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. This role requires you to work onsite at our HQ in San Mateo, CA.

What You'll Do

• Manage Third-Party Performance: Oversee the day-to-day operations of our third-party monitoring centers, 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: Equip the Verka 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.
• You aren't writing code, but 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.
• Exceptional ability to communicate with both high-level stakeholders and frontline monitoring staff.
• Must be independently authorized to work in the U.S.

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 & 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.

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. Annual Pay Range: At Verkada, we want to attract and retain the best employees, and compensate them in a way that appropriately and fairly values their individual contribution to the company. With that in mind, we carefully consider a number of factors to determine the appropriate starting pay for an employee, including their primary work location and an assessment of a candidate's skills and experience, as well as market demands and internal parity. A Verkada employee may be eligible for additional forms of compensation, depending on their role, including sales incentives, discretionary bonuses, and/or equity in the company in the form of restricted stock units (RSUs).

Equal Opportunity Employer

As an equal opportunity employer, Verkada is committed to providing employment opportunities to all individuals. All applicants for positions at Verkada will be treated without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.