Director - Client Program Management - Asurion - Atlanta

Job description

The Director, Client Program Management (CPM) is responsible for exceeding client expectations by delivering on client commitments and leveraging cross functional teams to achieve sales & service goals. This role serves as a key interface between the client and Asurion’s internal cross functional teams (IT, Product Ops, Legal, SCM, CARE, and Program Management). He/she will be responsible for program performance dashboards and quarterly operations presentations, communication of results to account stakeholders on a monthly and/or quarterly basis, providing program expertise to the project management and account teams in support of Asurion client products and/or projects, as well as defining client specific operating procedures and process improvement opportunities.

The primary functions of this role includes interfacing with the client, monitoring the operational functioning of programs, providing customer experience analysis across customer channels and recommendations for improvement, and guiding implementation of enterprise level projects to meet both Asurion and Client goals.

Essential Duties and Responsibilities:
Full responsibility and accountability for owning the transition of a major client acquisition; internal/external communication, program management, implementation, etc.
Interact with the client team on a consistent basis to address ad hoc questions/issues, present Asurion products & functionality, and resolve client concerns regarding the program
Act as a primary point of contact for implementation teams; providing a clear vision of client goals and assessing levels of engagement between Asurion & the client.
Leverage knowledge of Asurion’s registration, claims and fulfillment processes across all channels to anticipate and prevent issues caused by the changing nature of the program
Drive the development and implementation of Asurion products and program enhancements including items like Asurion product categories, Asurion pricing models, and enhanced fulfillment models
Act as a subject matter expert to Asurion’s internal teams on the client’s organization and goals, championing the needs of the client
Prepare and present materials to the client to increase client engagement on specific projects (Example: D&I services, Technical Support programs) or improve awareness and understanding of current product offerings
Engage internal Asurion teams to ensure that all client commitments for reporting and analysis are met on time
Lead the development and implementation of all Asurion reporting and analysis efforts for client reporting packages
Partner with the Product Operations team and other internal resources to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps
Documentation of client SOP’s: processes, data flows, file formats, and other relevant tasks
Lead issue triage and resolution cross functionally: ensure timely diagnosis of root cause and document all issues through to resolution

Desired Skills and Experience
Bachelor's Degree required; MBA preferred
Sales or logistics experience in wireless prepaid business
5+ years in client account management or related client facing operational or project management experience
Expert knowledge of Asurion systems, platforms and processes from enrollment to cancellation, and the ability to clearly articulate system functionality and capabilities as well as these processes appropriately for both internal and external teams
Breadth & Depth of knowledge to manage implementation of program changes, product enhancements and clear, accurate client reporting
Experience leveraging Asurion data appropriately and an understanding of sensitivity surrounding program metrics
Background in Analytics and Reporting with an understanding of best practices for deploying automated reporting models
Ability to build consensus cross-functionally to achieve results; strong bias for action
Understanding of the legal & regulatory framework of extended warranty products and experience leveraging Asurion’s legal and regulatory groups to manage program operations
Ability to present highly complex processes at a managerial client levels and internal operational meetings
Strong relationship management skills; proven ability to influence internal colleagues from all business functions
Solid analytical skills
Exceptional interpersonal, verbal and written skills
This position requires the ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents. This position also requires the ability to respond effectively to clients and management and handle sensitive and/or confidential communications. This position requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information
Advanced computer skills including MS Office required; proficiency in MS PowerPoint required
50% domestic travel required

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