Process Improvement & Implementation Lead, 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 & Operations teams to drive improvements in the way SimpliSafe handles often-stressful alarm & event engagements. 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. Operationalize new products in a way that supports sustainable operations & optimal customer experience
• Help define and execute the learning agenda associated with launches and product or process changes
• Deeply test new releases to proactively identify (& ideally mitigate!) downstream issues
• Partner with product QA teams as “the boots on the ground”
• Audit specialist handling of video events to clearly define use cases, assess effectiveness of SOPs, and gather data for continuous improvement
2. Build our culture of Empowered, Enabled, Included Employees
• Make sure the new things we roll out work for the team 
• Pressure-test standard operating procedures as they evolve with new releases to ensure specialists and supervisors are set up with the right tools and context to do great work 
3. Maintain SME knowledge across monitoring operations platforms
• Identify areas for ongoing efficiency and service improvements
• Help scope & define testing on site, coordinating with product QA to support rollout of product/program changes
4. Support Scalable, Efficient, Quality Monitoring Operations
• Help scope, design, & define on-site testing protocols for new releases
• Monitor and report on operations impacts of new releases

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 [email protected].