Program Manager, Customer Experience - Hardware & Firmware

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And 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 who we protect. We don’t just want you to work here. We want you to grow and thrive here. 

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

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 disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

What You’ll Do

At SimpliSafe, we put our customers first. This role plays a critical role as a central point, gathering insights and data from across the entire customer organization, to drive a prioritized set of improvements in our hardware and firmware for our customers. This role also partners with Product, Hardware, Firmware, and Customer Success Engineering teams to drive improvements in our products. This role will share rollouts of those improvements with the Customer organization to drive knowledge sharing across teams and customer communication platforms.  

Primary responsibilities include:

  • Analyze top contact drivers, identify trends and patterns in customer issues, and provide actionable insights. 
  • Develop a process to keep a pulse on products in the market; summarize contact issues, share cross-functionally and create plans to remediate issues. 
  • Heavily influence and drive product and engineering roadmaps on behalf of the CX org, advocating for the customer to drive continuous improvement in our hardware and firmware.
  • Become an expert on SimpliSafe’s Hardware and Firmware to advocate for the customer’s needs.
  • Build cross-functional relationships and processes that enable the ability to provide customer insights to the relevant teams to highlight customer issues & paint-points quickly and support through resolution.
  • Provide input into training and content creation for customer service agents and help center content around product features and customer friction points. 
  • Ensure clear and consistent communication between customer service and other departments, promoting a unified customer-centric approach.

What You’ll Bring

  • Bachelor's degree in Business, Marketing, or a related field (or equivalent work experience).
  • Proven experience in customer service within consumer electronics preferred.
  • Compelling communication skills at all levels of the organization including ET. 
  • Demonstrated experience at being an exceptional technical SME and trusted across the organization. 
  • Exceptional problem-solving abilities and attention to detail.
  • Analytical mindset with the ability to interpret data and extract insights.
  • Ability to work collaboratively with cross-functional teams.
  • Excellent organizational and time management skills.

What Values You’ll Share

  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. 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 


Customer Experience


Program Manager, Customer Experience - Hardware & Firmware


Richmond, VA