Director, Process Innovation

Location: Nashville, TN

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.

What you will be doing:

The primary function of the Director Process Innovation role is to own all strategic, analytical, and process improvement functions for our In-Home channel of the business, this channel is directly to consumer homes in the field. He/she will work closely with the other directors and senior leadership to keep teams accountable for any changes in processes including resource delivery, customer interactions, education and training, and technology and programs. This position oversees a team of Process Improvement Managers charged with analyzing and measuring effectiveness of existing business processes while developing sustainable, repeatable, and quantifiable business improvements.

Essential Duties and Responsibilities:

• Lead a team of Process Improvement managers and professionals to deliver on business process improvement opportunities.
• Establish strategic vision of Process Improvement initiatives across Customer Solutions, including the integration of Lean/6Sigma (ION) initiatives and the Everyday Leadership program.
• Establish strong collaborative relationships with both internal and external Customer Solutions partners to ensure long-term sustainability of initiatives through technology development, analytical controls, and data science.
• Maintain up-to-date knowledge of all initiatives within Customer Solutions and their financial performance.
• Develop and delivers presentations to communicate strategy, initiatives, and progress to Executive Leadership Team
• Support tactical work of Process Improvement in assigned customer channel including cost/benefit estimates, process adaption, and data analytics for decision-making.
• Identifies and/or directs process improvement opportunities, providing preliminary financial sizing for resource prioritization and managing work intake/assignment as business needs dictate.
• Reflects functional understanding of the company’s core financial performance and individual nuance of assigned customer channel.
• Encourage the usage of new technologies/strategies that help drive team-member engagement, more efficient execution of team’s work and ultimately material business results.
• Responsible for meeting and exceeding timing, goals, and objectives on assignments
• Develop a succession plan for key personnel and build a strong talent pool to ensure long-term company viability and strength.
• Assist Senior Executives in yearly operating planning and budgeting; act as a key contributor and thought leader in developing annual operating plan (AOP)
• Work effectively across department lines and all levels of management and maintain a proactive dialogue with business unit leadership for the purpose of anticipating process opportunities and needs.

Here’s what you’ll bring to the team:

• 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; ability to develop in their direct reports.
• 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, in-home service or retail operations.
• Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint
• Bachelor's Degree with relevant experience; master’s degree highly preferred
• 5 Lean/6Sigma relevant experience; Black-Belt certification preferred.
• 7-10 years’ work experience in a related field such as product management, project management, or operations
• 5 years’ experience in database querying and statistical software
• 5 years people leadership required.
• 5 years collaborating and presenting to Executive-level leaders.

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.