Director Monitoring Operations

Being safe should be simple. And it is for more than 3 million people, thanks to SimpliSafe. Over the last decade, we’ve transformed home security from an outdated, intimidating industry to something smart, radically approachable and impeccably engineered. We’ve taken on the entrenched industry giants, and we’re winning. CNET named SimpliSafe their Editors’ Choice. And PC Magazine awarded us both Editors’ Choice and Readers’ Choice.

Even as the fastest-growing security company in the country, we retain our small-company ethos: no-ego, hard-working collaborative teams tackling complex projects head-on. We strive to create an inspiring and innovative workplace, and it hasn’t gone unnoticed. SimpliSafe recently landed on both Built In Boston’s “Best Places to Work in 2019” and Wealthfront’s “2019 Career Launching Companies” lists.

We believe home should be safe. For everyone. And we have the big ideas and brilliant minds to make it happen. We’re changing how people think of home security, one home at a time. We’re revolutionizing an outdated industry that alienated homeowners with contracts that value profit over protection. And we’re proving that, yes, you can get extraordinary home security at an extraordinarily fair and honest price. For the first time ever, home security really feels like home.

And the next challenge we're tackling is the critical alarm moment by launching our own Monitoring Central Station in Richmond. We are looking to transform the relationship between alarm companies, consumers, and the entire alarm response ecosystem -- and are seeking candidates to help us execute that transformation.

Job Description 

SimpliSafe believes that through a combination of purposeful technology and an empathetic human touch, we enable customers to not only be safe, but feel safe as well. Guided by the objectives and long term strategy of the company and reporting to the Sr. Director of Monitoring Operations,  this position supports the leadership, management, and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and team leadership processes in place to effectively serve and communicate with SimpliSafe’s customer base during the alarm moment.

We are looking to transform the relationship between alarm companies, consumers, and the entire alarm response ecosystem -- and are seeking an experienced leaders  to help us execute that transformation.

What You'll Do: 

  • Direct responsibility for the direct management of the Richmond Monitoring operation, including management of the Operators, Supervisors and Managers.
  • Responsible for the overall management, administration and daily operations, programs and services for SimpliSafe’s internal and vendor supported monitoring operations.  Work responsibilities include scheduling, and managing and controlling the activities of the Monitoring Operations function of the SimpliSafe Customer Experience (CX) team in the SimpliSafe’s Monitoring center located in Richmond, VA.
  • Effectively lead the Monitoring Operations function and Management, and Supervisor team in SimpliSafe’s Richmond, VA monitoring center.
  • Maintain best in class operating service levels while scaling internal operations as well as maintaining CSAA Five-Diamond and UL Certification for Central Station Operations at the site.
  • Partner with workforce management, data science and analytics team to maintain proper Operator scheduling ratios to meet defined customer service and monitoring metrics. 
  • Provide information to the Sr. Director of Monitoring Operations that assist the development, communication, and implementation of programs designed to continually improve Monitoring Operations and experience strategies and processes. .
  • Motivate and lead a high-performance team; working with our People Group and recruiting departments to attract and hire high performing personnel. Provide mentoring as a cornerstone to the management career development program. 
  • Foster a success-oriented, accountable environment within the company.
  • Excellent interpersonal, communications, public speaking, and presentation skills.
  • Ability to engender respect and trust from staff and external constituencies.

What You'll Bring:

  • 7+ years of customer facing employee leadership experience, with 5+ years leading  large scale Monitoring Center, Customer Service, Escalated Customer Issues, and/or high touch agent employee populations
  • Experience managing call centers in organization with multiple sites
  • 5+ years of experience at a technology products/services or subscription service organization
  • Experience driving performance of internal teams to align with organizational goals.
  • Demonstrated track record hiring, developing, and retaining employees, including those at the Manager and Supervisor level
  • Problem Solver, the ability to utilize strategic thinking to achieve long-term company goals, including drive customer experience 
  • Ability to set priorities and execute work in a fast-paced environment
  • Driven, energetic, self-assured professional with high personal integrity
  • Strong communication (verbal and written), presentation, and project management skills
  • Ability to develop effective, positive interpersonal relationships
  • No ego, no job too small attitude

What Values You’ll Share:

  • Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
  • Aim High - Always challenging oneself and others to raise the bar. 
  • No Ego - “no job too small” attitude, and open, inclusive and humble style.
  • One Team - highly collaborative approach to achieving success.
  • Lift As We Climb - A track record of investing in developing others and helping others succeed.
  • Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

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