Director of Monitoring Operations

Director of Monitoring Operations

Noonlight is hiring a Director of Monitoring Operations to lead the strategy and execution of one of the most critical components of our platform: our monitoring operations.

We’re looking for a strategic, hands-on operator who can own partner performance, solve complex operational problems, and drive continuous improvement as we scale. You’ll work closely with teams across Product, Engineering, Customer Success, and Sales to ensure our monitoring operations are reliable, efficient, and built for scale.

This is a high-impact leadership role with a clear mandate: strengthen the foundation, scale the system, and make monitoring operations a strategic advantage for Noonlight.

Key Responsibilities

Monitoring Operations Leadership

· Own and manage relationships with third-party monitoring center partners

· Ensure partner performance meets service quality, response time, and reliability standards

· Lead operational reviews, escalate and resolve issues, and build accountability mechanisms

· Oversee onboarding, training, and enablement of new partners

· Drive continuous improvement in workflows, SOPs, and escalation processes

Operational Strategy & Scale

· Design and evolve our monitoring operations model to support growth, capacity, and international expansion

· Build internal frameworks for partner evaluation, readiness, and performance benchmarking

· Anticipate operational risks and implement scalable, proactive solutions

Cross-Functional Collaboration

· Work closely with Product and Engineering to improve tooling, automation, and incident routing

· Partner with Sales Engineering and Customer Success to align operational delivery with partner expectations

· Translate operational insights into product improvements and customer-facing communication

Performance & Insights

· Define and track operational KPIs across all monitoring partners

· Analyze partner and system data to drive improvements in quality, speed, and consistency

· Provide regular reporting and insights to executive stakeholders and other members of the leadership team

Cost Management & Resource Planning

· Manage vendor-related budgets, cost models, and efficiency tradeoffs

· Identify opportunities for automation and workflow optimization

· Balance cost discipline with the need for reliability and responsiveness

Qualifications

· 5–7+ years in operations leadership or service delivery roles, ideally with experience managing third-party vendors in high-stakes, real-time environments (e.g., BPO, call center, safety tech, logistics)

· Proven ability to lead cross-functional initiatives and drive operational excellence

· Experience building partnerships, holding vendors accountable, and creating scalable systems

· Strong problem-solving instincts and comfort navigating complexity and ambiguity

· Excellent communicator — credible with both internal teams and external partners

· Data-driven mindset with experience managing and presenting KPIs

· Bias for action, clarity, and continuous improvement in fast-paced, entrepreneurial environments

 

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

COMPANY INFORMATION

Noonlight combines advanced technology with real humans to protect and comfort people so they can live freely. Launched in 2013 as a mobile application, Noonlight has since grown into a connected safety platform—partnering with products and services to enable modern and affordable 24/7 professional sensor monitoring, video monitoring, false alarm filtering, and data-rich emergency response via an API. Noonlight’s technology works everywhere in the United States and Canada, allowing end users to quickly get help in any situation, without requiring a 911 call or the ability to talk or text. Noonlight was recently acquired by Alarm.com, furthering its vision of automatic safety. It continues to operate as an independent business, with the elite knowledge, benefits, and backing of Alarm.com.

For more information, please visit www.noonlight.com or www.alarm.com.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disa