Manager, Monitoring

About the Role

SimpliSafe believes that through a combination of purposeful technology and an empathetic human touch, we enable customers to not only be safe, but feel safe as well. Guided by the objectives and long term strategy of the company and reporting to the Director of Monitoring Operations, this position supports the leadership, management, and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and team leadership processes in place to effectively serve and communicate with SimpliSafe's customer base during the alarm moment.

Responsibilities

• Responsible for the overall management, administration and performance of Monitoring Operations during scheduled shifts.
• Work responsibilities include managing and controlling the activities of the Monitoring Operations Supervisors team during assigned shifts, as well as Monitoring Experience Specialists in SimpliSafe's Monitoring center located in Richmond, VA.
• Effectively lead the Monitoring Operations function through management of the Supervisor team during scheduled shifts in SimpliSafe's Richmond, VA monitoring center.
• Effectively partner with the broader Monitoring Center Management Team to identify operational challenges, develop solutions, and execute priorities and initiatives that support business goals and ensure consistent alignment across shifts and functions.
• Support intrusion monitoring operations, ensuring accurate, timely response to intrusion alarm signals in accordance with UL Certification standards and established company protocols.
• Support Active Guard outdoor monitoring operations, overseeing proactive, real-time video-based deterrence and response for outdoor monitoring customers.
• Maintain best in class operating service levels during assigned shifts to meet and exceed defined service level agreements
• Provide information to the Director of Monitoring Operations and Sr. Manager, Monitoring that assists in the development, communication, and implementation of programs designed to continually improve Monitoring Operations and experience strategies and processes.
• Motivate and lead a high-performance team of Monitoring Experience Supervisors during assigned shifts. Provide mentoring as a cornerstone to the management career development program.
• Responsible for taking part in an on-call rotation, where you may be paged after hours to mitigate impacts of emergent issues
• Effectively communicate to your Supervisor team information provided to you from your Director of Monitoring Operations and Sr. Manager, Monitoring, ensuring clear understanding and consistent execution.
• Work with the Supervisor team to provide employee QA reviews, as well as personnel development meetings.
• Work with the Training department and Supervisor Team in assisting with initial onboarding of new Specialists.
• Work closely with Talent Support, actively participating in interviews and candidate selection decisions.
• Foster a success-oriented, accountable environment within the Monitoring Experience Center.

Requirements

• 100% On Site position based at the Richmond, VA Monitoring Center
• Required Schedule: Tuesday - Saturday, 10:00 am - 7:00 pm; Schedule may vary based on business needs
• On-call availability: Comfortable participating in an occasional on-call rotation, including weekends and outside of scheduled shift hours, to support emergent operational needs.
• Must clear background checks to meet state central station operator licensing requirements in multiple states, requiring the ability to pass state and national background checks by having no criminal convictions, guilty or nolo contendere pleas back to age 18 (including convictions that have been sealed or expunged).

Qualifications

• 5+ years of customer facing employee leadership experience, with 3+ years leading large scale Alarm Monitoring Center, Technical Support or Customer Service, Account Management, and/or high touch Sales agent employee populations
• Experience managing call center operations
• Experience driving performance at with internal personnel assigned to your team
• Demonstrated track record hiring, developing, and retaining employees, including those at the Manager and Supervisor level
• Problem solver, ability to utilize strategic thinking to achieve long-term company goals, including drive customer experience
• Ability to set priorities and execute work in a fast-paced environment
• Driven, energetic, self-assured professional with high personal integrity
• Strong communication (verbal and written), presentation, and project management skills
• Ability to develop effective, positive interpersonal relationships

Skills

Excellent interpersonal, communications, public speaking, and presentation skills.

Values

• 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.

Benefits

• 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
• 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.

Pay

The target annual base pay range for this role is $79,700 - $106,300. This target annual base pay range represents our good-faith estimate of what we expect to pay for this role.

Schedule

Tuesday - Saturday, 10:00 am - 7:00 pm; Schedule may vary based on business needs