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.
We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
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.
Role Summary: On-Site Customer Experience team Engagement and Communication specialist. Single POC for Customer Experience Org for site needs, site communications, and site team event and meeting planning (quarterly town halls, teams visiting our people center site at Willow Lawn, etc.). Leverage feedback mechanisms from team members at every level to make positive change.
Responsibilities
- Understand site engagement results and needs, especially for our Hourly teams and their leaders. Be a thought partner for leaders. Build prioritized roadmap to align Customer Experience (CX) org on highest value programs to execute for teams on-site to drive engagement
- Be CX org functional representative for Willow Lawn site Leadership Team; composed of this role, Facilities Lead, Workplace Experience (WEX) Lead and IT Lead. As part of this team, provide input and feedback to WEX, IT and Facilities as the POC for CX Leadership team. Be a day-to-day partner for these leaders, where they need a single POC to represent CX for Willow Lawn people center.
- Represent all site CX functions regarding office needs. Prioritize site needs for cross-functional partners in WEX and IT
- Co-program manage site improvement projects across team where needed
- Be CX owner, building budgets and tracking estimated and actual costs associated with Willow Lawn office, since CX cost center gives ultimate approvals
- Be single point of contact for CX org for WEX, Facilities and IT POCs. For example, be single POC for WEX in building seating charts
- Be single POC for CX org to coordinate Learning & Development (L&D), WEX, Employee Resource Group (ERG) event schedules with Workforce Management team; ensuring sufficient space scheduled for team for these activities and to close the loop with partner teams, confirming attendance
- Lead CX org Event Management at the site, collaborating with functional leaders as needed; ensuring events meet all goals. Keep in mind rotating office days and shifts.
- Plan, project manage and execute on-site CX events
- Plan, project manage and execute Customer Service Appreciation week on-site events, as well as any parallel planning for other agents in Boston HQ.
- Plan, project manage, and execute on-site CX Quarterly Leader Town Halls
- Plan, project manage and execute CX org driven employee appreciation events
- Plan, project manage and execute Executive Team & Leadership visits to Willow Lawn
- CX org communication management:
- Work with Chief Customer Experience Officer (CCXO) and Customer Experience Leadership Team (CXLT) and Communications partner to build cadence of CX team communications to all Willow Lawn teams; ensure Hourly teams receive consistent communications across the organization
- Work with CCXO and CXLT to prepare CX org communications, especially as it relates to Hourly teams, but also to include Town Halls in general
- Be a Collaboration Facilitator
- Build within-site programs, meetings or communication cadences to enable greater collaboration across Sales, Loyalty, Customer Support, Operations, Data & Analytics and our Program & Platforms teams where it makes sense.
- Partner with Monitoring site PM to pilot/test cross-site activities in Richmond.
- Be CX POC for all Willow Lawn Agent, Supervisor career development programs that cross teams on-site. Partner with functional Enablement teams and onsite People team where appropriate. These could include, but are not limited to:
- Building and institutionalizing/executing agent and supervisor cross-team shadowing programs
- Working with the People team, leaders and workforce management to roll out cross-team training programs
- Ensure we incorporate feedback from the team in everything we do:
- Own management of next steps on Executive Team-led cross-team agent and supervisor roundtable session feedback ideas. Ensure all ideas are logged, assigned owners and tracked where we decide to implement
- Ensure regular communication cadences to the team. “We heard you and here is where we are making change, because of your feedback.” Where we are not incorporating the feedback, close the communications loop too
- Potentially own Customer org Suggestion box and build regular cadence of action items and follow through with CCXO and CXLT
- Be a strong office culture builder, we are hybrid, but want to maximize on-site time value
- Ensure CX social committee is coordinated with WEX to ensure events are complementary to engagement activities (Social Committee in process)
- Be advocate for CX org in conveying/giving feedback on WEX events, etc
- Build relationships with local ERG leaders. Work together where it makes sense.
On Site Needs:
- Available 3 days per week on-site, Tuesday-Thursday.
- Ability to travel to Boston HQ quarterly for Boston HQ agent communication and CX org Town Halls
- Flexibility in hours to make time onsite with night shift, infrequently, but as needed.
Prior Experience:
- Prior experience in a similar role is preferred.
- Demonstrated project management experience required
- Demonstrated communications experience with large organizations required
- Strategic thinker, also ready, willing and able to roll-up your sleeves and make it happen
What Values You’ll Share
- 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.
Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.
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.
•
Last updated on Aug 19, 2024