Robert Thomas started at Asurion as a frontline associate. Today, he is a Senior Manager leading operations for Asurion’s in-store repair business.

Along the way, his career moved across multiple teams and disciplines, giving him a broad view of how the business works and how people grow within it. "I've come full circle," Robert says. "My current role brings together everything I've learned across operations, coaching, quality and insights, and leadership development."

It's a career journey that reflects how Asurion supports growth: employees are encouraged to build transferable skills, explore new roles, and take ownership of their development.

A path shaped by people, data, and impact

After building a foundation in customer experience as a frontline associate, Robert made his first intentional move into coaching. "I wanted to have a more direct impact on people's development and performance, not just outcomes," he explains. He moved through roles as a coach, coaching consultant, and coaching manager, focusing on building capability and consistency across teams.

But Robert wanted to understand not just how to coach, but why teams succeed or struggle. His next move took him into a Senior Manager role in Quality & Insights, where he used data and trends to drive improvement. "It wasn't just about coaching anymore. It was about using insights to elevate the coaching experience," he says.

From there, he expanded into Senior Manager of Leadership & Development, leveraging talent strategies to drive outcomes for both the business and its people. Then came the pivot that surprised people: Robert returned to operations.

"My return was intentional," he says. "I wanted to bring together everything I learned about people, performance, coaching, and insights and apply it where it matters most—day to day, leading teams and driving results."

Today, as Senior Manager of uBreakiFix Operations, Robert leads operational performance and strategy for Asurion's in-store repair business. He partners with field leadership and cross-functional teams to deliver exceptional customer experiences while developing high-performing teams. "I enjoy the ability to be boots on the ground when I need to be," he says. "The opportunity to meet and support the heart of the function makes the difference."

Robert credits his growth to leaders who gave him direct, honest feedback, along with Asurion’s investment in leadership development through programs like Masters, Everyday Leadership, and the Senior Manager Forum. But the real transformation came from a mindset shift. "I've learned that impact isn't just about results—it's about developing people, building inclusive spaces, and being willing to step into roles that stretch you," he says.

One of the most meaningful parts of his journey has been serving in Asurion's PRIDE Employee Resource Group. "It's given me the opportunity to help create spaces where people feel safe, seen, and valued," he says. "Leading within PRIDE has strengthened my leadership skills, deepened my empathy, and reinforced my belief that belonging isn't just the right thing to do—it's essential to building strong teams."

His experience reflects Asurion’s broader commitment to inclusion, belonging, and creating environments where people can do their best work.

What keeps him here—and his advice for others

When asked to describe Asurion's culture, Robert keeps it simple: "Culture of good people." He elaborates: "The company is huge but small at the same time. We really do try our best to work well together. So many of us consider one another a friend."

That's what keeps him at Asurion. "I stay because of the people. Asurion has mastered the art of hiring amazing people who are talented and dedicated to making this a great place to work."

His advice to anyone considering a career move? "Stay curious and be intentional about your growth. Have open conversations with your leader about where you want to go. Ask for feedback. Be clear about the skills you want to build."

Some of his biggest job transitions came from raising his hand for stretch opportunities and being willing to step into roles that felt uncomfortable at first. "Invest in relationships. Learn from mentors, peers, and cross-functional partners who can help you see possibilities you may not have considered."

His career reflects what Asurion aims to offer employees: room to grow, support to explore new paths, and opportunities to build a meaningful, long-term career. "Learn what you're passionate about in that season and do that. Your skills are transferable," Robert says. "And if you're committed to learning, delivering results, and developing people, there are real opportunities to pivot and grow in meaningful ways."