Manager, Monitoring

SimpliSafe • Richmond, VA

1d • Onsite

About The Position

SimpliSafe is a high-tech home security company focused on protecting homes and fostering career growth. They offer a collaborative and innovative culture with significant opportunities for impact. The company's professional monitoring center operates 24/7, requiring monitoring specialists to work fully onsite using advanced technology. SimpliSafe is expanding and seeking talented individuals who share their values to disrupt the home security space and fulfill their mission of keeping every home secure. This role supports the leadership, management, and vision for the Monitoring Operations, ensuring proper operational controls, administrative procedures, and team leadership processes are in place to serve customers during alarm events. The position reports to the Director of Monitoring Operations.

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). These state law background check requirements typically apply to the following types of offenses: felonies, class 1 or class A misdemeanors (as these are commonly referred to in many state statutes, but this may vary from state to state), offenses involving theft, sexual offenses, violence, dishonesty or crimes against a person.
• 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

Nice To Haves

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

Responsibilities

• Responsible for the overall management, administration and performance of Monitoring Operations during scheduled shifts.
• Manage and control 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed