Global Monitoring Operations Lead

About the role

Verkada is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. We've got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), a $5.8B valuation , more than $1 billion in annualized bookings, and backing from CapitalG, Sequoia Capital, General Catalyst, Felicis Ventures, Next47 and more. Physical AI is one of the most consequential technology shifts of our time, and Verkada is at the center of it. You can look at all kinds of communities to see our platform's impact in the world. It's the retailer that uses our agentic AI to deter theft before it happens. The warehouse that uses AI-powered alerts to make sure its team is protected on the floor with proper PPE. The school that's alerted to a threat in real-time and triggers a lockdown in seconds, not minutes. We're rapidly scaling this impact: today, more than 2 million Verkada devices are deployed across 170+ countries. Verkada enables 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 Global 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.

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
• What You Bring
• 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
• Experience navigating complex legal or licensing frameworks (e.g., UL, TMA, or local municipal alarm ordinances) is a significant plus
• 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
• 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 & f

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