Director, Technology Process Innovation

Director, Technology 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 Technology team focused on any customer facing solutions from processing claims to technical support. The primary function of the Director Process Innovation role is to own all strategic, analytical, and process improvement functions for all internal customer-facing facets throughout Technology. He/she will work closely with the other Directors, as well as senior leadership, to keep teams accountable to any changes in processes including resource delivery, customer interactions, education and training, and technology and programs. As a key member of our team, you will be responsible for driving process improvement initiatives and fostering innovation throughout Asurion. The ideal candidate will have a strong background in consulting and a proven track record of implementing transformative processes within complex environments. This position oversees a team of professional employees who act as "internal consultants" charged with analyzing and measuring effectiveness of existing business process while developing sustainable, repeatable, and quantifiable business improvements.

Essential duties and responsibilities:

• Develop and execute a comprehensive process innovation strategy for the Technology department, aligning it with the overall business objectives and goals.
• Collaborate with cross-functional teams to identify areas for process improvement and innovation, leveraging your consulting experience to gather insights and provide recommendations.
• Lead the design and implementation of new processes, methodologies, and tools to streamline operations, increase efficiency, and drive continuous improvement.
• Assess the current technology landscape, identifying opportunities for automation, optimization, and digital transformation.
• Conduct in-depth analysis of existing processes and workflows, identifying bottlenecks, inefficiencies, and areas for enhancement.
• Manage and prioritize multiple process improvement projects simultaneously, ensuring effective resource allocation and timely delivery of outcomes.
• Act as a change agent, working closely with stakeholders to drive adoption of new processes, tools, and technologies.
• Provide guidance and support to project teams throughout the process improvement lifecycle, ensuring adherence to project milestones and deliverables.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness and impact of process innovation initiatives.
• Stay up to date with emerging technologies, industry best practices, and trends related to process improvement and digital transformation.

EXPERIENCE:

• Proven experience in building and leading a team of internal consultants focused on process improvement and innovation.
• Demonstrated ability to recruit, develop, and mentor direct and indirect reports, fostering a culture of continuous learning and professional growth.
• Strong leadership skills with the ability to inspire and motivate team members to achieve exceptional results.
• Track record of successfully managing a team's performance, setting goals, and providing ongoing feedback and support.
• Experience in resource allocation and capacity planning to ensure optimal utilization of the consulting team's skills and expertise.
• Ability to collaborate and coordinate with other department leaders to align the efforts of the internal consulting team with broader organizational goals and initiatives.
• 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 using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint

Here's what you'll bring to the team:

• Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business Administration) is required. Advanced degree (MBA, MS) is preferred.
• Proven experience in process improvement and innovation roles, preferably within a consulting environment.
• Strong understanding of technology trends, methodologies, and frameworks, with a focus on digital transformation and automation.
• Demonstrated ability to drive change and influence stakeholders at various levels of the organization.
• Strong, proven ability to influence peers and leaders without authority
• Excellent project management skills, with the ability to manage multiple projects and priorities simultaneously.
• Analytical mindset with a data-driven approach to problem-solving and decision-making.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and senior executives.
• Experience in leading process improvement initiatives using Lean Six Sigma, Agile, or other relevant methodologies.
• Familiarity with enterprise software and systems, such as ERP, CRM, or workflow management tools.
• Proactive and self-motivated, with a passion for innovation and driving organizational growth.