National ServiceOperations Manager
Location:Smyrna, TN (1850 Midway Lane, Smyrna, TN 37167)
The National Service OperationsManager (NSOM) is responsiblefor ensuring excellent consumer experience for all Asurion customers andclients across multiple industries and businesses. The NSOM endeavors tosupport the Asurion retail sales organization and provide after-sales technicalrepair support for consumers of Asurion service. Working as a dedicated analystand reporting specialist, the NSOM will be continuously analyzing businessneeds and building action plans to meet those needs as well as assisting thefield service management team identify area of opportunities for improvement.Building reporting tools, communicating / presenting results, and being thecatalyst for performance managing service contractors are the keyresponsibility of this position. While assisting FSM in managing all serviceactivity within the territory the Service Operations Manager will seek outopportunities to minimize overall cost to serve by planning and executingactivities within the assigned region along with ensuring each provider is fully compliant in order tosupport client contractual obligations and well as to mitigate legal and riskconcerns.
Duties / Responsibilities:
Optimizing service results in cost and customerservice and assisting field service managers in enhancing the service network thatsupports in home service events across all product categories and industries.(Asurion warranty contracts, OEM warranty coverage, and out of warranty)
Working directly with the retail service leadership, provide data driven updates, reporting tools and assemble material for communicating throughout the organization.
Drive innovation and thought leadership on all things related to the business.
Provide assistance in resolving service provider incident and consumer service issues.
Assist in negotiating service call rates with new and existing service providers
Develop servicer improvement/growth plan
Ensure that our providers adhere to processesthat meet client's Service Level Agreements.
Identify training needs and develop and administer trainingmaterial
Seek out & aggressively pursue areas of opportunity forimprovement in customer service & cost containment. Demonstrates a relentless pursuit to excel beyond past success
Act as the business and subject matter expert withall procedures that involve the service process.
Communicate to a large audience complex and detailed informationthat fosters comprehension.
Perform service center audits that wouldinclude compliance, claim validity, use of status & sub status, tech in& tech out, and valid product/brand/zip/availability coverage.
Travel 20% to meet with region managers as wellas travel to meetings and other activities.
Attend major trade shows as needed (CES, NESDA,USE, PSA, NARDA, SAG, PSOCA, etc.) to promote/support current business needs,new programs and ensure that Asurion remains in the forefront of the serviceindustry.
Develops and maintains strong internal/externalcustomer/client relationships by identifying their needs and excelling atcreating value in meeting those needs.
All other duties as assigned.
5 years minimum experience in service industryor similar role
Strong team orientation and team contributor. Createconditions that foster partnerships and mutual support
Strong analytical ability, must be able to seeopportunities within data and reporting and comfortable questioning andchallenging information and other team members in a professional manner.
Must be located in Smyrna, TN
Ability to manage multiple tasks in a fastpaced environment
Self-motivated, self-managed, & driven;ability to work effectively when unsupervised
Demonstrate profound sense of ownership; acceptsresponsibility for performance outcomes and results.
Strong in organizational and time managementskills.
Microsoft Office skills including, Power Point,Word, Excel, Mapping software
Strong oral and written communication skillswith both large and small audiences
Business or related College degree preferred