Sr. CX Operations Analyst

Job Description

Job Description

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 our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can 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.

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 SimpliSafe CX Analytics team is looking for an Operations Analyst to support our Customer Experience team. In this role you will influence the lines of business that most directly touch our customers : acquiring new customers through agent sales, providing wide-ranging support to our existing customers, and saving our most at risk customers with targeted loyalty tactics.

This is a unique opportunity to own the full lifecycle of data analysis, reporting, and strategic partnership with Operational leadership. You will collaborate across the organization with other analysts, engineers, and operational leaders to understand and leverage existing data sources, develop new data sources, and conduct cross-functional analysis. Your work will have a direct impact on Customer Experience at SimpliSafe and the company's overall business success.

Your responsibilities will include :

• Sift through raw data, partnering with a variety of technical and non-technical teams to create structured, high quality data assets to support analysis and reporting
• Design scalable and sustainable data tables and data models that can serve as foundational sources for other analysts
• Organize and mine datasets to find drivers of performance at both the channel and agent level, identifying optimization opportunities
• Proactively identify opportunities to improve our metrics, data and reporting processes
• Lead analytics efforts and drive creation of standardized KPIs, reports, and executive dashboards (familiarity with Tableau a plus)
• Build relationships with various creators and users of data and reporting across CX, planning work for large projects at the intersection of business and data

Qualifications :

What Values You'll Share

What We Offer

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. 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 .