Senior Product 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. And we've created a culture here 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.
We're embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we're growing and thriving. So, 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.

We are …

a team of designers, strategists, engineers, writers, researchers and product folks based in downtown Boston. Over the past ten years, we've quietly transformed home security from an outdated, unfriendly industry to something elegant, thoughtful, and beautifully designed. We put our customers at the center of everything we do. We care deeply about their experience and we constantly try to delight them with innovative products and services that are fairly priced. Our top ratings in the App/Play store are a clear validation of our commitment to customer experience. Plus, CNET, the Wirecutter and PCMag all named us their Editors' Choice for home security.

The Job …

As a Product Manager for Monitoring Operations Experiences, you will be responsible for working with a dedicated team of designers and engineers focused on innovating, building, and improving the portfolio of tools our monitoring operations specialists use 24/7/365 to keep our customers safe during emergency moments. The primary focus of these tools is getting the right data (secure video, property information, emergency type, etc.) to our monitoring specialists within seconds when an alarm or other emergency is detected. These tools are critical to providing our customers with fast and effective emergency response when needed.

To succeed, you'll need initiative, resilience, and a customer-first mindset. The ideal candidate for this role has a track record of launching and iterating complex systems of web applications and backend services. You have an entrepreneurial mindset, aren't afraid to make decisions, are skilled at aligning cross-functional partners, and have a passion for technology. You'll make decisions by diving deep into the data whenever possible, but be comfortable in the face of ambiguity. You are able to effectively communicate with leaders at all levels and to build relationships with cross-functional partners across the organization. 

 Your responsibilities include:

• Own high impact KPIs/metrics that impact the experience customers have with our monitoring services, including our ability to deliver those services effectively and efficiently
• Own the strategy and roadmap that defines the tools used by SimpliSafe's monitoring operations tools in your part of the portfolio
• Develop a deep understanding of our customers (both our monitoring operations team and our end consumers) and the systems and platforms that enable us to provide our monitoring services
• Research and write detailed requirements that effectively capture the vision and business case for new features and improvements
• Lead the engineering and design teams in making decisions that balance cost, timeline, and customer benefit
• Interface with other teams to drive work in areas of the product stack outside your direct purview when necessary to deliver the ideal experience
• Work with the operations enablement, customer service, and marketing teams to release new features 

You've got ..

• 4+ years of total work experience, with 2+ of those years in roles related to Product Management
• Passion for consumer products, especially electronics, apps, and smart home
• Experience working with highly complex systems or domains preferred
• Bachelor's Degree in a technical discipline (engineering or science) preferred
• KPI/Data-driven mindset with a bias for action
• Strong writing ability, presentation and verbal communication skills

What Values You'll Share:

• Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High - Always challenging oneself and others to raise the bar. 
• No Ego - "no job too small" attitude, and open, inclusive and humble style.
• One Team - highly collaborative approach to achieving success.
• Lift As We Climb - A track record of investing in developing others and helping others succeed.
• Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. 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].