Director, Quality Customer Solutions

Asurion Corporation Nashville , TN 37201

Posted 2 weeks ago

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 primary purpose of the Director Quality role is to own the strategic, analytical, and change management functions in the development and implementation of customer service and quality throughout the organization. The position works with other directors and senior leadership to keep teams accountable for performance standards, resources, and processes. This includes responsibility for delivering high quality training and resources focused on Quality initiatives and standards through the leadership of the Quality team. The incumbent will be trusted with the quality assurance initiatives within the organization that directly impact front-line operations, delivery on client contractual obligations, and critical organizational metrics. The Customer Solutions Quality team will look to this person for thought leadership in the strategy and performance excellence of the Quality team.

DUTIES & RESPONSIBILITIES:

  • Develop and maintain a multi-million dollar budget for Quality, ensuring budgets and staffing meets corporate requirements

  • Build vision for long-term planning and ability to deliver and exceed Quality AOP goals

  • Partner with senior Customer Solutions leaders and their teams to develop Quality strategies and client-specific content that aligns with account needs

  • Develop the strategy for the establishment of departmental deliverable standards for all Quality support solution types including reference materials, instructor-led learning solutions, manuals, guides, and other course materials

  • Assess the current state of Quality content across Asurion's businesses and drive improvements, creativity, and innovation in the way Quality initiatives and programs are delivered

  • Work effectively across department lines and all levels of management and maintain a proactive dialogue with business unit leadership for the purpose of anticipating Quality needs

  • Develop a succession plan for key personnel and build a strong talent pool to ensure long-term company viability and strength

  • Assist Senior Executives in yearly operating planning and budgeting

  • Provide thought leadership around best practices and innovative solutions in the area of Quality

  • Work effectively across department lines and all levels of management and maintain a proactive dialogue with business unit leadership for the purpose of anticipating Quality needs

  • Provide ad-hoc facilitation, strategy sessions, & performance planning services to senior executives focused on the strategic future of the Quality organization

  • Analyze business challenges in the Quality function and recommend solutions to senior executives

  • Lead a virtual team of Quality Sr. Managers, Managers, and professional and staff-level employees spanning multiple domestic, and potentially international, geographies

  • Develop, implement and drive strategic initiatives across the enterprise in support of Quality initiatives

EXPERIENCE:

  • Knowledge of business and management principles involved in strategic planning, resource allocation and coordination, human resources modeling, leadership technique and production methods

  • Knowledge of principles and methods for curriculum development and training design, facilitation and measuring effectiveness

  • Knowledge of principles and processes for providing customer and personal services

  • Ability to lead in a global, matrix environment

  • Inductive reasoning including the ability to combine pieces of information to form general rules or conclusions

  • Able to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem

  • Capability to respond effectively to clients, employees and management; ability to handle sensitive and/or confidential communications

  • High level of skill in both oral and written communication and the ability to effectively present ideas and information to all levels of the organization

DESIRED QUALIFICATIONS:

  • Bachelor's Degree with relevant experience Master's degree highly preferred
  • 5 years' experience with administrative duties including submitting IT tickets and managing data
  • 5 years people leadership required
  • 5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives

#LI-SM1


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Director, Quality Customer Solutions

Asurion Corporation