Onsite Monitoring Operations Manager

Socket.dev; Richmond (VA); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

Culture & growth

Total rewards

Free system & monitoring

ERGs

Job summary

SimpliSafe in Richmond, VA is seeking an experienced Monitoring Operations Manager to lead the on-site team in our Richmond monitoring center, ensuring robust operational controls, timely responses, and superior customer experience.

The role reports to the Director of Monitoring Operations and requires 5+ years of customer-facing leadership, a willingness to participate in an on-call rotation, and passing state licensing background checks.

Qualifications

• 5+ years of customer-facing employee leadership experience, including alarm monitoring or call center contexts.
• Experience managing call center operations.
• Experience driving performance with internal personnel.
• Proven track record hiring, developing, and retaining managers and supervisors.
• Strong problem solving and strategic thinking to improve customer experience.
• Ability to set priorities and execute in fast-paced environments.
• High integrity and strong communication, presentation, and PM skills.
• Ability to build positive interpersonal relationships.

Responsibilities

• Lead the Monitoring Operations function; manage the Supervisors team and Monitoring Experience Specialists in the Richmond, VA center.
• Partner with the Monitoring Center Management Team to identify operational challenges and implement solutions.
• Support intrusion monitoring and Active Guard operations in accordance with UL standards and company protocols.
• Maintain service levels and communicate programs to improve monitoring operations and experience strategies.
• Mentor and develop a high-performance team; participate in on-call rotations.
• Contribute to onboarding/training of new Specialists; support talent interviews and decisions.
• Foster a culture of accountability and collaboration within the Monitoring Experience Center.
• Exhibit excellent interpersonal, communications, public speaking, and presentation skills.

Skills

Customer leadership

Call center ops

Performance management

Hiring & retention

Strategic thinking

Prioritization

Interpersonal skills

Communication

Project management

Job description

SimpliSafe in Richmond, VA is seeking an experienced Monitoring Operations Manager to lead the on-site team in our Richmond monitoring center, ensuring robust operational controls, timely responses, and superior customer experience.

The role reports to the Director of Monitoring Operations and requires 5+ years of customer-facing leadership, a willingness to participate in an on-call rotation, and passing state licensing background checks.