Sr. Director, CX Automation & AI

About the Role

SimpliSafe is at an inflection point, investing in a unified, omni-channel CCaaS platform. We are seeking an exceptional leader to transform what this platform 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 recognized as the engine to achieve this vision.

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 SimpliSafe serves, retains, and grows its subscriber base.

This leader will work alongside frontline teams, enhancing how they serve customers, reducing friction in their workflows, and building tools that make every interaction more effective. SimpliSafe believes that great automation makes its 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, DialogFlow 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.