SimpliSafe · 2 days ago
Chief Customer Officer
United States
Full-time
Remote
Director/Executive
$350K/yr - $375K/yr
12+ years expSimpliSafe is a high-tech home security company dedicated to protecting homes and fostering a supportive work culture. They are seeking a Chief Customer Officer to lead the customer support and monitoring operations, ensuring a seamless customer experience while driving growth and operational excellence.
Consumer ElectronicsHome ImprovementManufacturingSecuritySensorSmart Home
Responsibilities
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
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
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
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
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
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
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
Qualification
Required
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
Benefits
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.
Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits.
Company
SimpliSafe
SimpliSafe is a home security company that designs, engineers, and sells cameras, smart lock, and wireless security alarm systems.
501-1000 employees
H1B Sponsorship
SimpliSafe has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (14)
2023 (21)
2022 (17)
2021 (14)
2020 (8)
Funding
Current Stage
Late StageTotal Funding
$387MKey Investors
Sequoia Capital
2025-09-15Acquired
2022-05-06Debt Financing· $200M
2021-04-12Private Equity· $130M
Leadership Team
Hilary Schneider
Chief Executive Officer
Eleanor Laurans
Co-Founder
Recent News
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-09
GlobeNewswire
2026-01-07
2025-11-25
Company data provided by crunchbase