Manager, Program Performance & Strategy

Manager, Supply Chain Partner Management                         

Location: Smyrna, TN

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 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 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 must possess strong analytical, problem solving, influencing, and people skills, as well as the ability to drive results in often ambiguous situations. 

Essential Duties and Responsibilities:

• Serve as a point of contact to intake and evaluate opportunities from client services and existing clients (when applicable).
• Support program performance by looking at and driving answers on program metrics, using dashboards, KPI’s, 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/support operational improvements needed to achieve or exceed KPI’s by gathering data, identifying trends, managing/tracking progress on key initiatives and ensure appropriate ownership is identified and monitored.
• Identify/support program enhancements to ensure we are consistently delivering 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.

Here’s what you’ll bring to the team:

• Strong business acumen, analytical ability, general curiosity, and high-level of urgency to drive results
• Self-starter with 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 telling a story to a variety of audiences.
• Proven ability to translate analysis to clear action plans to improve performance
• Strong collaboration and relationship building skills; ability to connect dots/understands how program integrates across multiple functional processes and ability to ask questions to help drive change where necessary
• Strong desire to solve problems and willingness to try new ideas in unknown situations

We take care of you (benefits/perks):

• 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.