Back to jobs
New

Director of Monitoring Operations

Austin, TX

Director of Monitoring Operations

Noonlight is hiring a Director of Monitoring Operations to lead the strategy and execution of one of the most critical components of our platform: our monitoring operations.

We’re looking for a strategic, hands-on operator who can own partner performance, solve complex operational problems, and drive continuous improvement as we scale. You’ll work closely with teams across Product, Engineering, Customer Success, and Sales to ensure our monitoring operations are reliable, efficient, and built for scale.

This is a high-impact leadership role with a clear mandate: strengthen the foundation, scale the system, and make monitoring operations a strategic advantage for Noonlight.

Key Responsibilities

Monitoring Operations Leadership

· Own and manage relationships with third-party monitoring center partners

· Ensure partner performance meets service quality, response time, and reliability standards

· Lead operational reviews, escalate and resolve issues, and build accountability mechanisms

· Oversee onboarding, training, and enablement of new partners

· Drive continuous improvement in workflows, SOPs, and escalation processes

Operational Strategy & Scale

· Design and evolve our monitoring operations model to support growth, capacity, and international expansion

· Build internal frameworks for partner evaluation, readiness, and performance benchmarking

· Anticipate operational risks and implement scalable, proactive solutions

Cross-Functional Collaboration

· Work closely with Product and Engineering to improve tooling, automation, and incident routing

· Partner with Sales Engineering and Customer Success to align operational delivery with partner expectations

· Translate operational insights into product improvements and customer-facing communication

Performance & Insights

· Define and track operational KPIs across all monitoring partners

· Analyze partner and system data to drive improvements in quality, speed, and consistency

· Provide regular reporting and insights to executive stakeholders and other members of the leadership team

Cost Management & Resource Planning

· Manage vendor-related budgets, cost models, and efficiency tradeoffs

· Identify opportunities for automation and workflow optimization

· Balance cost discipline with the need for reliability and responsiveness

Qualifications

· 5–7+ years in operations leadership or service delivery roles, ideally with experience managing third-party vendors in high-stakes, real-time environments (e.g., BPO, call center, safety tech, logistics)

· Proven ability to lead cross-functional initiatives and drive operational excellence

· Experience building partnerships, holding vendors accountable, and creating scalable systems

· Strong problem-solving instincts and comfort navigating complexity and ambiguity

· Excellent communicator — credible with both internal teams and external partners

· Data-driven mindset with experience managing and presenting KPIs

· Bias for action, clarity, and continuous improvement in fast-paced, entrepreneurial environments

 

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

COMPANY INFORMATION

Noonlight combines advanced technology with real humans to protect and comfort people so they can live freely. Launched in 2013 as a mobile application, Noonlight has since grown into a connected safety platform—partnering with products and services to enable modern and affordable 24/7 professional sensor monitoring, video monitoring, false alarm filtering, and data-rich emergency response via an API. Noonlight’s technology works everywhere in the United States and Canada, allowing end users to quickly get help in any situation, without requiring a 911 call or the ability to talk or text. Noonlight was recently acquired by Alarm.com, furthering its vision of automatic safety. It continues to operate as an independent business, with the elite knowledge, benefits, and backing of Alarm.com.

For more information, please visit www.noonlight.com or www.alarm.com.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment are also part of our outstanding total rewards package!

ALARM.COM IS AN EQUAL OPPORTUNITY EMPLOYER

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, record keeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:
Alarm.com understands the value of professional recruiting services.  However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to RecruitingPartnerships@Alarm.com.

Create a Job Alert

Interested in building your career at Noonlight? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Noonlight’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.