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.