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Field Operations Manager

1 month ago

Boston, Massachusetts, United States SimpliSafe Full time

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.

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're embracing a hybrid work model that enables our teams to split their time between office and home.

As a Field Operations Manager, you will be responsible for managing a team of Simplisafe employees and their performance, productivity, metrics, and efficiency.

You will also be responsible for working with our Training and Enablement Teams to update resources based on identified gaps in our training or content.

Lead a team of technical support specialists providing guidance, coaching and support to ensure outstanding performance and achievement of team goals.

Review and provide feedback on content created by the team including agent-facing documentation, self-help resources, and forum posts to ensure accuracy, clarity, and relevance.

Monitor and analyze customer feedback trends and performance metrics to identify opportunities for process improvements and the development of additional resources.

Provide assistance to customers experiencing long tail issues acting as a point of escalation and ensuring their concerns are addressed promptly and effectively.

Track project timelines and Specialist productivity to ensure deadlines are met.

Project management and problem solving capabilities experience, owning and driving worldwide initiatives.

Bachelor's degree in a relevant technical field or 3 years of equivalent work experience.

Outstanding customer facing skills that can help manage customer escalations by communicating to various levels of technical and management stakeholders, both externally and internally.

Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.

Lift As We Climb - Investing in developing others and helping others around us succeed.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify.

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.