OVERVIEW:
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 Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set. He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.
DUTIES AND RESPONSIBILITIES:
•\tBuild relationships with key stakeholders within the Expert Performance and Operations teams
•\tCollaboratively architect and implement tactical plan of action, tools, and trainings focused on Expert sales and customer retention
•\tLead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation
•\tPartner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organization
•\tAssist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy
•\tWork with Operations leaders to implement and evaluate sales initiatives; independently make real-time decisions to adjust or correct strategies or expectations as needed
•\tPartner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
•\tMaintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
•\tProvide insight to and support incentive plan communications as needed
•\tDemonstrate functional understanding of company’s core financial performance
•\tResponsible for meeting and exceeding timing, goals, and objectives on assignments
•\tDevelops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress
EXPERIENCE:
•\tAbility to build and maintain relationships and partner effectively across diverse internal organizations
•\tProven ability to lead & develop team of technically-minded individuals
•\tStrong analytical and problem-solving skills
•\tProactively identify and meet customer needs
•\tExcellent communication, interpersonal and organizational skills with a hands-on management style
•\tAbility to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
•\tStrong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
•\tExperience leading strategic business transformational activities
•\tExperience in supporting call-center operations
•\tExperience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint

DESIRED QUALIFICATIONS:
•\tBachelor's Degree with relevant experience; advances degree encouraged
•\t3-5 years’ work experience in a related field such as sales or operations
•\tBlack Belt certification encouraged
•\t3-5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives

Sales Enablement Manager  

Location: Nuvali – Sta. Rosa, Laguna 

OVERVIEW:

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 Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set.  He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators.  They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.

DUTIES AND RESPONSIBILITIES:

Build relationships with key stakeholders within the Expert Performance and Operations teamsCollaboratively architect and implement tactical plan of action, tools, and trainings focused on Expert sales and customer retentionLead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementationPartner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organizationAssist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deployWork with Operations leaders to implement and evaluate sales initiatives; independently make real-time decisions to adjust or correct strategies or expectations as neededPartner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI developmentMaintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependenciesProvide insight to and support incentive plan communications as neededDemonstrate functional understanding of company’s core financial performanceResponsible for meeting and exceeding timing, goals, and objectives on assignmentsDevelops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress

EXPERIENCE:

Ability to build and maintain relationships and partner effectively across diverse internal organizationsProven ability to lead & develop team of technically-minded individualsStrong analytical and problem-solving skillsProactively identify and meet customer needsExcellent communication, interpersonal and organizational skills with a hands-on management styleAbility to take detailed technical observations and roll-up to a strategic vision around which other teams can organizeStrong ability to present both strategy and performance of execution to executive leadership team on a weekly basisExperience leading strategic business transformational activitiesExperience in supporting call-center operationsExperience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPointInternals must be in their current role for a minimum of 6 months, have no corrective action with a performance rating of strong or above.  Internals must currently be in a leadership role.

DESIRED QUALIFICATIONS:

Bachelor's Degree with relevant experience; advances degree encouraged3-5 years’ work experience in a related field such as sales or operationsBlack Belt certification encouraged3-5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives