Homeoffice Senior Director, Client Program Management na Asurion

Overview:

The Snr. Director, Client Program Management (CPM) is responsible for exceeding client expectations by delivering on client commitments, leveraging cross functional teams to drive sales, service and operational goals, influencing and motivating internal and external partners to drive engagement and sales, telling the sales and operational story, and selling Asurion’s value proposition.  This role serves as a program and product relationship manager and key interface between Asurion and multiple client headquarter and field teams.  This role is primarily responsible for supporting Asurion products and effectively managing to client commitments and well as carrier cross-sell products and services, contractual or otherwise; serving as the liaison between our Client partners and Asurion’s internal teams, interpreting client requests, and driving sales and operational resolution as efficiently and effectively as possible across the portfolio.  He/she will be responsible for the overall program performance and management of Mobility delivery services (Same Day Delivery, Replacement delivery, and Soluto sales), cross-selling of multiple products and services in all Asurion channels, driving engagement volume into Asurion from the carrier and customers, supporting Care to drive superior expert resolution and CX performance, and supporting Care to manage call volume for future opportunities that may include protected and non-protected customers. 

The primary functions of this role include: driving engagement / volume into Asurion, driving sales within all Asurion channel engagements, client relationships, quarterly client presentations, driving program enhancements and improvements, management of an internal team, providing program expertise to the client and internal program management and Care teams, executing the operational and contractual obligations / performance of the programs, influencing the outcome of program enhancements and changes, and delivering on sales targets and goals.  This person should be influential both internally and externally to drive results.  They should work independently, be self-motivated/energetic, aggressive with driving results, take ownership / accountability, have a strong sense of urgency, strong communication skills, strong relationship building skills, and be thoughtful with proposed solutions.

Essential Duties and Responsibilities:

• Responsibility and accountability for the new device delivery and replacement delivery programs
• Influence and drive engagement into Asurion channels
• Drive and support sales associated with Asurion interactions
• Partner with Care to forecast volume/ opportunities for NDES and DES that is used for staffing and sales forecasting
• Support and drive future Care opportunities for non-protected calls where cross-selling will occur
• Subject matter expert on BPO processes, including target/goal setting and reporting needs
• Push the client for enhancements that highlight Asurion programs
• Develop strong and effective working relationships with the Care and Program Mgmt teams
• Prepare presentations and other materials for the client which help sell and solidify Asurion’s value proposition
• Present a monthly volume and sales status/impact to Asurion leadership
• Interact with the client team on a consistent basis to address ad hoc questions/issues, present Asurion products & functionality, and resolve client concerns regarding the program
• Leverage knowledge of Asurion’s enrollment, IVR, claims, and fulfillment processes across all channels to anticipate and prevent issues caused by the changing nature of the program
• Drive the development and implementation of Asurion products and program enhancements with a working knowledge of Asurion pricing models and enhanced fulfillment models
• Act as a subject matter expert to Asurion’s internal teams on the client’s organization and goals, championing the needs of the client
• Own and support client projects and requests to redesign and innovate the programs
• Partner with internal product teams to drive product engagement and continuous innovation
• Lead, coach and provide direction to the Client Program Management team; ensure the right talent is in place and effectively managed to meet the account demands
• Manage client program performance expectations. Continually enhance client and subscriber satisfaction and perceptions. 
• Develop, prioritize and manage short and long-term program and client initiatives 
• Partner with internal teams to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps
• Documentation of programs: processes, flows, file formats, and other relevant client requests
• Own weekly client governance calls, the operational roadmap, and sales targets/goals while providing guidance and expertise to internal stakeholders
• Oversight of all operations and contractual KPI’s
• Manage relevant compliance / audits from the client and provide oversight internally

Qualifications

• Bachelor's Degree required
• 8-10+ years in client management, Customer Care/Call Center/BPO management, strategy consulting,  or related operations or related client facing operational or Care experience
• Must possess or have capacity to quickly develop breadth & depth of knowledge to manage operational and sales success and drive those via clear, and accurate client presentations and reporting
• Expert knowledge of Asurion systems, platforms and processes from enrollment to cancellation, and the ability to clearly articulate system functionality and capabilities as well as these processes appropriately for both internal and external teams
• Ability to build consensus cross-functionally to achieve results; strong bias for action
• Understanding of the legal & regulatory framework of insurance and extended warranty programs
• Ability to present highly complex processes at a managerial level and internal operational meetings
• Strong, proven relationship management skills
• Solid analytical skills with clear understanding of program financial levers and opportunities to drive increased value and operational efficiencies that benefit the program.
• Breadth & Depth of knowledge to manage implementation of program changes, product enhancements and clear, accurate client reporting
• Experience leveraging Asurion data appropriately and an understanding of sensitivity surrounding program metrics
• Exceptional interpersonal, verbal and written skills
• This position requires the ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents. This position also requires the ability to respond effectively to clients and management and handle sensitive and/or confidential communications. This position requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information
• Advanced computer skills including MS Office and MS Powerpoint required

• 50% domestic AND International travel required

NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.

ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.



THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.