AlertMedia

AlertMedia helps companies keep their people safe, informed, and connected during emergencies and other critical events.

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Manager, Monitoring Center Operations

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The Role:

As a Manager, Monitoring Center Operations at AlertMedia, you will lead a team of Monitoring Center Representatives to provide world-class, timely and effective support to our valued customers in emergency and critical situations.

This is a full-time position with typical working hours of Monday through Friday 3pm-11pm but flexibility is a MUST.

Who we are:

AlertMedia has disrupted the mass notification industry and become its technology leader, now serving some of the largest and most respected companies in the world. Our emergency communication software and monitoring services enable organizations keep their people safe, informed and connected. Customers in telecom, healthcare, transportation, energy, manufacturing, government and education are using the AlertMedia platform for emergency communication, regular business communication, and operational activities such as scheduling, dispatching and other logistics.

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share some of the truly impactful use cases we've uncovered for our customers. For more information please visit www.alertmedia.com.

What you will do:

Lead a team of Monitoring Center representatives in a call-center environment

Provide problem-solving assistance and mentoring to team members ensuring world-class customer support, minimal disruption of service and providing leadership and direction during emergency situations

Own customer escalations while quickly and effectively implementing best practices while making time sensitive decisions

Receive and responds to emergency and non-emergency calls from our customers as well as law enforcement agencies and other emergency personnel

Assist in the on-boarding and implementation of monitoring services for new customers as needed

Utilize your instinct to stay calm and keep a professional demeanor in order to follow and implement proper procedures in critical situations

Requirements:

At least 2+ years in a managerial or supervisory position, managing team members, schedules, training and development

This is a full-time position with typical working of Monday through Friday 3pm-11pm but flexibility is a MUST

The Monitoring Center operates 24 hours a day, 7 days a week- as a leader on the team, this person will be required to respond and at times work outside of normal working hours, weekends and on holidays as needed

Experience working in a call-center environment: 911 dispatch, safety/security or monitoring with experience communicating with people in critical situations as well as law enforcement

Knowledge of best practices related to emergency communications technologies and experience dealing effectively with complex communications situations

Experience with technologies such as text to 911, computer aided dispatch, networking, enterprise software and voice over IP, mapping, phone systems and other tools used in an emergency call center

A proven history of being an effective, responsive and service-oriented leader who continuously monitors and engages in process improvement with full knowledge of best practices, rules and regulations

Maintains appropriate security and confidentiality of information

US Citizen or Permanent Resident (We will not sponsor at this time)

Required Certifications:

Basic Telecommunicator Certificate

Crisis Communications Certificate

What we offer:

Base salary + Company-Wide bonus program
Stock options- Be a shareholder in the company
Competitive PTO + holidays to enjoy balance
Health benefits- Medical,Dental,Vision and Life Insurance 100% paid for employees
Company-wide bonus program based on collective success
An exciting and positive work environment
Commitment to community service with opportunities to give back

AlertMedia is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Brian Cruver

Founder & Executive Chairman

Investing in People

Grow your career alongside the company’s growth

Brian had long-term investment in mind when making AlertMedia’s first hires in 2013. “My focus was building a great team. Those hires are so critical to the success of a startup. Today, recruiting the very best people remains important,” he said. To keep the best around, AlertMedia excites and engages employees with a bonus program that increases along with revenue increase, and a sabbatical for employees in their sixth year.

We’re growing! What’s most exciting to me is we’ve barely scratched the surface of what’s possible. The market opportunity is massive, and we will continue to invest in our products and people to deliver the highest levels of innovation for our customers.

Brian Cruver

Founder & Executive Chairman

Andrea Adams

Vice President of Engineering

Problem-Solving for Safety

Shape your own process to do your best work

Andrea’s career in engineering has prepared her for the problem-solving task of making AlertMedia’s complex features as intuitive as possible for customers in case of emergency, 24/7/365. She sets her team up for success as they constantly innovate the platform and closely monitor the infrastructure. “Our service has to always be available — it can never be offline,” she said.

Our products are used to keep people safe — people’s lives are at stake. We take that responsibility incredibly seriously and it informs every aspect of how we design, test and maintain our software.

Andrea Adams

Vice President of Engineering

Yordano Lopez

Customer Success Manager

Diversity and Inclusion

Bring your authentic self to work

As a Cuban immigrant, Yordano prizes workplace diversity and inclusion along with the company value of “we work better together.” “AlertMedia is leading by example,” he said. “We have resources, support, and an incredible platform that should make a positive impact.” That includes a dedicated D&I team, unconscious bias training and tracking demographic data while also taking into account employee engagement and experience.

The goal is for everyone to bring their authentic selves to work everyday.

Yordano Lopez

Customer Success Manager

What are AlertMedia Perks + Benefits

AlertMedia Benefits Overview

AlertMedia has a comprehensive premium benefits package in order to take care of our employees, including 100% paid medical, employer paid short and long-term disability, and life insurance for employees with a significant contribution to dependent coverage. We invest in our growing families with up to 16 weeks paid parental leave and Carrot family forming benefits. We take pride in giving back to our community through quarterly give-back opportunities and enjoy quarterly team-building both team specific and company-wide.

Culture

Volunteer in local community

AlertMedia gives back to our community through many local volunteer opportunities with SAFE Alliance, Austin Pets Alive, Caritas Community Kitchen, AVANCE, and more!

Partners with nonprofits

AlertMedia partners with various non-profits including SAFE Alliance, Caritas of Austin, Austin Pets Alive, and AVANCE, and others through generous donations, volunteering, & clothing/toy/home drives

OKR operational model

Team based strategic planning

Pair programming

Open office floor plan

Employee resource groups

Employee-led culture committees

Day off for your birthday

Our generous FTO policy provides the benefit of employees being able to take the day off of work on their special day!

Quarterly engagement surveys

Hybrid work model

In-person all-hands meetings

Quarterly state of the company town hall style all-hands meetings, weekly lunch in all hands space with business updates, quarterly local non-profit partners session, DEIB Committee events

In-person revenue kickoff

President's club

Employee awards

Flexible work schedule

Employees have meaningful flexibility on determining their start and end times.

Remote work program

One-third of our workforce are remote and based around the world. For those based in Austin, most employees have the ability to work remotely 2-3 days per week.

Diversity

Dedicated diversity and inclusion staff

Highly diverse management team

AlertMedia's executive leadership team is 50% women and our extended leadership team is reflective of the diversity of our employee population. Our Chief People Officer is focused on advancing DEI.

Mandated unconscious bias training

All employees are required to complete DEIB training.

Diversity manifesto

Mean gender pay gap below 10%

Diversity employee resource groups

We have active formal ERGs, including a women's community, IAMWomXn, and LGBTQ+ community, Pride AM. We also have programming to foster inclusion and support for Veterans and our Latinx/Hispanic EEs.

Hiring practices that promote diversity

AlertMedia has implemented inclusive hiring practices focused on sourcing from diverse pools of talent, ensuring diverse slates of candidates, inclusive job descriptions, & structured interviews.

Diversity recruitment program

We have HBCU partnerships focused on recruiting and investing in development of diverse future college grads. We partner with diverse professional networks on campuses for recruitment.

Health Insurance + Wellness

Flexible Spending Account (FSA)

AlertMedia offers both a Health Care and Dependent Care FSA. Additionally, we offer an HSA plan option with an industry leading matching program.

Disability insurance

AlertMedia pays 100% of short and long term disability insurance coverage for full-time employees.

Dental insurance

AlertMedia pays for 100% dental coverage for its full-time employees as well as a percentage for dependents.

Vision insurance

AlertMedia pays for 100% vision coverage for its full-time employees as well as a percentage for dependents.

Health insurance

AlertMedia pays for 100% medical coverage for its full-time employees as well as a percentage for dependents.

Life insurance

AlertMedia pays 100% of life insurance coverage for full-time employees.

Pet insurance

We believe pets are family members too. AlertMedia offers discounted pricing on pet insurance benefits through nationwide insurance.

Wellness programs

AM offers comprehensive wellness benefits with rewards through our medical plan and provides health and wellbeing workshops throughout the year. Our office space includes a wellness room.

Team workouts

We offer a variety of ways for employees to workout and have fun with one another through workouts in our free fitness center, and company-sponsored sports team events (Soccer/Volleyball).

Mental health benefits

Our Employee Assistance Program and Medical provider both offer mental health counseling and resources to all employees 24 hours a day, 7 days a week.

Wellness days

Our flexible time off policy ensures our employees can take a wellness day to recharge and support their health and wellbeing.

Financial & Retirement

401(K)

AlertMedia offers a comprehensive 401k plan through Fidelity with a broad selection of investment offerings to choose from.

401(K) matching

AlertMedia's 401(k) retirement plan matches 50% of an employee's contributions up to 6% of their annual base salary.

Company equity

Performance bonus

AlertMedia is proud to offer a generous collective business success annual bonus to all of its full-time employees.

Child Care & Parental Leave

Childcare benefits

AM offers a Healthcare Dependent Care FSA to support employees with their childcare needs. Our EAP also offers childcare identification and selection services.

Generous parental leave

AlertMedia offers 16 weeks of fully paid birthing parental leave and 6 weeks of fully paid non-birthing parental leave, including adoption, surrogacy, and baby bonding time.

Family medical leave

AlertMedia offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).

Adoption Assistance

We offer Carrot, a family forming benefit, to all employees to assist in supporting and subsidizing the cost of adoption.

Return-to-work program post parental leave

Company sponsored family events

We offer family events including our company sponsored Halloween AlertMonsters event, a huge hit for our AlertMedia employees and their families to come onsite for trick or treating and lots of fun.

Fertility benefits

We offer fertility health and family forming benefits through Carrot Fertility. This company subsidized benefit includes support for fertility health, assisted reproduction, adoption, menopause, etc

Vacation + Time Off

Unlimited vacation policy

Paid volunteer time

AlertMedia has a strong commitment to serving our community, with opportunities to get involved at quarterly give-back events, while getting paid for their time during the work day.

Sabbatical

6 weeks of paid sabbatical leave after 6 years of service allows our employees to rejuvenate and pursue their interests whether it’s volunteering, travel, research, or spending time with family.

Paid holidays

AlertMedia offers 11 company paid holidays for full-time employees.

Paid sick days

Flexible time off

Floating holidays

Bereavement leave benefits

Hardship benefits

Company-wide vacation

Christmas officer closure included with additional holiday closures.

Office Perks

Company-sponsored outings

AlertMedia puts a huge emphasis on team-building. Q1/Q3 are dedicated to team-specific events while Q2/Q4 are company-wide events including our always amazing holiday party!

Free daily meals

We provide weekly company-sponsored "Tuesday Lunch" during which we share company updates and recognize team members. Stocked kitchens also provide many options for a grab-and-go meal. Taco Fridays!

Free snacks and drinks

AlertMedia has a fully stocked kitchen with unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.

Some meals provided

We bring in delicious catered lunch every Tuesday and have fully stocked refrigerators with breakfast and lunch offerings for employees to enjoy every day. Breakfast Tacos available every Friday!

Company-sponsored happy hours

AlertMedia offers end of quarter happy hours and also enjoys regular happy hours in the Sky Lounge, a bar conveniently located in the top floor of our office building.

Onsite office parking

AlertMedia offers free parking to all employees.

Recreational clubs

On site, free fitness center with Peloton bikes, treadmills, cross fit jungle gym, and weight equipment. Locker rooms are stocked with toiletries, hair products & dryers, etc. AM sponsored sports team

Meditation space

Mother's room

Onsite gym

Professional Development

Job training & conferences

AlertMedia offers a wide range of training programs to all employees through our dedicated learning & development teams and external experts. We have an annual budget to attending industry conferences

Lunch and learns

Lunch provided in office on Tuesdays, fully catered and at all town halls. Stocked kitchen and pantry for everyday lunch. Remote employees receive $25 to order their own lunch and attend virtually.

Promote from within

Mentorship program

Formal mentorship program available for all interested employees with training for both mentors and mentees.

Continuing education available during work hours

Online course subscriptions available

Customized development tracks

Paid industry certifications

Personal development training

Virtual coaching services

Additional Perks + Benefits

In addition to our other fantastic benefits, all AlertMedia employees are eligible for our annual, company-wide bonus, which is determined by our joint success! This includes sales and all other full-time team members.

We believe in celebrating our employees personally and professionally all the time! For milestone anniversaries, we celebrate our employees through Tuesday lunch recognition and gifts. We recognize all birthdays and major anniversaries via our all company-slack channel monthly. For AM Employees welcoming a new family member, we send them an AlertMedia Onesie and personalized note to congratulate them on our newest "alerties". We highlight talent mobility, promotions and developmental moves, throughout the year via slack and quarterly townhalls.

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