Senior Manager, FSL Operations

Job Description Summary
The Senior Manager FSL Operations is responsible for ensuring excellent consumer experience for all Asurion customers and clients across the FSL operations network. The FSL operations networks includes but is not limited to; Same Day Expert Setup, Verizon 5G installations, and New Device Expert Setup. The Senior Manager will analyze business needs and build action plans to meet those needs. The Senior Manager will be responsible for all day-to-day operations of the same day program including tracking performance, ensuring SLAs are met, verify quality, and several other KPIs for their assigned territory forward stocking locations (FSLs). The Senior Manager will fill the role of being the primary professional representative of Asurion to the external entities as well as working cross functional with several internal departments.

PURPOSE AND DESCRIPTION

Preferred Location: Central or Eastern Timezone.

The Senior Manager FSL Operations is responsible for ensuring excellent consumer experience for all Asurion customers and clients across the FSL operations network. The FSL operations networks includes but is not limited to; Same Day Expert Setup, Verizon 5G installations, and New Device Expert Setup. The Senior Manager will analyze business needs and build action plans to meet those needs. The Senior Manager will be responsible for all day-to-day operations of the same day program including tracking performance, ensuring SLAs are met, verify quality, and several other KPIs for their assigned territory forward stocking locations (FSLs). The Senior Manager will fill the role of being the primary professional representative of Asurion to the external entities as well as working cross functional with several internal departments.

ESSENTIAL FUNCTIONS

• Responsible for managing a team of FSL managers and the network of FSLs
• Keep the FSL operations departments within the SLAs and metrics
• Train and certify FSL managers on all programs
• Conduct on-site field inspections and Service Center evaluations on a regular scheduled basis.
• Ensure that our client’s customers receive reliable, timely, and consistent high quality of service.
• Engage in contract negotiations with providers
• Act as liaison between FSL operations and other Asurion departments
• Work with TLC Operations for strategic and operational planning/problem solving
• Create FSL Operations AOP budget for region and programs
• Work with product and client team on cross functional cost savings and performance initiatives
• Responsible/participating in various daily/weekly calls discussing; headcount, cost, real estate, pilots, system enhancements, edge case issues, offer rate.
• Lead FSL Operations ATOC as needed
• Handle escalations for all FSL operations
• Responsible for pricing exercises to senior leadership
• Operational relationship with Customer Solutions to as things change across the FSL network
• Senior leader relationship with Customer Solutions on metric and program roadmap

OTHER FUNCTIONS

• Other duties as assigned

MINIMUM REQUIREMENTS

Skills/knowledge:

• Exceptional analytical ability
• Strong leadership qualities, with the ability to develop and execute a program quickly
• Requires ability to travel
• Ability to handle multiple tasks and react quickly to the changing face of the service industry
• Ability to work with internal and external parties
• Microsoft Office skills including Word, PowerPoint, Excel

Experience/education:

• Business or related College degree
• 5 years minimum experience in service management, or technical experience
• Previous department/team management

Physical demands: While performing the duties of this job, the employee may spend 4-8 hours per day sitting and working at a computer. May require the need to lift and move boxes of inventory and equipment up to 20 lbs. Ability to receive detailed information through oral communication utilizing a headset.

Work at Home locations (if applicable): Required that employees work in a distraction-free workplace and is ergonomically set to meet the company’s standards.

Preferred Location: Central or Eastern Timezone.

Travel: On site visits will be required to FSL locations on a scheduled basis and unscheduled in emergency situations. 15-20%