SimpliSafe
home security
Sr.Director,CXAutomation&AI
“Sr. Director, CX Automation & AI at SimpliSafe. Skills: CX Automation, AI, CCaaS, conversational AI, automation strategy, CXM transformation. 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”
What You'll Achieve.
deepening loyalty; improving retention; delivering a customer experience that becomes a competitive advantage; elevates how we serve, retain, and grow our subscriber base; enhancing how they serve customers; reducing friction in their workflows; building tools that make every interaction more effective; containment; churn reduction; cross-sell and upsell opportunities
Industry & Context.
Reduce Friction, Improve CX, AX; problem-solving
What They're Looking For.
Must Have
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, Can build a business case from scratch and defend it under pressure, Translates automation investment into cost and revenue outcomes, Experienced with P Execution, Proven ability to build from scratch, 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 You'll Do.
Own the vision and delivery — defining what gets built
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
and sequenced to deliver measurable ROI
Define channel optimization ROI and build the business case for the right channel
Own outcomes of automation and self-help capabilities — including containment
and cross-sell and upsell opportunities within the subscriber journey
Drive the agent assist enablement strategy
partnering with CXM leaders to define
and sequence what gets unlocked
How You'll Work.
Team & Collaboration
building cross-functional relationships; work alongside our frontline teams; partnering with CXM leaders; One Team
Process & Methodology
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
Applying for this Sr. Director, CX Automation & AI role?
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