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.

Contact Us at https://mylifesafetymonitoring.com/ or apply on https://www.indeed.com/job/director-life-safety-monitoring-e0a8a1d3f2cbb2dd.