[Remote] VP, Customer Service Operations & Monitoring

Note: The job is a remote job and is open to candidates in USA. SimpliSafe is a high-tech home security company dedicated to protecting homes and fostering a culture of collaboration and innovation. The VP of Customer Service Operations & Monitoring will lead the Customer Experience Contact Center and the Monitoring Service, setting strategic direction and ensuring high-quality service delivery across operations. 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 Skills • 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 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 (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 Overview • SimpliSafe is a home security company that designs, engineers, and sells cameras, smart lock, and wireless security alarm systems. It was founded in 2006, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship • SimpliSafe has a track record of offering H1B sponsorships, with 10 in 2025, 14 in 2024, 21 in 2023, 17 in 2022, 14 in 2021, 8 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job