Program Manager, Monitoring Operations

at  SimpliSafe

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.

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:

• 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.
• 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
• 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
• 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