Sr. Director, CX Automation & AI

About Simpli Safe

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, Wednesday, or Thursday - working together in person and choosing 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.

About the Role

Simpli Safe is at an inflection point. We are investing in a unified, omni-channel CCaaS platform and we need an exceptional leader to transform what it enables.

Our vision is to build a customer experience center (CXM) that serves customers better at every touchpoint - deepening loyalty, improving retention, and delivering a customer experience that becomes a competitive advantage. AI and automation are the engine that gets us there.

We are looking for someone who can set a vision and execute while building strong cross-functional relationships. This leader will define and execute the roadmap - building the AI and automation capability that elevates how we serve, retain, and grow our subscriber base.

This leader will work alongside our frontline teams - enhancing how they serve customers, reducing friction in their workflows, and building tools that make every interaction more effective. We believe great automation makes our people more powerful, not less essential.

Responsibilities:

● Own the vision and delivery - defining what gets built, in what sequence, and why it matters

● Define metrics and financial commitments, and own delivery against them

● Build an operating model that continuously improves automation performance

● Establish the prioritization framework for automation - defining criteria on which initiatives are evaluated, funded, and sequenced to deliver measurable ROI

Reduce Friction, Improve CX, AX

● Define channel optimization ROI and build the business case for the right channel

● Own outcomes of automation and self-help capabilities - including containment, churn reduction,

and cross-sell and upsell opportunities within the subscriber journey

● Drive the agent assist enablement strategy, partnering with CXM leaders to define, prioritize, and

sequence what gets unlocked

Qualifications:

Technical Depth

● Hands-on experience with CCaaS stack such as Google CCAI, Amazon Lex, or similar

● Has significantly improved customer experience with automation and self-service

● Deep understanding of conversational AI:
Lex, Dialog Flow or similar, NLU, intent design, containment optimization, virtual agent use case build and testing

Business Acumen

● Can build a business case from scratch and defend it under pressure

● Translates automation investment into cost and revenue outcomes

● Experienced with P&L accountability

Leadership & Execution

● Proven ability to build from scratch

● Strong people leader who can build and develop a team

● Brings an informed market perspective on CCaaS and AI innovation - understands what's working in the industry and can apply it to accelerate CXM transformation

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…