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Vp, Customer Service Operations & Monitoring

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SimpliSafe

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

270000.00 - 290000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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 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
  • 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

Additional Information:

Job Posted:
December 23, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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