Director, Client Program Management

Location: Sterling, VA

Overview:

The Director, Client Program Management (CPM) is responsible for establishingthe operational execution plan for any identified strategies for his/herportfolio of accounts. The CPM function is responsible for exceeding clientexpectations by delivering on client commitments and leveraging crossfunctional teams to achieve sales, service and strategic goals. This roleserves as a key interface between the client and Asurion's internal crossfunctional teams (IT, Product Ops, Legal, SCM, CARE, and Program Management).He/she will be responsible for program performance dashboards and quarterlyoperations presentations, communication of results to account stakeholders on amonthly and/or quarterly basis, providing program expertise to the projectmanagement and account teams in support of Asurion client products and/orprojects, as well as defining client specific operating procedures and processimprovement opportunities. Additionally, team development and fostering careerpaths of team members will be a core responsibility of this role, to include afocus on coaching and development as it relates to client communication,presence and interaction.

The primary functions of this role includes interfacing with theclient, monitoring the operational functioning of programs, providing customerexperience analysis across customer channels and recommendations forimprovement, guiding implementation of enterprise level projects to meet both Asurionand Client goals and providing regular coaching and feedback to team of directreports.

Essential Duties andResponsibilities:

  • Act as primary operational point ofcontact for the Client and the Client Services Team to drive business results,sell in Asurion operational strategies for enterprise initiatives(product andfunctionality) and resolve clientconcerns regarding the program
  • BalanceClient priorities/needs with Asurion functional groups' ability to deliver inorder to drive the best outcome for both our Client and Asurion, ensuring focuson achievable ROI as well as clear operational risk/reward analysis for accountleads
  • Accountabilityfor all contractual obligations within account portfolio, includingmetrics/KPIs, NPS/CSAT, and Reporting to ensure all client commitments are meton time with no defects
  • Partnerwith internal Asurion teams to ensure quality and delivery of all Client KPIsand contractual obligations as well as to identify creative andresponsible solutions when client account needs cannot be met within existingprocesses or products
  • Developand maintain mutually-beneficial relationships with internal Asurion partnersas well as with external client contacts to drive operational excellence
  • Act as a primary point of contact for implementationteams; providing a clear vision of client goals and assessing levels ofengagement between Asurion & the client
  • Leverage knowledge of Asurion's registration,claims and fulfillment processes across all channels to anticipate and preventissues caused by the changing nature of the program
  • Lead the development and implementation ofAsurion products and program enhancements including items like Asurion productcategories, Asurion pricing models, and enhanced fulfillment models
  • Act as a subject matter expert to Asurion'sinternal teams on the client's organization and goals, championing the needs ofthe client
  • Develop and recommend narrative to positionAsurion as partner of choice for long term growth
  • Engage internal teams to ensure that all client commitmentsfor reporting and analysis are met on time while also gathering feedback toenable identification of emerging themes contributing to significant businessimpact
  • Lead the development and implementation of allAsurion reporting and analysis efforts for client reporting packages
  • Partner with the Product Performance team andother internal resources to quickly perform root cause analyses on clientescalations and provide the client with appropriate information and resolutionsteps
  • Documentation of client SOP's: processes, dataflows, file formats, and other relevant tasks
  • Lead issue triage and resolution crossfunctionally: ensure timely diagnosis of root cause and document all issuesthrough to resolution
  • Managementof team of CPMs supporting specific portfolio of accounts
  • Application of comparative analysis acrossclients within your portfolio; providing recommendations to individual CPMclient owners as well as generating awareness for other portfolio owners
  • Creation of individual development plansin collaboration with team of direct reports to aide in their continued growthand development within Asurion

Qualifications

  • Bachelor's Degree required; MBA preferred
  • Sales or logistics experience in retail,insurance, or wireless business
  • 7 years in client account management or relatedclient facing operational or project management experience
  • Expert knowledge of Asurion systems, platformsand processes from enrollment to cancellation, and the ability to clearlyarticulate system functionality and capabilities as well as these processesappropriately for both internal and external teams
  • Breadth & Depth of knowledge to manageimplementation of program changes, product enhancements and clear, accurateclient reporting
  • Experience leveraging Asurion data appropriatelyand an understanding of sensitivity surrounding program metrics; solidanalytical skills
  • Ability to build consensus cross-functionally toachieve results; strong bias for action
  • Understanding of the legal & regulatoryframework of extended warranty products and experience leveraging Asurion'slegal and regulatory groups to manage program operations
  • Ability to present highly complex processes toclient and senior leaders
  • Strong relationship management skills; provenability to influence colleagues across business functions
  • Exceptional interpersonal, verbal and writtenskills
  • This position requires the ability to read,write, analyze and interpret complex instructions, correspondence, legaldocuments, financial reports and/or technical documents. This position alsorequires the ability to respond effectively to clients and management andhandle sensitive and/or confidential communications. This position requires ahigh level of skill in both oral and written communication and the ability toeffectively present ideas and information
  • Advanced computer skills including MS Officerequired; proficiency in MS PowerPoint required
  • 30% domestic travel required

AboutAsurion:

For two decades, Asurion has led the technology protection industryaround the globe. The Company provides premier support solutions to enableoptimum use of technology; digital applications to protect their privacy andprovide security; and rapid replacement of lost, stolen, damaged ormalfunctioning devices. Asurion partners with the leading wireless companies,retailers and service providers enabling them to focus on their businesses andto provide services that delight their customers. Asurion's 14,000 employeesworldwide specialize in fulfilling the needs of more than 280 million consumers.For more information about Asurion, including customer service ratings andreviews that help drive continuous improvement, please visit www.asurion.com. EOE


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