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VP, Customer Service Operations & Monitoring

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.

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. 

Overview

We’re seeking an enterprise-level operational executive to lead two of the most critical components of our customer journey: our Customer Experience Contact Center and our 24/7 Monitoring Service. This leader will guide the senior leadership teams responsible for support, loyalty, sales, and alarm monitoring, ensuring these operations deliver a safe, seamless, and high-quality experience for every customer.

This role sets strategy, aligns leaders, and drives performance across large, complex, multi-layered operations. You’ll orchestrate the people, systems, and processes that shape customer experience across voice, digital, and monitoring channels - while enabling the functional teams supporting these operations (Workforce Management, Learning & Development, Quality, and Channel Strategy) through the senior leaders who own them.

Key Responsibilities

Enterprise Leadership & Strategy

  • Lead and develop the senior leadership teams overseeing the CX Contact Center (~500 internal FTEs + ~400 BPO) and the Monitoring Center (~200 internal FTEs + 800K subscribers supported via wholesale monitoring partner).
  • Set long-term strategic direction for large-scale service operations, translating enterprise goals into operational roadmaps.
  • Build a unified culture of accountability, trust, coaching, and continuous improvement across distributed, high-volume environments.
  • Strengthen leadership capability through executive development, succession planning, and rigorous talent evaluation.

Operational Excellence Across Two Major Organizations

  • Guide senior leaders of support, loyalty, and sales operations to deliver exceptional service levels, customer satisfaction, and business outcomes.
  • Direct the senior leadership of the Monitoring Center to ensure accuracy, dispatch quality, emergency readiness, and compliance across 24/7 operations.
  • Ensure both organizations operate with consistency, clarity, and operational discipline while managing high transaction volume and rapid change.

Functional Integration Through Senior Leaders

  • Lead the senior leaders accountable for Workforce Management, Quality, Learning & Development, and Channel Strategy to ensure their teams are enabling operational success.
  • Influence how WFM forecasting, capacity planning, and staffing strategies support organizational targets.
  • Ensure QA insights, L&D programs, and operational analytics are effectively leveraged by CC and Monitoring leadership teams.

Customer Journey, Channel Performance & Digital Evolution

  • Shape the future-state service experience across digital, voice, and monitoring channels.
  • Partner with Technology and AI leaders to advance virtual agents, automation, routing logic, and predictive systems that improve efficiency and customer outcomes.
  • Guide senior leaders in orchestrating seamless handoffs across channels, eliminating friction and reducing customer effort.
  • Drive enterprise-level channel strategy decisions, including digital containment, self-service adoption, and cost-to-serve optimization.
  • Implement best in class technology solutions that have a strategic fit and return on investment.

Performance Management, KPI Steering & Vendor Governance

  • Hold senior leaders accountable for operational KPIs across quality, efficiency, SLAs, customer experience, and financial performance.
  • Evaluate operational health through data, trends, and cross-functional insights to identify systemic issues and improvement opportunities.
  • Develop and manage site strategy, ensuring the implementation of continuous improvements to optimize efficiency via expert negotiation and team/vendor oversight.

Change Leadership & Organizational Readiness

  • Lead large-scale, complex change across high-volume frontline populations.
  • Ensure senior leaders prepare their organizations for new technologies, workflows, routing changes, and AI-driven enhancements.
  • Champion a culture that is resilient, adaptable, and focused on continuous operational evolution.

Qualifications

  • 10+ years leading senior leaders in large-scale, multi-layered service operations (contact centers, monitoring centers, emergency response, consumer experience organizations, or similar environments).
  • Demonstrated success driving excellence across distributed teams serving millions of customers or transactions, with a strong focus on end-to-end consumer experience.
  • Deep experience influencing the functions that enable operational success (WFM, QA, L&D, routing, analytics) through their respective leaders, ensuring a consistent and high-quality consumer journey.
  • Strong track record of partnering with Technology and AI teams on automation, virtual agents, and large-scale operational workflows that elevate both efficiency and consumer experience.
  • Advanced analytical, financial, and operational judgment with the ability to synthesize KPIs into actionable strategy that improves performance and consumer outcomes.
  • Steady, decisive leadership style suited to high-stakes, fast-moving, safety-critical environments, with a commitment to delivering an exceptional consumer experience at scale.

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.

The target annual base pay range for this role is $270,000 to $290,000.

This target annual base pay range represents our good-faith estimate of what we expect to pay for this role. We use a market-based compensation approach to set our target annual base pay ranges and make adjustments annually. We carefully tailor individual compensation packages, including base pay, taking into consideration employees’ job-related skills, experience, qualifications, work location, and other relevant business factors. 

Beyond base pay, we offer a Total Rewards package that may include participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits. More details can be found here.

We’re committed to fair and equitable pay practices, as well as pay transparency. We regularly review our programs to ensure they remain competitive and aligned with our values.

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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