Director, In Home Operations
For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.
We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.
What you will be doing:
The Director of In-Home Operations is responsible for overseeing the day-to-day functions of the In-Home team while providing direction, support, and career development to the leadership group. This role drives operational excellence by creating and enhancing processes that improve customer satisfaction, foster a sales-focused culture to strengthen performance, and increase overall productivity. The Director ensures continuous improvement in the performance of Managers, Supervisors, and Technicians.
This leader partners cross-functionally with Human Resources, Talent Acquisition, Training & Delivery, Workforce, Rewards & Recognition, external clients, and other key stakeholders to deliver exceptional results. Most importantly, the Director builds and sustains a culture that engages team members, empowers Technicians to reach their full potential, delights customers, and delivers outstanding outcomes for the business.
Essential Duties and Responsibilities:
Assist Senior Director with strategic planning as it pertains to In Home Operations
Analyze operational data and formulate plans based on results
Provide exceptional customer service to all internal customers of Asurion
Drive sales, operational, and customer service metrics by communicating expectations, motivating, and holding all leaders accountable for the performance and behaviors of the entire team
Drive and motivate the team to master sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge
Use data to identify trends and insights, root cause, anticipate challenges, and develop team-wide action plans that drive sales and operational performance consistent with Asurion’s Core Values
Collaborate with other functional areas including Human Resources, Training, Workforce, Marketing, and Finance/Payroll
Uphold and enhance a culture of values, trust, and career development
Provide guidance, direction, support, and career development to In Home leadership team in a manner consistent with Asurion's Core Values and business targets
Train, motivate, and support direct reports on the essential skills needed to succeed at their job
Appropriately prioritize team goals and team member goals to effectively achieve business targets
Communicate frequently and openly to motivate team to achieve goals
Guide frequent change well and improve change management processes by regularly seeking input from team members impacted
Continually seek opportunities to improve operations: including people, processes, and technologies
Ensure that team member, client, and customer expectations are met and exceeded
Maintain an excellent working knowledge of the entire Customer Solutions operation, as well as developing department projects
Develop and maintain meaningful working relationships across Customer Solutions
Update and continuously develop knowledge of products processes, and industry trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance
Manage In Home Operations budget and understand the impact of decisions and actions based on the overall company financial performance
Establish a deep leadership presence within Emerging Operations and Customer Solutions
Here’s what you’ll bring to the team:
Bachelor’s degree desired
5+ years leadership experience desired, with at least 3 years of management experience above and beyond first line supervisory experience
Experience recruiting and training personnel in a remote environment
Experience in launching/scaling new projects or lines of business
Experience managing leadership and hourly teams in a remote environment
Experience supporting teams with sales responsibilities
Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
Demonstrated ability to inspire, motivate and impact others to achieve
Excellent written and verbal communication skills
Excellent interpersonal skills and ability to develop and maintain positive working relationships
Results-driven, action-oriented, and self-motivated
Demonstrated ability to thrive in a dynamic, entrepreneurial environment
Excellent change leadership skills—particularly in times of competing priorities and ambiguity
Experience with call center technology, including ACD, workforce management agent productivity instruments, and quality management instruments.
Proficiency using MS Office
We take care of you (benefits/perks):
Competitive pay and benefits including health, dental, and vision
Retirement savings plan