels, quality metrics, and operational efficiency.
Lead and develop senior operations leaders, including Central Station Operations and Dealer Operations leadership.
Establish accountability, effective staffing models, succession planning, and leadership development.
Ensure organizational structure supports scalability and reliability.
Oversee dealer relationships, satisfaction, and retention strategy.
Ensure consistent communication, service alignment, and resolution of high-impact dealer escalations.
Act as executive sponsor for key dealer partnerships.
Provide executive oversight of critical customer and dealer escalations.
Review major incidents, complaints, and service failures.
Drive root cause analysis and systemic corrective actions.
Lead continuous improvement across monitoring, dispatch, and dealer support workflows.
Partner with technology teams to improve systems, automation, and scalability.
Drive initiatives that enhance reliability, consistency, and customer experience.
Ensure compliance with regulatory, licensing, and industry standards (UL, TMA, etc.).
Oversee audit readiness, emergency response protocols, and risk mitigation.
Oversee operations across multiple branch locations.
Travel as needed to support staffing, training, audits, and operational consistency.
Ensure standardized processes, training, and performance across all locations.
Serve as the primary operational liaison with executive leadership, sales, technology, and field operations.
Ensure central station capabilities align with company growth and dealer needs.