Senior Manager Innovation and Growth

Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.

The Sr. Manager Innovation and Growth will be responsible for exploring long-term strategy and innovation for Customer Solutions, including performing cost/benefit and risk analyses and making recommendations on potential growth opportunities. He/she will be responsible for leading a team of entrepreneurial-minded professionals responsible for researching, identifying, prioritizing, and testing new operations opportunities focused on continued growth at Asurion. This includes driving new operations capabilities from idea generation, to opportunity sizing, to fit and scalability assessment, to concept testing and strategic planning. The Sr. Manager Innovation and Growth will collaborate with cross-functional partners from executives to frontline employees, and may be expected to lead a small team of Process Improvement and/or behavior design professionals to help explore new growth opportunities.

DUTIES AND RESPONSIBILITIES:

  • Brainstorm new operational capabilities, programs, and processes to further evolve the organization's operations within the customer service, technology, and consumer electronics industries
  • Oversee the new initiative pipeline that the team will prioritize and test
  • Define, test, and support the development and implementation of new operations capabilities and processes focused on the future state of the Soluto and Retail/Mobility businesses
  • Partner with diverse teams across a variety of functions including product development, client services, supply chain management (SCM), technology, finance, human resources (HR), device protection, retail, and Soluto┬« operations
  • Participate and lead growth design sessions and conduct financial analysis to ensure potential opportunities align with annual forecasts
  • Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
  • Perform continuous risk analysis on suggested changes and develop/drive required corrective measures
  • Continuously research and scan the regulatory and competitive environment in the technology and consumer electronics space to provide the business intelligence needed to build new operations capabilities
  • Lead brainstorming sessions and design sprints focused on building other repeatable processes to generate new business ideas to fill the pre-ideation pipeline, leveraging other senior leaders and their teams
  • Assess the strategic fit of new business ideas, manage the prioritization process of the pipeline, and allocate resources to concept testing initiatives
  • Develop and manage capability testing to validate hypotheses developed through benchmarks and ideation through accelerated project methodology
  • Responsible for the selection, definition, execution, and transition of tests to scalable models that support achievement of the organization's strategic goals and objectives
  • Conduct internal assessments of current organizational capabilities and set the direction around build, borrow, buy strategies to support new organizational competencies
  • Collaboratively develop and deliver presentations to senior leadership to communicate proposals, initiatives, and progress
EXPERIENCE:
  • Ability to build and maintain relationships and partner effectively across diverse internal organizations
  • Proven ability to lead & develop team of technically-minded individuals
  • Strong analytical and problem solving skills
  • Proactively identify and meet customer needs
  • Excellent communication, interpersonal and organizational skills with a hands-on management style
  • Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
  • Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
  • Experience leading strategic business transformational activities
  • Experience in supporting call-center operations
  • Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint
  • Experience in driving innovation, definition, deliverables planning (roadmap) and design of entirely new products and features to deliver against team and company goals
  • Ability to take on complex product challenges and simplify them
  • Proven analytical and quantitative skills with the ability to use hard data and metrics to back up assumptions, recommendations, and drive actions through clearly communicating data insights to others
  • Demonstrated ability to understand and discuss technical concepts, manage tradeoffs and evaluate opportunistic new ideas with internal and external partners
DESIRED QUALIFICATIONS:
  • Bachelor's Degree with relevant experience; advanced degree encouraged
  • 3-5 years' work experience in a related field such as process improvement, product management, market research, or operations
  • Project management certification (PMP), certified scrum master (CSM), and or Six Sigma certification is a plus.
  • 3-5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives

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