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Sr. Manager, Operations Workforce Strategy (CX)

Richmond, VA

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 office on two core days, typically Tuesday, Wednesday or 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. 

This is a newly created role designed to deliver strategic support for our Telesales, Service, and Loyalty Operations teams. You’ll have the opportunity to shape both the role and the long-term strategy for the team. Because this is a new function with an evolving scope, we’re looking for someone who thrives in white space, is comfortable building structure where there is none, and can balance near-term operational needs with long-term strategic thinking. This leader will shape the vision, tools, and processes that drive short-term staffing agility and real-time operational decision-making.

What You'll Do

The Sr. Manager of Operations Workforce Strategy is a strategic leadership role responsible for overseeing all aspects of the workforce management function within our CX operations. This position will lead and develop a team that enables Operations stakeholders with high quality tools and processes to manage their workforce and strategic input to enable short term staffing optimization. The Sr. Manager will also be responsible for identifying and implementing process improvements across operations, with a strong emphasis on leveraging data and technology to enhance efficiency and effectiveness.

Primary Responsibilities Include:

  • Lead a team of analysts and planners focused on building scalable workforce processes, delivering actionable insights, and supporting real-time operational decisions.
  • Develop and implement long-term and short-term workforce strategies aligned with business objectives, considering factors such as omnichannel flexibility, growth, seasonality, and service level targets.
  • Design and deploy self-service tools and scalable frameworks that empower Operations teams to flex staffing across channels, track agent availability, and improve time management.
  • Own the design and continuous improvement of workforce-related processes — from PTO and occurrence tracking to agent adherence and intra-day staffing flexibility.
  • Provide regular insight to senior leadership on short-term workforce management performance, highlighting trends, risks and recommendations.
  • Establish and monitor key performance indicators (KPIs) related to workforce management, including adherence, occupancy, service levels, and productivity. Implement real-time adjustments and strategies to maximize efficiency and meet performance targets.
  • Lead and manage change initiatives related to workforce management processes, technologies, and organizational structures.

What You'll Bring

  • Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Master's degree preferred.
  • Minimum of 7-10 years of progressive experience in workforce or operations management, with a significant portion in a leadership or management role.
  • Proven track record of leveraging data and technology to implement successful workforce processes and strategies - resulting in measurable improvements.
  • Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
  • Excellent leadership, communication (both written and verbal), and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization.
  • Proven ability to build and develop high-performing teams.
  • Demonstrated ability to lead complex projects involving cross-team coordination, system/process redesign, and technology implementation.
  • Knowledge of contact center operations or relevant operational environments.
  • Proficiency in workforce management software platforms (e.g., NICE, Genesys) is a plus.

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.

What We Offer

  • A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive  
  • A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
  • Free SimpliSafe system and professional monitoring for your home. 
  • Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

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 careers@simplisafe.com.

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