Response Services Program Manager

Overview

As the Program Manager for Alert Response Services, you are the engine behind our response operations. You will be responsible for the day-to-day execution, coordination, and optimization of our third-party alert response operations. Your mission is to translate high-level strategy into actionable business workflows. You manage the Business of the response operations, while the Support Manager manages the signals.

• Partner Ecosystem Management:
  Act as the primary commercial point of contact for third-party alert response partners. Define the strategic requirements for partners and oversee the long-term performance and alignment of the alert response partner program. You will conduct QBRs, manage contract renewals, and hold partners accountable accountable to high-level KPIs.
• Program Architecture:
  Design and document the end-to-end businesses SOPs - including onboarding, offboarding, cross-functional handoffs between Sales and Support, and making sure processes flow between all groups and provides a world class customer experience.
• Operational Implementation:
  In partnership with the Product Manager, own the rollout of new product features and services. Translate the Product Manager’s roadmap into training materials and operational workflows for internal teams and partners.
• Vetting & Strategy:
  Partner with leadership and product management to vet potential new alert response partners. You will validate their technical capabilities, cultural fit, and operational excellence to ensure we are bringing the right organizations into the LVT ecosystem.
• Onboarding & Offboarding:
  Lead the end-to-end lifecycle of partner and customer transitions. You will manage the technical and operational onboarding of new alert response partners and ensure a seamless experience for customers as they enter or exit the service.
• Process Optimization:
  Design, document, and refine standard operating procedures (SOPs) for alert handling, escalation paths, and cross-functional handoffs.
• Quality Assurance & Compliance:
  Oversee program-wide compliance (licensing, industry regulations) and conduct audits of billing and service data to ensure commercial integrity.

• Experience:
  
  5+ years of experience in program or project management, specifically within the security, SaaS, or video surveillance industries.
• Operational Expertise:
  Proven track record of managing complex workflows and the full lifecycle of third-party alert response partner relationships.
• Analytical Mindset:
  Strong ability to interpret complex data sets and translate them into actionable operational improvements and partner accountability measures.
• Collaboration:
  
  Exceptional ability to work across departments (Product, Support, Implementation) to unify the customer experience.
• Project Management Tools:
  Highly organized with experience using tools like Jira, Service Now, Asana, or Smartsheet to track large-scale initiatives.
• Industry Compliance:
  Ability to obtain a burglar alarm license and a solid understanding of industry-standard alert response protocols.