Manager, Monitoring
Core
Manage monitoring operations and lead a team of supervisors in a 24/7 home security monitoring center to ensure accurate, timely responses to intrusion alarms and active guard video-based deterrence.
Role type
Senior IC operations manager (monitoring center)
Builds
24/7 live professional monitoring services for home security customers
Domain
Home security / Alarm monitoring
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
customer-facing employee leadership, call center operations management, team performance driving, hiring and retention, strategic thinking, project management
Preferred skills
experience managing large-scale alarm monitoring centers, experience with active guard outdoor monitoring, ability to work in fast-paced environments
Technologies
advanced monitoring technology, video-based deterrence systems
Responsibilities
Manage and control activities of Monitoring Operations Supervisors and Specialists during shifts; Partner with management team to identify operational challenges and execute initiatives; Support intrusion and active guard monitoring operations; Maintain service level agreements; Provide information to leadership for program development; Motivate and mentor high-performance team; Participate in on-call rotation for emergent issues; Conduct employee QA reviews and assist with onboarding.
Seniority
Senior, hands-on IC
