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Director, Monitoring

About SimpliSafe 

We’re a high-tech home security company that’s passionate about protecting the life you’ve built. So, we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities, and make a huge impact on the lives of all those that we protect. We don’t just want you to work here. We want you to grow and thrive here. 

Why are we hiring? 

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home. 

What You’ll Need 

  • Prior experience leading the operations of high-volume Contact or Monitoring Centers at scale (ideally 100+ employees), including managing day-to-day staffing and direction of multiple levels of leadership 
  • Knowledge of operational metrics, with an emphasis on the ability to identify key metrics, interpret data, develop, and then execute on strategies to improve site performance at scale 
  • An ability to work cross functionally to identify policy, process, and metrics-based gaps and partner across multiple workstreams to drive solutions to a close 
  • Demonstrated track record hiring, developing, and retaining employees, including those at the Manager and Supervisor level 
  • Ability to set priorities, delegate, and execute work in a fast-paced environment 
  • Ability to develop effective and collaborative relationships across multiple levels and functions 
  • Strong communication (verbal and written), presentation, and project management skills
  • Residence in (or the ability to relocate to) Richmond, Virginia- Role is 100% on site

Responsibilities: Accountable for overall success of SimpliSafe’s Monitoring Center in Richmond, Virginia. This includes setting strategic priorities to ensure adequate staffing across the site at all times, developing and meeting key Service Level Agreements and key metrics, and maintaining regulatory compliance for the site. 

Success measures: You and your team will be measured by the successful scaling of Monitoring operations strategies, measured by key performance indicators like Response Time, Average Handle Time, Customer Feedback, and Schedule Adherence. We are looking for a leader who can identify key metrics of performance and create strategies to improve our efficiency, as well as the employee and customer experience within Monitoring.

Requirements for the Position 

  • Ability to be 100% onsite 
  • Ability to pass multiple state licensing background checks and monitoring related exams

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. 

Success will also be measured in how the work gets done. The Monitoring Site Director will need to consistently model our core values in all aspects of their work and ensure the team also reflects the same.This will be true both for customer treatment as well as employee and partner interactions. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

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