Chief Customer Officer

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.

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.

The Chief Customer Officer (CCO) is a C‑suite executive responsible for the end‑to‑end strategy, performance, and evolution of the company's customer‑facing support and safety services, including Customer Experience (CX) Contact Centers and 24/7 Monitoring Services.

Reporting to the President, Go‑To‑Market, and serving as a member of the Simpli Safe Executive Leadership Team, the CCO ensures that service, support, and monitoring are core go‑to‑market capabilities and enterprise differentiators. This role balances customer trust, operational excellence, safety, and financial discipline while preparing the organization for growth, digital transformation, and AI‑enabled service delivery.

The CCO leads large, complex, safety‑critical organizations through senior leaders and strategic partners, owning the people, platforms, and processes that shape customer experience across voice, digital, and monitoring channels.

• Serve as the enterprise executive owner of all customer support and monitoring operations.
• Lead and develop senior executive leaders overseeing:
  • Customer Support, Loyalty, and Sales Operations
  • Alarm Monitoring and Emergency Response Operations
• Set and execute a multi‑year enterprise strategy for support and monitoring aligned to company growth, brand promise, and customer trust.
• Act as a strategic partner to the President, Go‑To‑Market, ensuring service and monitoring capabilities enable revenue growth, retention, and lifetime value.
• Contribute as a full member of the Executive Leadership Team, influencing company‑wide strategy, investment priorities, and long‑range planning.
• Build a unified leadership culture grounded in accountability, coaching, operational rigor, and continuous improvement.
• Develop executive bench strength through succession planning, talent calibration, and leadership development.

• Ensure best‑in‑class performance across high‑volume, distributed, and 24/7 service environments, including:
  • Service levels, quality, customer satisfaction, and cost‑to‑serve
  • Emergency readiness, dispatch accuracy, and regulatory compliance
• Own operational consistency, resilience, and risk mitigation across internal teams, BPO partners, and wholesale monitoring relationships.
• Lead enterprise preparedness for peak demand, critical incidents, and rapid change without compromising customer safety or experience.

• Provide executive oversight of the functions that enable operational success, including:
  • Workforce Management
  • Quality & Performance
  • Learning & Development
  • Channel Strategy & Analytics
• Ensure these teams operate as strategic enablers, tightly aligned with frontline execution and business priorities.
• Drive integrated planning across forecasting, capacity, staffing, performance management, and talent readiness.

• Own the end‑to‑end customer service and monitoring journey, ensuring seamless experiences across digital, voice, and monitoring channels.
• Partner with Technology, Product, and AI leaders to:
  • Advance automation, virtual agents, intelligent routing, and predictive systems
  • Improve efficiency, containment, and customer outcomes
• Champion digital self‑service and AI‑assisted operations while maintaining safety, trust, and service quality.
• Ensure technology investments deliver measurable…