$200K — $250K *
As technology evolves, so does the complexity of making it all work. Asurion helps more than 300 million people around the world unlock their technology’s untapped potential. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion’s 20,000 employees and counting, deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.
And that’s just what we’re doing today. We’re thinking about the future, too. Between messaging, voice calls, and in-home phone repairs, we are constantly rethinking the way we provide support. In short - we’re reimagining the way people and technology come together.
About the Role
The Director, Workforce Innovation is responsible for the development and implementation of our newest programs which empower our technicians to do a variety of job types based on the need of the business, create flexible schedules, and earn more with every opportunity. work multiple jobs at the same time. This role is a non-traditional workforce role that will help us reinvent the way we distribute work to our technicians using cutting-edge technology, as well as focus on efficiency and the development of pay models. This program is in support of our long-term vision of creating flexibility for our workforce. You will work to develop and evolve our workforce strategy with leaders to identify the appropriate allocation of resources, implement solutions that maximize the use of our personnel, meet or exceed customer expectations, and ensure that we minimize costs while meeting our service level objectives, which is one of the most strategic initiatives within Asurion.
The incumbent will bring extensive operational experience and focus on the following areas: establishing and implementing new programs into workforce management, setting controls around processes, instilling best practices, embracing cultures, goal-setting, and exemplifying key leadership traits such as integrity, drive for results and celebrating success. This work will be a force for transformation as you collaboratively implement and manage the execution of the strategy with internal stakeholders across Customer Solutions, including traditional call centers, pay-per-piece structures, gig workforce, and internal sales programs. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.
What you will do
You will work closely with Product Management and Customer Solutions operations management teams to align on priorities and plans. As part of the Workforce Management team, you will be required to work closely with the team for effective staff planning to meet service level targets across multiple channels for multiple lines of business. You will keep Operations Managers and senior leaders informed through business analytics and the design and maintenance of scorecards, dashboards, and reporting. A successful candidate will be customer focused, highly analytical, a strong communicator, and able to operate at all levels of the organization.
As a key leader in a rapidly growing business, this person will develop a high performing team and help drive the Workforce strategies across Customer Solutions. The optimal fit for this role will be a candidate wanting to dive into a challenge, develop a solution and path forward, and convince senior management that their solution is the best one. This will be a high visibility role, meaning that the optimal candidate will be comfortable driving critical business decisions in fast paced, high pressure, and often ambiguous environment. Ownership for development, design, validation and strategy of new products as they move into Workforce Management. Along with defining the features, enhancements and performance of the products and services for the frontline environment.
You would be a good fit for this role if…
Valid through: 6/23/2021