Latin America

Asurion’s Latin America Corporate Offices are located right at the heart of beautiful and modern districts in Mexico City, Mexico, Bogota, Colombia, Santiago de Chile, Chile, Sao Paulo, Brazil, Guayaquil, Ecuador and Lima, Peru. These locations are where our talented team members get together to collaborate, commit, and work as a team to support our customers and clients.

The Supply Chain Teams are located in Azcapotzalco in Mexico City, Mexico and the Cajamar district in Sao Paulo, Brazil. The ANDEAN Group includes local talented team members supporting operations from Bogota, Colombia and Santiago de Chile, Chile.

Our Contact Centers are located in Colonia Doctores in Mexico City, Mexico and Morumbi in the city of Sao Paulo, Brazil.

The Director Client Program Management (CPM) is responsible for exceeding client expectations by delivering on client commitments and leveraging cross functional teams to achieve sales & service goals. This role serves as a key interface between the client and Asurion’s internal cross functional teams (IT, Product Ops, Legal, SCM, CARE, and Program Management). He/she will be responsible for program performance dashboards and quarterly operations presentations, communication of results to account stakeholders on a monthly and/or quarterly basis, providing program expertise to the project management and account teams in support of Asurion client products and/or projects, as well as defining client specific operating procedures and process improvement opportunities.

The primary functions of this role include interfacing with the client, monitoring the operational functioning of programs, providing customer experience analysis across customer channels and recommendations for improvement, and guiding implementation of enterprise level projects to meet both Asurion and Client goals.

Essential Duties and Responsibilities:

• Full responsibility and accountability for owning the transition of a major client acquisition; internal/external communication, program management, implementation, etc.
• Interact with the client team on a consistent basis to address ad hoc questions/issues, present Asurion products & functionality, and resolve client concerns regarding the program
• Act as a primary point of contact for implementation teams; providing a clear vision of client goals and assessing levels of engagement between Asurion & the client.
• Leverage knowledge of Asurion’s registration, claims and fulfillment processes across all channels to anticipate and prevent issues caused by the changing nature of the program
• Drive the development and implementation of Asurion products and program enhancements including items like Asurion product categories, Asurion pricing models, and enhanced fulfillment models
• Act as a subject matter expert to Asurion’s internal teams on the client’s organization and goals, championing the needs of the client
• Prepare and present materials to the client to increase client engagement on specific projects (Example: D&I services, Technical Support programs) or improve awareness and understanding of current product offerings
• Engage internal Asurion teams to ensure that all client commitments for reporting and analysis are met on time
• Lead the development and implementation of all Asurion reporting and analysis efforts for client reporting packages
• Partner with the Product Operations team and other internal resources to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps
• Documentation of client SOP’s: processes, data flows, file formats, and other relevant tasks
• Lead issue triage and resolution cross functionally: ensure timely diagnosis of root cause and document all issues through to resolution
• Participation in change management, cross functional projects and project leadership

Qualifications

• Bachelor’s Degree required; MBA preferred
• Sales or Operational experience in wireless business, preferably within Latin America
• 7+ years in client account management or related client facing operational or project management experience
• Expert knowledge of systems, platforms and processes from enrollment to cancellation, and the ability to clearly articulate system functionality and capabilities as well as these processes appropriately for both internal and external teams
• Breadth & Depth of knowledge to manage implementation of program changes, product enhancements and clear, accurate client reporting
• Experience leveraging data appropriately and an understanding of sensitivity surrounding program metrics
• Background in Analytics and Reporting with an understanding of best practices for deploying automated reporting models
• Ability to build consensus cross-functionally to achieve results; strong bias for action
• Understanding of the legal & regulatory framework of extended warranty products and experience leveraging Asurion’s legal and regulatory groups to manage program operations
• Ability to present highly complex processes at a managerial client levels and internal operational meetings
• Strong relationship management skills; proven ability to influence internal colleagues from all business functions
• Solid analytical skills
• Exceptional interpersonal, verbal and written skills
• This position requires the ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents. This position also requires the ability to respond effectively to clients and management and handle sensitive and/or confidential communications. This position requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information
• Advanced computer skills including MS Office required; proficiency in MS PowerPoint required
• 15% travel required
• Bilingual: Spanish / English

Does this role sound like the perfect fit for you? If so, please send your resume to hrlatam@asurion.com and be sure you list the job title in the subject line of your email.