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Program Manager, Customer Experience
2 months ago
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
At SimpliSafe, we put our customers first. This role is responsible for ensuring our CX organization is prepared for marketing initiatives, collaborating cross-functionally with Product Marketing, Ecommerce, and Customer Service to ensure seamless campaign roll-outs. This role will ensure CX and Marketing are in lock step; delivering a best in class customer experience.
- Build cross-functional relationships and processes that enable seamless roll-out of campaigns and new initiatives
- Provide input into training and content creation for customer service agents and Help Center content around product features.
- Ensure clear and consistent communication between Customer Experience and various departments (Ecommerce, Marketing, etc), promoting a unified customer-centric approach.
- Ensure all cross-functional promotional campaigns are properly set up to be executed and tested in CX channels.
- Ensure understanding of promotional offers throughout the year to partner with the CX Growth team accounting for any shifts in forecasted needs.
- Utilizing analytical skills to build new processes to provide Ecommerce and IT teams feedback on promotional confusion, site/product feedback and cart/checkout issues that prevent customers from converting on utilizing analytical skills.
- Identify gaps and potential opportunities in the outbound dialer process utilized to pass leads from Ecommerce to Telesales team.
- Understand the entire end-to-end customer journey of prospective customers within SimpliSafe touchpoints and provide recommendations on improvement of processes to convert to a customer.
Qualifications:
- Bachelor's degree in Business, Marketing, or related field (or equivalent work experience).
- Proven experience in customer service within the consumer electronics preferred.
- Compelling communication skills at all levels of the organization including ET.
- Demonstrated experience at being an 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.
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
