VP, Customer Service Operations & Monitoring

Who you are

You are an enterprise-level operational executive with a proven track record in leading customer service operations. With extensive experience in managing complex, multi-layered operations, you understand the intricacies of customer experience and are passionate about delivering high-quality service. You excel in setting strategic direction and aligning leadership teams to achieve operational excellence. Your collaborative approach fosters a culture of innovation and continuous improvement, ensuring that every customer interaction is seamless and impactful.

You have a strong background in guiding senior leadership teams responsible for support, loyalty, sales, and alarm monitoring. Your ability to orchestrate people, systems, and processes is key to shaping customer experiences across various channels, including voice and digital. You are committed to creating a safe and supportive workplace, where team members can thrive and contribute to the mission of keeping every home secure.

Desirable

Experience in the home security industry or a related field is a plus. Familiarity with workforce management, learning and development, and quality assurance processes will enhance your effectiveness in this role. You are adaptable and open to new ideas, always seeking ways to improve operational performance and customer satisfaction.

What you'll do

In this role, you will lead the Customer Experience Contact Center and the 24/7 Monitoring Service, ensuring that operations deliver a safe and high-quality experience for every customer. You will set the strategic vision for customer service operations, aligning teams to drive performance and achieve key metrics. Your leadership will guide the development of functional teams supporting these operations, including Workforce Management, Learning & Development, and Quality.

You will collaborate closely with senior leaders to implement best practices and optimize processes that enhance customer loyalty and satisfaction. By leveraging data and analytics, you will identify opportunities for improvement and drive initiatives that enhance the overall customer journey. Your role will involve regular communication with stakeholders to ensure alignment and transparency in operational goals.

You will also be responsible for fostering a culture of collaboration and innovation within the customer service teams. By mentoring and developing leaders within the organization, you will help build a strong team that is equipped to meet the challenges of a rapidly evolving industry. Your focus on employee engagement and development will contribute to a positive workplace culture that supports the mission of SimpliSafe.

What we offer

SimpliSafe offers a dynamic work environment where you can make a significant impact on the lives of customers. We prioritize professional growth and provide opportunities for career advancement within the organization. Our culture is built on collaboration, innovation, and a commitment to excellence, ensuring that you will thrive in your role. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.

Join us in our mission to keep every home secure and be part of a team that is dedicated to making a difference in the lives of our customers. We look forward to welcoming you to SimpliSafe.