Manager, Program Performance & Strategy

Location: Smyrna, TN

About the role

The Manager of the Partner Management team may be assigned to specific client accounts and will be responsible for supporting program performance for our customers and partners across multiple lines of business, including advanced exchange replacements, same unit repairs, and same-day deliveries. The successful candidate must possess strong analytical, problem solving, influencing, and people skills, as well as the ability to drive results in often ambiguous situations.

Responsibilities

• Serve as a point of contact to intake and evaluate opportunities from client services and existing clients (when applicable).
• Support program performance by analyzing and driving answers on program metrics, using dashboards, KPIs, additional data sources, and frequent engagement with key stakeholders.
• Review customer escalations – drive teams to determine root cause and support solutions for systemic problems.
• Identify and support operational improvements needed to achieve or exceed KPIs by gathering data, identifying trends, managing/tracking progress on key initiatives, and ensuring appropriate ownership is identified and monitored.
• Identify and support program enhancements to ensure consistent delivery of new capabilities and value to the customer.
• Ensure Supply Chain functions are compliant with contractual and business commitments (ongoing) by performing regular in-depth program reviews.
• Hold Supply Chain teams accountable for delivering against our Customer Promise goals, using dashboards and frequent engagement.
• Re-frame how Supply Chain measures performance, bringing functions closer to the customer.

Requirements

• Strong business acumen, analytical ability, general curiosity, and high-level urgency to drive results.
• Self-starter with a strong desire to support and lead opportunities that drive significant customer impact.
• Ability to appropriately prioritize and support initiatives while operating in a highly matrixed environment.
• Proven experience communicating insights to a variety of audiences.
• Proven ability to translate analysis into clear action plans to improve performance.
• Strong collaboration and relationship-building skills; ability to connect dots and understand how programs integrate across multiple functional processes.
• Ability to ask questions to help drive change where necessary.
• Strong desire to solve problems and willingness to try new ideas in unknown situations.

Benefits

• Competitive pay and benefits including health, dental, and vision.
• Retirement savings plan.
• Paid time off.
• Continuing education support.
• Ongoing training to grow your skills.

About Asurion

Asurion helps people protect, connect, and enjoy the latest tech – to make life a little easier. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click, or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps, or bewilderment. We think you should stay connected and get the most from the tech you love...no matter the type of tech or where you purchased it.