What are the responsibilities and job description for the Program Design Manager position at SimpliSafe?
SimpliSafe is a leading innovator in the home security industry with one mission: to make every home secure. We pride ourselves in being daring innovators, humble cooperators, and data-driven thinkers. We go wherever the best idea leads us, work selflessly to get the best outcomes for our customers, and constantly analyze & reevaluate our efforts.
If you’re excited about making a difference in the lives of over three million people (and counting) and have a passion for enabling a best in class customer experience, this role could be for you!
To support its rapidly growing customer experience organization, SimpliSafe is looking for a Manager of Enablement Programs to design the end to end learning experience for its customer facing teams, inclusive of agents and leaders alike.
What You’ll Do
The perfect candidate will be a self-starter with a proven track record of working cross-functionally to design, create, socialize, launch and execute large scale training programs in high growth environments. In this role you’ll be challenged to redefine how we train, coach and iterate across multiple customer segment touch points, working with leaders from across the company along the way.
Experience in a SAAS business model and/or having managed frontline reps/agents in a Sales/Loyalty/Customer Service organization are a welcome plus.
What You’ll Bring
- 7-10 years of relevant experience including leading customer facing and/or Enablement teams at a customer centric organization
- Understanding from working in a SAAS and/or subscription based revenue model
- Experience across multiple customer touchpoints including but not limited to Sales, Loyalty, Customer Success and General Customer Support
- Proven ability to build, nurture and iterate value driven programs from the ground up (tie metrics to behaviors, ROI…)
- Understanding of the Enablement function and how it fits into and drives a customer centric company’s mission
- Excellent problem-solving and analytical skills
- Experience rolling out coaching methodologies/programs across organizations
- Willingness to embrace ambiguity and the opportunity to build
- Passion for our mission of Every Home Secure
- Ability to work collaboratively at all levels of an organization internally and externally
- Strong multitasking and organizational skills;
- Excellent communication and presentation skills;
- Professional, confident, and enthusiastic demeanor
- No ego approach to leadership and execution
- Experience and proficiency with LMS, CMS and Enablement tools (preferably Lessonly and Seismic)
What Values You’ll Share:
- Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
- Aim High - Always challenging oneself and others to raise the bar.
- No Ego - “no job too small” attitude, and open, inclusive and humble style.
- One Team - highly collaborative approach to achieving success.
- Lift As We Climb - A track record of investing in developing others and helping others succeed.
- Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.
If based in VA, must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.
