Program Manager, CX Technology

2 weeks ago

Boston, United States SimpliSafe Full time

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.

What You’ll Do

The Product Owner, CX Technology will work closely with the CX line of business leadership team, to define requirements, prioritize features, build cross-functional roadmaps and ensure alignment with the broader organizational goals. This role will focus on the SaaS platforms that the CX organization utilizes to serve our customers with an exceptional experience.

Primary responsibilities include: 

  • Manage in-take process to efficiently capture all business requests for CX SaaS platforms.  
  • Understand the needs of customers and internal stakeholders and translate business requests into various SaaS platform requirements. 
  • Prioritize and manage portfolio backlog, ensuring alignment with cross-functional partners and strategic objectives.  
  • Collaborate cross-functionally to help identify and mitigate risks to delivery schedules and quickly adapt approaches based on changing program needs where applicable
  • Be comfortable communicating at all levels of the organization, providing status reports and visibility into the progress of the work being done on a regular basis.
  • Heavily influence roadmaps on behalf of the CX org, advocating for the agent & customer to drive continuous improvement in our experience. 
  • Ensure clear and consistent communication between customer service and other departments, promoting a unified customer-centric approach.

What You’ll Bring

  • 3-5 years of product management experience preferably in SaaS products.
  • Bachelor's degree in Business, Marketing, or a related field (or equivalent work experience).
  • Demonstrated success implementing large-scale initiatives from concept through execution, using leading practices and industry standards 
  • Strong communication skills, project management skills, and ability to build working relationships, engaging with multiple levels of leadership to influence and affect change across teams
  • Ability to work independently in a fast-paced and high-growth environment and appropriately prioritize multiple responsibilities
  • Continuous improvement mindset with a willinging to challenge the status quo, and with an aptitude for identify process and control gaps and championing improvements
  • Ability to work collaboratively with cross-functional teams.
  • Excellent organizational and time management skills.

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.

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.


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