Director of Monitoring Operations

Job Description: Director of Monitoring Operations, Virtual Blue

Company Description:

Virtual Blue Monitoring is a rapidly growing technology company that provides innovative and reliable remote video monitoring security solutions to the commercial industry. Pairing advanced AI with human operators, we are solving problems for our customers in more effective ways and at a fraction of the cost of traditional security solutions.

Job Summary:

Virtual Blue is seeking a Director of Monitoring Operations to oversee the operations and management of our monitoring systems and services. The Director of Monitoring Operations will be responsible for ensuring our high-quality standard of service is provided across our entire customer base. This includes managing all facets of the monitoring team and ensuring all cameras and speakers are functioning. This role requires a basic understanding of computer networks, surveillance technologies, and the ability to troubleshoot and manage these systems effectively.

Key Responsibilities:

- Refine and execute the company’s strategic vision for monitoring activities in alignment with the organization's overarching goals and objectives.

- Establish best practices for training and implement comprehensive training plans across all levels of the monitoring team to ensure readiness and proficiency in assigned roles.

- Continuously review, audit, and revise clear KPIs and metrics communicated to monitoring operators, ensuring a shared understanding of success across all operator levels.

- Refine standard operating procedures, workflow policies, and training initiatives to optimize operator readiness and deliver a high standard of service to customers.

- Manage the operating budget, including personnel payroll, staffing requirements, and technology/software resources crucial to the effectiveness of monitoring services.

- Foster collaboration across internal departments, maintaining open communication with Customer Service, Sales, IT, and other teams to ensure alignment toward common goals.

- Evolve monitoring strategies and develop streamlined practices to enhance customer service and operational efficiency continuously.

- Conduct regular meetings with monitoring supervisors and teams to gather feedback and identify opportunities for improvement.

- Assist in programming and configuring new accounts within the Virtual Blue Monitoring software platform and onsite setup work in conjunction with our IT Team.

- Monitor assigned cameras for proper functionality, conduct basic troubleshooting, and promptly report any issues with cameras or systems.

This role demands strategic leadership, strong communication skills, and a proactive approach to enhancing monitoring operations to meet organizational objectives effectively.

Requirements:

- A Bachelor's degree from an accredited university. Additional formal training and certifications in related fields (e.g., operational management, networking, security systems) are strongly preferred.

- Strong analytical and problem-solving skills.

- Basic understanding of computer networks, including TCP/IP, DNS, DHCP, gateways, routers, and switches.

- Proficiency in Microsoft Office applications.

- Willingness and ability to work overtime, alternate shifts, weekends, and participate in a 24/7 on-call rotation.

- Willingness to travel to Virtual Blue’s monitoring centers and new customer sites to assist with setup.

- Excellent communication and interpersonal skills.

- This position is remote. Preferred locations include Atlanta, GA; Dallas, TX; Houston, TX; or Denver, CO, but not required.

- A passport is REQUIRED.