Strategic Workforce Analytics Manager

Are you the type of person who jumps at the opportunity to unpack a complex, data-driven mystery in a creative way?  Do coworkers think you have a crystal ball because of your ability to use last month’s data to predict the next quarter+ of performance? Does your heart beat a little faster when you identify a trend and create a visual that helps operations partners quickly understand the message?  Are you passionate about workforce management and making sure the right butts are in the right seats at the right time? 

If you have the reporting & analytics passion and the workforce management experience to have said “yes!” to those questions, keep reading - SimpliSafe may have the perfect role for you! 

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

This is a new role we have created to focus on supporting our Internal Monitoring Center (referred to as a Central Station in the security industry). This means you will have a chance to shape both the role & the long term strategy for the team!  This also means there’s no guide-book, so a great candidate will be comfortable operating in white space.

Primary responsibilities include

• People Leadership:  You will lead a team of ~3-5 employees - all of whom are totally awesome humans.  You’ll be accountable for setting expectations for those folks, helping them grow and develop, & removing barriers to help them thrive in their role.  
• Reporting & analytics: You’ll play a critical role in supporting the monitoring operations team by overseeing reporting and analytics for the team.  Trustworthy, insightful, innovative operational reporting is the key to running a well-oiled machine.  You’ll get to develop & drive the Monitoring Operations Analytics roadmap with input from key stakeholders.  Along the way,  you’ll come up with creative ways to use data to tell a compelling story.  
• Monthly Forecasting: Bring your crystal ball on your first day - this role requires you to predict the future.  You’ll be accountable for ensuring we have the right staffing & hiring plans for both near-term and long-term demand.  This will include sharing insights around Average Handle Time (AHT), attrition, shrinkage, capacity, and other key operational metrics.  
• Workforce Management: Even with the best capacity plan and most accurate forecast, day-to-day operations require oversight and support.  You & your team will support short term planning, scheduling, and real-time needs of the critical monitoring operations function.  You’ll be in the business of helping the team save lives & protect property, which is a vital part of our mission to keep Every Home Secure.  

Great candidates will have excellent communication skills, experience with a variety of analysis methods, people leadership experience, & strong prioritization skills.  We’re looking for someone who has a strong sense of accountability, decisiveness, and intellectual curiosity with the ability to work independently and take ownership. You must be both a doer and a thinker. We are a fast-paced, creative environment. Everyone rolls up their sleeves!

What You’ll Bring

Must haves: 

• BA / BS degree or comparable work or military experience
• 5+ years of experience in Analytics / Strategy
• Experience working with technical partners to gain understanding of the sources of raw data and its possible limitations
• Experience with Tableau (or similar BI platforms)
• Experience working with and transforming raw data sources into high quality, analytics-ready data with SQL
• Proficiency in Microsoft Excel
• Proficiency in the Google Docs suite (Sheets, Slides, Docs, etc)
• Solid understanding of statistics
• Excellent analytical skills
• Strong interpersonal skills
• Demonstrated ability to effectively partner with business leads and non-technical stakeholders using data-driven recommendations to influence business decisions
• Ability to independently manage multiple projects with a high degree of accuracy and attention to detail

Nice-to-haves: 

• MBA
• Experience managing projects requiring cross-functional collaboration
• Experience with Python (or similar scripting languages)
• Experience working in a consumer products or subscription business
• Experience managing analytical or strategic teams
• Experience with NICE workforce platform
• Experience in and/or supporting contact centers

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 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.