OVERVIEW:

Asurion is a global leader in technology protection and support solutions.  From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery.  This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.

The Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set.  He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators.  They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.

DUTIES AND RESPONSIBILITIES:

  • Build relationships with key stakeholders within the Expert Performance and Operations teams
  • Collaboratively architect and implement tactical plan of action, tools, and trainings focused on Expert sales and customer retention
  • Lead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation
  • Partner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organization
  • Assist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy
  • Work with Operations leaders to implement and evaluate sales initiatives; independently make real-time decisions to adjust or correct strategies or expectations as needed
  • Partner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
  • Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
  • Provide insight to and support incentive plan communications as needed
  • Demonstrate functional understanding of company’s core financial performance
  • Responsible for meeting and exceeding timing, goals, and objectives on assignments
  • Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress

EXPERIENCE:

  • Ability to build and maintain relationships and partner effectively across diverse internal organizations
  • Proven ability to lead & develop team of technically-minded individuals
  • Strong analytical and problem-solving skills
  • Proactively identify and meet customer needs
  • Excellent communication, interpersonal and organizational skills with a hands-on management style
  • Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
  • Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
  • Experience leading strategic business transformational activities
  • Experience in supporting call-center operations
  • Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint

DESIRED QUALIFICATIONS:

  • Bachelor's Degree with relevant experience; advances degree encouraged
  • 3-5 years’ work experience in a related field such as sales or operations
  • Black Belt certification encouraged
  • 3-5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives
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CUS06242 | Nashville | Tennessee | US | 2018/10/18
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