What are the responsibilities and job description for the Central Station General Manager position at Guardian Security Systems?
About Us:
Guardian Security was founded in 1976, and we have been serving Washington State with their life and property protection needs since then - for officially 50 years! We are locally owned and operated, with four offices located in Yakima, Tacoma, Bellingham, and in the SODO district of Seattle.
To learn more about us, visit https://www.guardiansecurity.com/
Kindness – Growth Mindset – Technical Excellence – Safety – Predictable Success – Customer Heroes
Position Summary:
This role is accountable for ensuring the central station operates as a high-performing, scalable, and reliable operation, while maintaining strong dealer relationships and delivering consistent service quality across all locations.
Division/Location: Yakima/Seattle
Pay: $85,000 - $95,000 per year depending on experience
Reports to: Matrix - President
Work Setting: Onsite
Work Duties:
Essential duties and responsibilities include the following. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
Operational & Performance Leadership — 25%
- Provide executive oversight of central station operations, monitoring, dispatch, and dealer-facing functions.
- Ensure operational readiness, service level performance, and alignment with dealer and customer expectations.
- Own KPIs, service levels, quality metrics, and operational efficiency.
Team Leadership & Organizational Management — 20%
- Lead and develop senior operations leaders, including Central Station Operations and Dealer Operations leadership.
- Establish accountability, effective staffing models, succession planning, and leadership development.
- Ensure organizational structure supports scalability and reliability.
Dealer & Partner Management — 15%
- Oversee dealer relationships, satisfaction, and retention strategy.
- Ensure consistent communication, service alignment, and resolution of high-impact dealer escalations.
- Act as executive sponsor for key dealer partnerships.
Customer & Escalation Oversight — 10%
- Provide executive oversight of critical customer and dealer escalations.
- Review major incidents, complaints, and service failures.
- Drive root cause analysis and systemic corrective actions.
Process Improvement, Strategy & Technology — 15%
- Lead continuous improvement across monitoring, dispatch, and dealer support workflows.
- Partner with technology teams to improve systems, automation, and scalability.
- Drive initiatives that enhance reliability, consistency, and customer experience.
Compliance, Risk & Audit Readiness — 5%
- Ensure compliance with regulatory, licensing, and industry standards (UL, TMA, etc.).
- Oversee audit readiness, emergency response protocols, and risk mitigation.
Multi-Site Oversight & Travel — 5%
- Oversee operations across multiple branch locations.
- Travel as needed to support staffing, training, audits, and operational consistency.
- Ensure standardized processes, training, and performance across all locations.
Cross Functional Leadership — 5%
- Serve as the primary operational liaison with executive leadership, sales, technology, and field operations.
- Ensure central station capabilities align with company growth and dealer needs.
Position Requirements:
- Operational & Strategic Leadership: Ability to set direction and align monitoring operations, dispatch, and dealer support with company growth objectives while ensuring consistent, high quality service delivery.
- People & Performance Leadership: Proven capability to lead and develop managers, drive accountability, define and monitor KPIs, and sustain a high-performance culture in a 24/7 environment.
- Decision-making, Process Improvement & Financial Acumen: Strong judgment in high pressure situations, with the ability to identify inefficiencies, implement scalable solutions, manage resources, and control costs.
- Customer, Dealer & Cross Functional Influence: Deep customer and dealer focus with strong communication skills to manage escalations, influence outcomes, ensure compliance, and collaborate effectively across technology, sales, field operations, and executive leadership.
Direct Reports:
- This position will have 3-6 direct reports at any given time, with a broader reporting structure to include their teams
Qualifications:
- Senior leadership experience in monitoring, dispatch, call center, or service operations.
- Experience managing multiple teams and functions (operations customer/dealer-facing).
- Experience in high-volume, 24/7 operational environments.
Certificates, Licenses, or Registrations: N/A
Skills:
- Strong operational and organizational leadership
- Ability to manage both internal teams and external partner relationships
- Strategic thinking with execution focus
- Strong decision-making and accountability
- Excellent communication and stakeholder management
Preferred Skills:
- Central station, alarm monitoring, or security industry experience
- Experience managing dealer networks or partner ecosystems
- Familiarity with compliance-driven environments
Physical Demands:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this Job, the employee must regularly lift and/or move up to 10 pounds, and occasionally will lift and/or move up to 25 pounds; specific vision abilities include close vision, distance vision, color vision, and ability to adjust focus; uses fingers, hands, arms when working with mouse, keyboard, monitors.
Work Environment:
- This position operates within a 24/7 monitoring environment and may require availability during operational incidents or critical service disruptions. While performing the duties of this job, the employee works in a typical office type environment with overhead lighting and temperature control, and low noise levels.
We know an endless loop of interviews can be draining! To combat this, our interview process is capped at 3 interviews.
Equal Employment Opportunity: We are committed to creating a diverse and inclusive workplace and encourage all qualified candidates to apply. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other characteristic protected by applicable law.
Salary : $85,000 - $95,000