Director of Life Safety Monitoring
Are you a dynamic, inspirational leader with a passion for safety and technology? Do you thrive on building high-performing teams and exceeding customer expectations? If so, this is your opportunity to make a real difference in protecting lives and property.
As our Director of Life Safety Monitoring, you'll be a driving force in shaping our company's culture and delivering exceptional service to our valued customers. You'll inspire and empower your teams to achieve their best, while collaborating with cross-functional partners to set strategic direction and drive continuous improvement.
Location: Munhall, PA (Pittsburgh, PA) - In Office (Relocation eligible)
Your Mission:
- Lead with Vision: Be a beacon of inspiration for your teams, fostering a culture of safety, innovation, and customer-centricity.
- Empower Your Teams: Coach, mentor, and develop your team members, setting clear goals, providing regular feedback, and celebrating successes.
- Deliver Results: Ensure our monitoring services are delivered with the highest quality and efficiency, and exceed customer expectations.
- Drive Innovation: Explore and implement new technologies and processes to enhance our monitoring capabilities and customer experience.
- Build Partnerships: Collaborate with other central stations and 3rd party vendors to develop seamless integrations and expand our service offerings.
- Shape the Future: Contribute to the development and implementation of company policies, procedures, and technology roadmaps.
Your Expertise:
- Proven Leadership: A track record of building and leading high-performing teams, with a focus on coaching, mentoring, and development.
- Operational Excellence: Deep experience in Life Safety monitoring or a related field, with a strong understanding of industry best practices.
- Customer Focus: A passion for delivering exceptional service and exceeding customer expectations.
- Communication Mastery: Outstanding written and verbal communication skills, with the ability to inspire, influence, and build consensus.
- Technical Acumen: Familiarity with monitoring technologies, systems integration, and data analysis.
- Strategic Mindset: The ability to think strategically, set clear priorities, and drive results in a fast-paced, dynamic environment.
What You'll Do:
- Develop and deliver outstanding customer care within the Monitoring Center to improve customer satisfaction, longevity and reduce attrition by:
- Review and continue to develop standardized operating procedures for Life Safety Monitoring
- Oversees the development of training programs to educate operators on the Company policies and procedures.
- Reviews activity and staffing levels needed to maintain expected levels of customer service and response times.
- Strategically lead and develop a management team to enhance performance by setting clear accountable performance metrics that cause a consistent service delivery.
- Utilize customer feedback and trends in product or service issues.
- Setting clear accountable performance metrics that cause a consistent service delivery.
- Together with our IT Team determine, recommend, select and implement the information technology solutions needed to support Life Safety Monitoring in its daily operation and future growth.
- This includes software, hardware, telephone switches, telephone lines, VoIP integration, and data circuits.
- Directs the integration of customer’s accounts purchased through acquisitions into the existing monitoring applications.
- Updates, reviews, and tests the business continuity and emergency management plan for the monitoring station.
- Interface with third party wholesale businesses.
What You'll Need:
- Bachelor’s degree from a four-year college or university; or five or more years of related experience and/or training; or equivalent combination of education and experiences:
- Ability to define problems, collect data, establish facts, and draw valid conclusions and communicate these to senior Management and board of Directors, as required.
- Or at least ten years’ experience with direct management responsibility for the Monitoring Station:
- The need to make sure our 24/7/365 monitoring station is performing to the highest standard.
- Technology Literacy:
- Must be proficient with Microsoft Office programs and database management (SQL), and video monitoring services and back-end Monitoring Station technology.
- Organization Skills:
- Must have strong organizational skills to document support and maintain department resources.
- Communication and Interpersonal Skills:
- Must be able to effectively communicate (verbal and written) to internal and external Customers and Management.
- Deductive Reasoning Skills:
- Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.
- High-level decision making, problem solving.
- Results in a fast-paced, dynamic environment.
What We Offer:
- A Meaningful Mission: The opportunity to make a real impact on people's lives by ensuring their safety and security.
- A Collaborative Culture: A supportive and inclusive work environment where your ideas are valued and your contributions are recognized.
- Professional Growth: Ongoing learning and development opportunities to enhance your skills and advance your career.
- Competitive Compensation: A comprehensive package that rewards your performance and contributions.
We offer a benefits package that includes:
- Competitive compensation with incentive eligibility
- Medical, dental, and vision coverage
- FSA programs
- Company paid life insurance.
- Short and long-term disability.
- Employee Assistance Program
- 401k retirement savings plan
- Company Holidays
- Paid Time Off
- Free Parking
- Bonuses ex. Earning Monitoring Center of the Year
Join Us in Protecting What Matters Most
If you're ready to take your career to the next level and make a real difference in the world, we encourage you to apply. This is your chance to join a team that's passionate about safety, dedicated to customer service, and committed to continuous improvement.
Life Safety Monitoring is a Drug-Free Workplace.
Job Type: Full-time
Pay: $70,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Relocation assistance
- Retirement plan
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- On call
- Overtime
- Weekends as needed
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Homestead, PA 15120 (Required)
Ability to Relocate:
- Homestead, PA 15120: Relocate with an employer provided relocation package (Required)
Work Location: In person
