Inbound Contact Center Manager jobs in Richmond, VA

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 the office two to three days per week to work together in person and 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.

Note that this role will require travel between two office locations in Richmond, VA (approximately 10 miles apart). 

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 Sr. People Partner will report into and work closely with the Sr. Director, GTM People Strategy & Programs in supporting SimpliSafe’s Contact Center Operations and their teams in Richmond and Boston. This is an opportunity to support a team that’s growing across multiple lines of business (Monitoring, Customer Service/Tech, Sales, Customer Retention)! 

Serving as a strategic partner on people-related matters, you will assist in designing and executing strategic programs to support key people areas, including: hiring, onboarding and training, retention, and development of talent; organizational design; Global Career Framework; employee engagement; and compensation. In addition, you will provide HR support on key business and People Team initiatives such as: Annual Performance Reviews, Talent Planning, Employee Engagement Survey, DE&I, etc. The People Partner will also assist with complex employee issues, escalations and investigations. 

Based in Richmond, VA, this role may also support Contact Center leaders in Boston, MA.

Primary Responsibilities include: 

• Align on business objectives with business leaders and serve as primary strategic partner to leadership on people-related matters.
• Partner with People Leadership Team and business leaders to design, manage, improve, and support key People-related initiatives and programs including compensation, career development, performance management, talent planning, employee relations, change management, training, organizational design, etc.
• Partner with other People functions and internal resources to drive and execute corporate-wide People initiatives and programs through design, implementation and iteration.
• Assess organizational health and effectiveness on a regular basis and identify opportunities to drive improvements and efficiencies.
• Assist in deployment and execution of various People team surveys and employee feedback routines including focus groups and exit interviews.
• Coach managers and provide guidance and support with performance related issues or employee/manager conversations.
• Constructively challenge the status quo for the purpose of improving outcomes or processes.
• Liaise between the People Team, client groups, and other stakeholders, all while representing SimpliSafe values and culture.
• Conduct effective, thorough, and objective employee relations investigations for complex escalations and issues.
• Act as a cultural ambassador, fostering diversity and inclusion.

What You'll Bring

• Applicable HR/People Business Partner experience (or comparable role), preferably with experience supporting multiple senior level leaders.  Experience supporting Contact Center Operations in a Technology company is preferred.
• Demonstrated ability scaling processes and managing priorities in a fast-paced environment.
• Must be able to flex work style - strategic, operational and tactical - and partner effectively across functional teams, and employee levels.
• Ability to provide strategic guidance to business lines, think critically, problem solve, and recommend effective solutions.
• Ability and experience supporting and coaching senior level leaders.
• Excellent communication, mediation, and interpersonal skills.
• Exceptional organization and project management skills.
• General knowledge of all functional areas in HR.

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.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. 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.