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Sr. Director, CX Automation & AI
Full-time
SimpliSafe is a high-tech home security company investing in a unified, omni-channel CCaaS platform. Their vision is a customer experience center that serves customers better at every touchpoint, deepening loyalty, improving retention, and turning CX into a competitive advantage, with AI and automation as the engine. This leader will define and execute the roadmap that elevates how SimpliSafe serves, retains, and grows its subscriber base, while making frontline teams more powerful.
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.
Establish the prioritization framework for automation, defining how initiatives are evaluated, funded, and sequenced to deliver measurable ROI.
Own outcomes of automation and self-help capabilities including containment, churn reduction, and cross-sell and upsell within the subscriber journey.
Drive the agent-assist enablement strategy in partnership with CXM leaders.
Qualifications
Hands-on experience with a CCaaS stack such as Google CCAI, Amazon Lex, or similar.
Deep understanding of conversational AI: Lex, DialogFlow or similar, NLU, intent design, and containment optimization.
Ability to build a business case from scratch with P&L accountability, plus proven people leadership.
