Chief Customer Officer

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. 

Executive Overview

The Chief Customer Officer (CCO) is a C-suite executive responsible for the end-to-end strategy, performance, and evolution of the company’s customer-facing support and safety services, including Customer Experience (CX) Contact Centers and 24/7 Monitoring Services.

Reporting to the President, Go-To-Market, and serving as a member of the SimpliSafe Executive Leadership Team, the CCO ensures that service, support, and monitoring are core go-to-market capabilities and enterprise differentiators. This role balances customer trust, operational excellence, safety, and financial discipline while preparing the organization for growth, digital transformation, and AI-enabled service delivery.

The CCO leads large, complex, safety-critical organizations through senior leaders and strategic partners, owning the people, platforms, and processes that shape customer experience across voice, digital, and monitoring channels.

Key Responsibilities

Enterprise Leadership & Strategic Ownership

• Serve as the enterprise executive owner of all customer support and monitoring operations.
• Lead and develop senior executive leaders overseeing:
• Customer Support, Loyalty, and Sales Operations
• Alarm Monitoring and Emergency Response Operations
• Set and execute a multi-year enterprise strategy for support and monitoring aligned to company growth, brand promise, and customer trust.
• Act as a strategic partner to the President, Go-To-Market, ensuring service and monitoring capabilities enable revenue growth, retention, and lifetime value.
• Contribute as a full member of the Executive Leadership Team, influencing company-wide strategy, investment priorities, and long-range planning.
• Build a unified leadership culture grounded in accountability, coaching, operational rigor, and continuous improvement.
• Develop executive bench strength through succession planning, talent calibration, and leadership development.

Operational Excellence At Scale 

• Ensure best-in-class performance across high-volume, distributed, and 24/7 service environments, including:
• Service levels, quality, customer satisfaction, and cost-to-serve
• Emergency readiness, dispatch accuracy, and regulatory compliance
• Own operational consistency, resilience, and risk mitigation across internal teams, BPO partners, and wholesale monitoring relationships.
• Lead enterprise preparedness for peak demand, critical incidents, and rapid change without compromising customer safety or experience.

Functional Enablement & Integration 

• Provide executive oversight of the functions that enable operational success, including:
• Workforce Management
• Quality & Performance
• Learning & Development
• Channel Strategy & Analytics
• Ensure these teams operate as strategic enablers, tightly aligned with frontline execution and business priorities.
• Drive integrated planning across forecasting, capacity, staffing, performance management, and talent readiness.

Customer Journey, Digital Strategy & Innovation

• Own the end-to-end customer service and monitoring journey, ensuring seamless experiences across digital, voice, and monitoring channels.
• Partner with Technology, Product, and AI leaders to:
• Advance automation, virtual agents, intelligent routing, and predictive systems
• Improve efficiency, containment, and customer outcomes
• Champion digital self-service and AI-assisted operations while maintaining safety, trust, and service quality.
• Ensure technology investments deliver measurable ROI and long-term strategic value.

Go-To-Market Enablement & Customer Retention

• Align support and monitoring strategies with acquisition, onboarding, retention, and expansion goals.
• Partner with Sales, Marketing, Product, and Customer Success leaders to deliver cohesive, frictionless customer experiences across the lifecycle.
• Translate customer insights, operational data, and service trends into recommendations that shape go-to-market strategy and product decisions.

Performance, Financial Stewardship & Vendor Governance

• Set enterprise KPIs and hold senior leaders accountable for outcomes across:
• Quality, efficiency, SLAs, customer experience, and financial performance
• Evaluate operational health using data-driven insights to identify systemic risks and improvement opportunities.
• Own vendor strategy, site strategy, and partner governance, including negotiation, performance management, and continuous optimization.
• Present performance, risk, and strategic recommendations to the Executive Leadership Team and, as needed, the Board.

Change Leadership & Organizational Resilience

• Lead large-scale transformation across frontline and leadership populations, including new technologies, workflows, and AI-enabled service models.
• Ensure organizational readiness through disciplined change management, communication, and leader enablement.
• Foster a culture that is resilient, adaptable, and committed to continuous operational evolution in safety-critical environments.

Qualifications & Executive Profile

• 12+ years leading senior executives in large-scale, complex service or safety-critical operations (contact centers, monitoring centers, emergency response, or similar).
• Demonstrated success operating at enterprise scale, serving millions of customers or transactions with a strong focus on end-to-end customer experience.
• Deep expertise in service enablement functions (WFM, QA, L&D, analytics) and how they drive operational outcomes.
• Strong track record partnering with Technology and AI leaders to modernize service delivery through automation and intelligent systems.
• Advanced strategic, financial, and operational judgment with the ability to influence executive peers and senior stakeholders.
• Calm, decisive leadership style suited to high-stakes, high-visibility environments where safety, trust, and performance are paramount.

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 $350,000 to $375,000.

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.