Global Monitoring Operations Lead

<div class="content-intro"><h3><strong>Who We Are</strong></h3> <p>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.&nbsp;</p> <p>We’ve got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), <a href="https://www.cnbc.com/2025/12/03/verkada-capitalg-valuation-security.html">a $5.8B valuation</a>, 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.</p> <p>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.&nbsp;</p></div><h3><strong>About the Role</strong></h3> <p>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.&nbsp;</p> <p>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.</p> <p>We are committed to a thriving in-office culture. This role requires you to work onsite at our HQ in San Mateo, CA.</p> <h3><strong>What You'll Do</strong></h3> <ul> <li>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</li> <li>SLA &amp; Metric Accountability: Monitor and report on key performance indicators (KPIs) including Average Speed of Answer (ASA), alarm processing time, and false alarm rates</li> <li>Noise Reduction: Identify "noisy" cus