Senior Manager, Jewelry Services


Asurionsupports its Retail business by fulfilling claims through functional repairacross internal and external repair depots. The continued success and growth of Asurion's Retail Extended ServiceContract business relies heavily on our ability to expand and improve currentoperations. The Senior Manager ofJewelry Services ensures that the daily operation of jewelry serviceorganizations, both internal and external, executes the business plan insupport of those objectives and meets the objectives of the company. This position has direct responsibility fordelivery of all key metrics concerning Customer Experience, Quality, Cost, andDelivery within multiple fulfillment channels. This position works crossfunctionally and with clients to develop, maintain, and monitor the leading andtrailing indicators ensuring success of the operations to the businessoperational and financial goals, including all SLA performance.


  • Responsible for managing Asurion's jewelry service operations supportingclient programs
  • Selection and ratings of service centers
  • Adherence to SLA requirements (turnaround time, quality, buyout rates, cost/ severity)
  • Client and customer escalation resolution
  • Claim resolution
  • Manages the daily operations and functions of the jewelry services team
  • Monitors all aspects of our internal service centers to ensure dailyoperations are successfully completed and within SLA requirements (repair turntime, claims submission processes, client communication, etc)
  • Leads the development of new strategies to improve service centerperformance, program effectiveness, and claim processing efficiency
  • Oversees the implementation of processes to insure that our client'scustomers receive reliable, timely, consistent high quality service
  • Conducts field inspections and service center audits on a regularscheduled basis; rate service partner's ongoing performance and behaviors tobest support Asurion and its clients, customers with buyout rate, turn-time andcost of service
  • Contains and reduces cost of service through effective and innovativeapplication of service strategies, and effective rate negotiations
  • Serves as the functional expert and liaison between Accounting, IT, andour service providers to further automate claims processes
  • Resolves escalations that originate from repair centers, clients,lawyers, and our insurance partners as they present themselves
  • Develops reporting that identifies service coverage gaps; analyzesstatistical performance of service centers, balance repair volume and exposure
  • Ensures that program parameters are followed to maximize efficiency andcost effectiveness
  • Responsible for setting goals and objectives for internal and external Asurionresources to include service partners, claims processing personnel
  • Provides management supporting the efforts and initiatives of internal Asurionresources to include Accounts Payable, Sales and Marketing, Claim, and ClientImplementations
  • Oversees buyout audit process for service centers; Contact servicecenters if there are discrepancies
  • Oversees the daily operation of the international jewelry care packageprocess.
  • Audits/tracks watch service centers for usage of Asurion parts inventory
  • Additional projects as business needs demand


  • Minimum of 5 years managerial experience required in high performancejewelry production environment or demonstrated industry knowledge andproficiency
  • Jewelry repair and industry background
  • Multi-site experience preferred
  • Analytical and strong problem solving skills required
  • Demonstrated ability to manage multiple projects simultaneously
  • Established track record in the areas of quality management, customerservice, and cost efficiency
  • Customer centric orientation
  • Proficient knowledge of Microsoft Office Package (to include Outlook,Word, Excel, and PowerPoint) as well as the latest computer technology
  • Availability for travel as needed
  • Excellent communication skills (verbal and written)
  • Excellent analytical and problem solving skills required
  • Six Sigma; Black Belt a plus
  • Professional management training a plus

Personal Characteristics

  • A self-directed individual with astrong ability to manage ambiguity and who adapts readily and easily to changesin priorities and business conditions
  • An individual who is self-confident,competent, outgoing, and independent with a straight forward personality andexecutive presence
  • Entrepreneurial appreciation; talentfor leading change to achieve best results
  • Fits well in an environment thatrewards bright, self-starting, energetic, and action-orientated managers withincreasing responsibility and challenge
  • Professional and personal integritybeyond reproach
  • Comfortable working with verysensitive data and able to maintain a high degree of discretion
  • Ability to excel in working withinan open, flexible, results-oriented, performance based environment
  • Ability to work with all levels ofpeople in the company and in the client world
  • Excellent organizational andinterpersonal skills
  • Excellentwritten, oral, presentation and communication skills; able to develop andpresent issues at internal and client operational meetings
  • Comfortablepresenting to and communicating with a large audience which could includesenior leadership

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