Manager, Monitoring

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. Our customers are protected by live professional monitoring agents - real people who always have their back. Our professional monitoring center is open and delivers fast emergency response 24/7, and our monitoring specialists are expected to work fully onsite using our advanced technology to keep our customers’ homes secure. 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 SimpliSafe believes that through a combination of purposeful technology and an empathetic human touch, we enable customers to not only be safe, but feel safe as well. Guided by the objectives and long term strategy of the company and reporting to the Director of Monitoring Operations, this position supports the leadership, management, and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and team leadership processes in place to effectively serve and communicate with SimpliSafe's customer base during the alarm moment. Primary Responsibilities Include: Responsible for the overall management, administration and performance of Monitoring Operations during scheduled shifts. Work responsibilities include managing and controlling the activities of the Monitoring Operations Supervisors team during assigned shifts, as well as Monitoring Experience Specialists in SimpliSafe's Monitoring center located in Richmond, VA. Effectively lead the Monitoring Operations function through management of the Supervisor team during scheduled shifts in SimpliSafe's Richmond, VA monitoring center. Effectively partner with the broader Monitoring Center Management Team to identify operational challenges, develop solutions, and execute priorities and initiatives that support business goals and ensure consistent alignment across shifts and functions. Support intrusion monitoring operations, ensuring accurate, timely response to intrusion alarm signals in accordance with UL Certification standards and established company protocols. Support Active Guard outdoor monitoring operations, overseeing proactive, real-time video-based deterrence and response for outdoor monitoring customers. Maintain best in class operating service levels during assigned shifts to meet and exceed defined service level agreements Provide information to the Director of Monitoring Operations and Sr. Manager, Monitoring that assists in the development, communication, and implementation of programs designed to continually improve Monitoring Operations and experience strategies and processes. Motivate and lead a high-performance team of Monitoring Experience Supervisors during assigned shifts. Provide mentoring as a cornerstone to the management career development program. Responsible for taking part in an on-call rotation, where you may be paged after hours to mitigate impacts of emergent issues Effectively communicate to your Supervisor team information provided to you from your Director of Monitoring Operations and Sr. Manager, Monitoring, ensuring clear understanding and consistent execution. Work with the Supervisor team to provide employee QA reviews, as well as personnel development meetings. Work with the Training department and Supervisor Team in assisting with initial onboarding of new Specialists. Work closely with Talent Support, a…