Department:
Customer Experience
Position:
Director of Loyalty Operations
Location:
Director of Loyalty 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. 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:
- Responsible for developing and executing in-year strategy for Operations-focused performance & attrition metrics - Save Rate, Downgrade Rate, Cancellation Rate, Service Level, etc.
- Contributor to development and delivery of CX and overall company strategies and OKRs in service to reducing attrition, maximizing growth and ARR, and delivering efficiencies
- Build & support a high-performing, highly engaged customer-facing customer retention teams in a positive and inclusive culture where employees can do their best work; execute and reinforce opportunities for Performance Management and Talent Assessments
- Actively develop our future leaders and drive a high performance culture
- Drive and communicate results, successes and learnings to leadership with recommended actions for continuous improvement
- Ruthlessly prioritize to ensure the most important work gets done and the right tradeoffs are made and communicated
What you’ll need:
- 8+ years of Contact Center leadership experience leading retention teams in a customer-facing environment
- Strong analytical, planning and problem-solving skills with a deep understanding of Contact Center and retention levers, metrics, performance standards at scale
- Experience leading customer retention efforts in a subscription-based business
- Ability to mobilize and engage cross-functional teams to develop & implement innovative solutions and solve important problems
- Proven ability to create and communicate a compelling vision that inspires an organization to deliver incredible results
- Strong people leadership with a proven history of hiring, managing and developing high performing teams
- Ability to navigate and influence across multiple stakeholders and levels of the organization to get things done
- Demonstrated experience developing clear, compelling business cases to support prioritization of work; willing and able to make tough decisions and trade-offs when necessary
- Experience working with distributed teams a must; experience working in a highly seasonal business is a plus
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.
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.
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.