Program Manager
Customer Experience, Hardware & Firmware
Posted on 10/27/2023
INACTIVE
SimpliSafe

11-50 employees

Home security company
Company Overview
Simplisafe wants to make home security accessible to everyone
Consumer Goods
Hardware

Company Stage

Seed

Total Funding

$587M

Founded

2006

Headquarters

, United Kingdom

Growth & Insights
Headcount

6 month growth

8%

1 year growth

4%

2 year growth

4%
Locations
Richmond, VA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Marketing
Customer Service
CategoriesNew
Product
Customer Success & Support
Requirements
  • Bachelor's degree in Business, Marketing, or a related field (or equivalent work experience)
  • Proven experience in customer service within consumer electronics preferred
  • Compelling communication skills at all levels of the organization including ET
  • Demonstrated experience at being an exceptional technical SME and trusted across the organization
  • Exceptional problem-solving abilities and attention to detail
  • Analytical mindset with the ability to interpret data and extract insights
  • Ability to work collaboratively with cross-functional teams
  • Excellent organizational and time management skills
Responsibilities
  • Analyze top contact drivers, identify trends and patterns in customer issues, and provide actionable insights
  • Develop a process to keep a pulse on products in the market; summarize contact issues, share cross-functionally and create plans to remediate issues
  • Heavily influence and drive product and engineering roadmaps on behalf of the CX org, advocating for the customer to drive continuous improvement in our hardware and firmware
  • Become an expert on SimpliSafe's Hardware and Firmware to advocate for the customer's needs
  • Build cross-functional relationships and processes that enable the ability to provide customer insights to the relevant teams to highlight customer issues & paint-points quickly and support through resolution
  • Provide input into training and content creation for customer service agents and help center content around product features and customer friction points
  • Ensure clear and consistent communication between customer service and other departments, promoting a unified customer-centric approach