Program Manager Monitoring Operations
Program Manager Monitoring Operations
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Job Description
About SimpliSafe
Were a hightech home security company thats passionate about protecting the life youve built and our mission of keeping Every Home Secure. Weve created a culture that cares just as deeply about the career youre building. Ours is a noego 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 dont just want you to work here. We want you to grow and thrive here.
This Richmondbased role will be primarily in the office supporting our 24/7 ULListed monitoring center. While there will be flexibility for some remote work the right candidate for this role will thrive off of inperson connections & collaboration. This role may also have the opportunity to travel for business occasionally most likely to visit SimpliSafes 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 Youll 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 oftenstressful alarm moments. This role will act as the key advocate in the room to ensure that SimpliSafes bestinclass innovation and product evolution has a positive impact on both the employee & the customer experience.
Were looking for someone with both process and projectmanagement skills with primary responsibilities across four main areas:
- 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
- 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.
- 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 crossfunctional relationships and processes that highlight employee & customer painpoints to the relevant teams
- Ensure clear and consistent communication between monitoring operations and other departments promoting a unified customercentric approach.
- 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
- 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:
- Bachelors 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 problemsolving abilities and attention to detail
- Analytical mindset with the ability to interpret data and extract insights
- Ability to work collaboratively with crossfunctional teams
- Excellent organizational and time management skills
What Values Youll Share
- Customer Obsessed Building deep empathy for our customers putting them at the core of our work and developing strong longterm 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 .
Required Experience:
Manager
Employment Type
Full Time
