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 center.  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 may also have the opportunity to travel for business occasionally, most likely to visit SimpliSafe’s headquarters location in Boston, MA..  

Why are we hiring?

As an industry disruptor, we love exploring new ideas for ways to make our customers even more secure. 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. Provide project management support for monitoring operations on large scale cross functional projects such as site expansions
• Establish collaborative relationships with key stakeholders to understand timing and objectives
• Coordinate with appropriate stakeholders to define and represent operational impacts
• Ensure effective communication and coordination throughout the project
2. Operationalize new products in a way that supports sustainable operations & optimal customer experience: 
• Build and nurture strong, collaborative relationships with product and engineering counterparts to ensure effective communication, knowledge sharing, and support throughout the project lifecycle
• Coordinate with appropriate operations stakeholders to define operations impacts, understand team workloads and set realistic expectations for scope and timing
• Partner with the Process Improvement and Implementation Lead to define testing and learning agendas.
3. Deliver a superior intrusion  monitoring experience:
• Deeply understand the intrusion monitoring 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.
4. Support Scalable, Efficient, Quality Monitoring 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 
5. Build our culture of Empowered, Enabled, Included Employees
• Make sure operations and specialists needs are incorporated into Intrusion product initiatives within the Monitoring Zone
• Keep all areas of operations teams up to speed on program plans and changes with a particular focus on providing supervisors context and tools to support specialists.

Qualifications:

• 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.

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.