SimpliSafe · 3 hours ago
VP, Customer Service Operations & Monitoring
United States
Full-time
Remote
Director/Executive
$270K/yr - $290K/yr
10+ years expSimpliSafe is a high-tech home security company dedicated to protecting homes and fostering career growth. They are seeking an enterprise-level operational executive to lead their Customer Experience Contact Center and 24/7 Monitoring Service, ensuring high-quality customer experiences and operational excellence across these critical components.
Consumer ElectronicsHome ImprovementManufacturingSecuritySensorSmart Home
Responsibilities
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
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
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
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
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
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
Qualification
Required
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
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
2025-11-25
2025-11-19
2025-11-14
Company data provided by crunchbase