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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and operational management capabilities, with a focus on enhancing consumer experiences and managing service provider relationships. Proficient in developing and executing strategic business plans while ensuring compliance with quality and financial objectives.
Highest-signal resume keywords
Operations Management ExperienceLeadership SkillsProject ManagementVendor Relationship ManagementCall Center Technology Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Plan DevelopmentService Delivery MonitoringClaims AuditingPerformance AnalysisProcess Improvement
Soft Skills
Written CommunicationVerbal CommunicationCross-Functional CoordinationRelationship BuildingAdaptability
Tools & Technologies
MS Office SuiteMapping SoftwareACD TechnologyWorkforce Management ToolsQuality Management Tools
Industry Keywords
Major Appliance IndustryService Technician ManagementConsumer ExperienceService Provider NetworkEntrepreneurial Environment
About the role
Key responsibilities & impact- Ensure excellent consumer experiences for Asurion customers and clients across multiple industries and businesses
- Serve as Asurion’s primary professional representative to external service entities
- Recruit and manage a network of qualified service providers
- Plan and execute activities within the assigned region to meet client obligations, internal quality goals, and cost objectives
- Monitor customer experience, financials, service delivery, and coverage for assigned regions
- Develop, document, execute, and monitor strategic and business plans
- Visit and contact service providers to promote business relationships
- Audit claims and analyze reporting to identify improvement targets
- Compare and prioritize performance between independent service providers and OEMs
- Provide feedback and support process improvement for service providers
- Conduct tech ride-along visits with key providers
- Own regional performance and accept responsibility for metric outcomes
- Act as liaison between Asurion and assigned service providers
- Identify emerging trends and communicate feedback to Asurion leadership
- Assist with trade show and site visit recruiting activities
- Analyze results and promote providers that improve financial, service delivery, or coverage performance
- Provide ServiceBench training and support
- Assist with onboarding and ongoing training of service providers
Requirements
What you’ll need- Proven and demonstrable leadership skills
- Minimum of 5-8 years Operations Management experience required or equivalent experience
- Demonstrated excellence in written and verbal communication with internal and external customers
- Successful track record managing complex projects, vendor relationships, and cross-functional coordination
- Experience working in a fast-paced entrepreneurial environment and dealing with change and ambiguity
- Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
- Proficiency with MS Office suite and mapping software
- Ability to develop quarterly, annual, and long-term business plans
- College degree or equivalent experience required
- Experience managing and developing subcontractor relations preferred
- Major Appliance Industry / Service Technician Management Experience preferred
- Must be able to travel up to 60%; travel requirement listed as 50%
- Overnight travel required