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CX Program Manager

Boston, MA

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 Wednesday, 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.

Job Description

SimpliSafe is seeking a highly customer-centric program manager to join our growing Customer Experience Strategy & Implementation team as part of the Customer Loyalty organization. We focus on creating value for our customers across the customer journey in all channels and touchpoints to minimize customer attrition. In this role, you will improve customer retention for SimpliSafe customers, focusing across all channels. You will design and execute on a roadmap of initiatives for critical customer journeys, leveraging data and insights and partnering cross-functionally for execution. This is a highly collaborative role that will directly impact our customers’ experience and contribute to SimpliSafe’s growth.

What you’ll do:

  • Manage customer journey strategy and evolution of initiatives roadmap, focusing on account cancellation and reactivation. Your roadmap will be informed by service blueprinting, customer research insights and a deep understanding of both our customers and best-in-class customer experience practices.
  • Partner closely across the organization to execute on initiatives across customer & agent touchpoints and channels, including email, SMS, app, digital, phone and underlying systems.
  • Design agent tools through collaboration with systems partners to align with and improve processes.
  • Identify, design & test high-impact automated and self-service experiences. 
  • Manage measurement plans for initiatives to gauge effectiveness, success and improvement opportunities with a focus on customer attrition and retention.
  • Create influential business cases for proposed initiatives, used to inform company-wide prioritization decisions.
  • Translate customer insights and data into innovative personalized experiences that drive customer loyalty and growth, and create feedback loops for relevant insights and suggestions for up- and downstream impacts. 

What you’ll need:

  • At least 5+ years of experience in roles related to Customer Experience; Product Management; Process, Experience & Systems Design; or Consulting. Previous experience in a subscription-based business is a plus
  • Systems Thinking: ability to translate customer experiences into process and systems design 
  • Experience leading cross-functional initiatives/programs delivering measurable business outcomes
  • Strong project/program management skills and understanding of service blueprinting, user experience design, and jobs to be done theory
  • Strong analytical capability and experience with rapid experimentation to drive improvement and make decisions
  • Excellent interpersonal, written and verbal communication skills, as this role is highly collaborative in nature across the organization
  • Strong organizational and self-starter skills to support prioritization and juggling of multiple projects in a fast-paced, entrepreneurial environment
  • Passion for data and storytelling / journey mapping using qualitative and quantitative inputs (analyst background a plus)
  • BA/BS degree; Project/program management certification a plus
  • Highly proficient in Microsoft Excel and PowerPoint and/or Google Sheets and Slides and project management tools. 

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 careers@simplisafe.com.

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