Program Manager, Monitoring Operations

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. We’ve created a culture 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. 

This Richmond-based role will be primarily in the office, supporting our 24/7, UL-Listed monitoring operations central station.  While there will be flexibility for some remote work, the right candidate for this role will thrive off of in-person connections & collaboration. This role would also have the opportunity to travel for business ~1 week each quarter.  

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 believe setting our front line employees up for success has the most direct impact on how our customers experience their relationship with SimpliSafe. This role plays a critical role as a central point, gathering insights and data from across the entire organization, to drive a prioritized set of improvements in the way monitoring specialists are empowered to support our customers. This role partners with Product, Hardware, Firmware, and other critical teams to drive improvements in the way SimpliSafe handles often-stressful alarm moments. This role will act as the key advocate in the room to ensure that SimpliSafe’s best-in-class innovation and product evolution has a positive impact on both the employee & the customer experience.  

We’re looking for someone with both process- and project-management skills, with primary responsibilities across four main areas: 

  1. Deliver a superior alarm moment experience:
    • Deeply understand the alarm moment experience in order to serve as an advocate for monitoring specialists’ experiences & expectations 
    • Build cross-functional relationships and processes that highlight employee & customer pain-points to the relevant teams
    • Ensure clear and consistent communication between monitoring operations and other departments, promoting a unified customer-centric approach.
  2. Optimize our operations
    • Analyze efficiency levers, customer feedback, and industry trends to provide actionable insights about how we can best invest to elevate both employee & customer experiences
    • Develop process documentation using Lean methodologies to ensure all contributors have a common understanding & language about our work 
  3. Scale & support innovation
    • Support “Go To Market” activities for the monitoring operations teams for new initiatives & produces
    • Provide input into training and content creation for monitoring, permitting, and data entry specialists
  4. Build our culture and capabilities
    • Lead the way as an advocate for front line employees with if comes to their workplace experiences & office environments
    • Coordinate and support planning for monitoring team “open house” activities. This includes both visits from our front line employees to our headquarters location in Boston and visits to our Richmond monitoring center others who wish to connect more deeply with our customers’ experiences

What You’ll Bring

  • Bachelor's degree in Business, Marketing, or a related field (or equivalent military or work experience).
  • Business Process Management experience; certification in BPM or Lean Six Sigma optional but preferred
  • Five years of experience leading/project managing initiatives from conception to completion, with at least two of those years in a contact center environment
  • Compelling communication skills at all levels of the organization, including ET
  • Demonstrated experience as a technical SME that is 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.

Must clear background checks to meet state central station operator licensing requirements in multiple states, requiring the ability to pass state and national background checks by having no criminal convictions, guilty or nolo contendere pleas back to age 18 (including convictions that have been sealed or expunged). These state law background check requirements typically apply to the following types of offenses: felonies, class 1 or class A misdemeanors (as these are commonly referred to in many state statutes, but this may vary from state to state), offenses involving theft, sexual offenses, violence, dishonesty or crimes against a person.

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 careers@simplisafe.com.

 

Department:

Monitoring

Position:

Program Manager, Monitoring Operations

Location:

Richmond, VA