Sales Operations Manager

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

As the Sales Operations Manager, you will play a critical role in leading and optimizing the operations of our Inbound and Outbound sales call center. The ideal candidate will possess a deep understanding of call center operations, a proven track record of driving efficiency and productivity in an agile framework, the ability to project manage and drive insights, and the ability to create and execute a multi-year roadmap for operational excellence. This position requires a dynamic and detail-oriented individual with a deep understanding of how day to day operations translate into sales success.

Primary responsibilities include: 

• Collaborate with Workforce Management, Recruiting, People and Finance teams to plan new hire classes to meet sales targets, track agent attrition, and ensure alignment with financial objectives.
• Establish and monitor team performance targets. Partner with the Analytics team to build out necessary reporting. Drive measurable increases in key performance metrics, including productivity, shrinkage, occupancy, abandon rate, cost per call, and cost per sale aligned with hitting upcoming fiscal years budget goals. Work tightly with the People team to establish strong performance management processes. Working hand-in-hand. 
• Improve processes for Inbound and Outbound Sales. Establish processes to manage call queues more efficiently, while also improving agent scheduling experience. 
• Project manage. Drive operational programs that improve efficiency. Some examples are: phone system enhancements, new sales program launches, project management for agent systems improvements, recommend training improvements
• Foster strong communication and collaboration with the Sales Director, Sales Managers, Sales Development Manager and other key partners, such as Marketing, EIS and Support teams.
• Build programs to gather and synthesize key qualitative information gathered in Sales that helps us to better disseminate across the greater Simplisafe org, potential customer sentiment to guide Marketing and Product decisions.
• Partner with People, FInance and Sales leaders to build agent incentive plans and iterate over time.
• Develop and execute a multi-year roadmap to enhance the efficiency and agility of the call center operations. Leverage prior experience in a similar role to bring expertise to our team here.

What You’ll Bring

• Proven experience in call center operations with a focus on sales.
• Demonstrated success in driving efficiency, productivity, and profitability in a call center environment. 
• Strong analytical, planning, and problem-solving skills with a deep understanding of call center operations, metrics, performance standards and best-in-class methodology.
• Interest and excitement to take responsibility for building an entirely new function within an existing department.
• Proficiency in analyzing and interpreting data to drive informed decision-making. 
• Track record of implementing strategies that result in improved KPIs (key performance indicators).
• Excellent communication and interpersonal skills both within your team and with cross-functional peers.
• A growth mindset, comfortable with ambiguity, and eager to learn, test, and improve.
• Experience indirectly or directly leading or working with a sales team in a contact or call center environment is strongly preferred.

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.

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 careers@simplisafe.com.