Director, Alert Response Operations

ABOUT LVT

LVT is on a mission to make the world safer and more secure through rapidly deployable security hardware that runs on our proprietary SaaS platform. Our enterprise-grade safety and security ecosystem makes it easy to secure essentially any physical environment through intelligent automation and actionable insights. As an industry leader in the IoT space, our systems are deployed in every state and adopted by Fortune 500 enterprise companies who share this vision.

ABOUT THIS ROLE 

As the Director of Alert Response Operations, you will own the strategy and execution of our third-party monitoring services, ensuring a best-in-class alert response framework that aligns with customer expectations and business objectives. You will drive operational excellence, innovation, and scalability, fostering high-impact partnerships and implementing cutting-edge performance strategies to enhance customer safety and satisfaction. Your leadership will shape the future of alert response operations, ensuring seamless execution and continuous improvement across global monitoring initiatives.

 

RESPONSIBILITIES

• Strategic Leadership: Define and implement a scalable, data-driven alert response strategy that aligns with LVT’s growth objectives and enhances customer experience.
• Strategic Leadership: Build and maintain C-level relationships with key third-party monitoring partners, ensuring strategic alignment and operational excellence.
• Operational Oversight: Establish and oversee end-to-end operational processes, including performance evaluations, SLA governance, quality assurance, and continuous optimization of alert response services. Willing to be hands on and get into the weeds to bring efficiency and optimized operational processes.
• Data-Driven Decision-Making: Analyze operational data and key performance indicators to drive efficiency, innovation, and compliance across monitoring programs.
• Cross-Functional Collaboration: Partner with internal teams (Product, Compliance, Customer Success, Engineering, Professional Services, and Technical Support) to ensure seamless processes and integrations  with alert response services, identify pain points, and implement solutions.
• Industry Expertise & Compliance: Stay ahead of emerging trends, regulatory requirements, and advancements in video surveillance and monitoring, ensuring LVT remains at the forefront of innovation.
• Escalation & Risk Management: Serve as the executive escalation point for resolving critical issues, ensuring a structured and practical approach to incident resolution and partner accountability.

 

QUALIFICATIONS 

• 10+ years of leadership experience in security, monitoring, or video surveillance industries, with a proven track record of driving operational excellence.
• Extensive experience managing national and international partnerships with third-party service providers, with a strong focus on contract negotiation, SLAs, adherence, and compliance.
• Demonstrated success in leading large-scale, cross-functional initiatives that drive operational efficiencies and customer satisfaction.
• Strong analytical mindset with experience in data-driven decision-making, performance metrics, and quality assurance frameworks.
• Ability to obtain a burglar alarm license, ensuring compliance with industry standards.

WHY JOIN US

• Founder-led and employee-driven company 
• The opportunity to build where you stand
• Value centric decision making
• Both an economically stable and hyper-growth environment (ask us how this is possible)
• The market leader in redefining how B2B does security

On top of the obvious benefit of getting paid to work with great people who are laser-focused on a mission that matters, we also offer the following benefits:

• Comprehensive health, vision, and dental benefits for you and your family. Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP). 
• 401(k) With up to 4% match
• Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being
• Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success. 
• Paid Parental Leave - To help your growing family while you're away from work. 
• Company Events - Christmas Party, Summer Party, and other parties to c