VP, Customer Service Operations & Monitoring

Job Description

Job Description

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.

Overview

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.

Key Responsibilities

Enterprise Leadership & Strategy

• 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.

Operational Excellence Across Two Major Organizations

Functional Integration Through Senior Leaders

Customer Journey, Channel Performance & Digital Evolution

Performance Management, KPI Steering & Vendor Governance

Change Leadership & Organizational Readiness

Qualifications

What Values You'll Share

What We Offer

The target annual base pay range for this role is $270,000 to $290,000.

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 .