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Director, In-Home Field Service Operations

  • North Carolina Virtual
  • R-97580
  • Operations Management
  • Full Time
  • Added

The Director, In-Home Field Service Operations – Connected Living is responsible for the management of the In-Home Field Service Network of more than 2,000 Independent Service Providers supporting the U.S. In-Home Service Delivery model.  This position is expected to define the U.S. Service Provider Network strategy as well as recruitment, management and network optimization supporting a portfolio of in-home services across multiple product lines and business units nationwide.  This position will ensure national service coverage while delivering KPI’s consistent with successful service delivery to include Cost per Claim, Turn-around-Time, First Time Response, Rework, CSAT, etc. Finally, this position will be responsible for developing Service Network solutions for emerging products and regions as necessary.  This role will report to the AVP, In-Home Service Solutions.

What will be my duties and responsibilities in this job?

  • Direct team of 10 individual contributors responsible for service delivery outcomes consistent with Customer Experience, Client, Financial and Quality expectations.
  • Define and implement and optimize national Service Network strategy.
  • Proactive management and successful resolution of customer/client/AIZ Service Provider escalations in a timely manner.
  • Partner with the Account Management team to gain understanding of client needs and drive alignment regarding Service Delivery solutions for clients and end users. Work across departments in support of seamless operation to develop common requirements and business processes to leverage key suppliers and overall supplier portfolio.
  • Respond to RFP/RFQ, on-board new programs/clients and perform other duties as assigned and contribute to the success of Assurant Solutions.

What are the requirements needed for this position?

•      A minimum of 10 years senior operations, supply chain and service delivery management experience

•      7-10+ years of experience leading national customer facing sales, service, and operations solutions

•      Substantial knowledge and experience with logistics, supply chain including retail sales, service operations, RFP/RFQs, evaluation of bids, supplier evaluation, negotiation, selection and contracts

•      Demonstrated success in a service operations leadership role in with both wireless and in-home industry experience

•      Demonstrated ability to manage the P&L of a multi-million dollar business

•      Proven ability to build and manage team of inspired individuals

•      Advanced problem-solving skills

•      Proven ability to manage within a rapidly changing, high intensity business environment

•      Proven effective communications skills leveraged internally and with external clients

•      Proven ability to develop and communicate complex concepts

•      Excellent analytical skills

•      Demonstrated project development and completion skills

•      Demonstrated strategic planning and financial projection skills

•      Ability to work independently and in a team environment

•      Bachelor’s degree in Business, Finance, Logistics or related field

•      MBA Preferred

•      Rapid Change, high intensity environment

•      Travel up to 25%

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Helping People Thrive in a Connected World
We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

Our Culture Defined
Our unique culture is a big reason why talented people choose Assurant and why they tend to stay. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We believe that staying on top doesn’t mean sacrificing our values. We believe clarity of vision and a sense of purpose will carry us forward. And we take charge of our own success. We call it The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other characteristic protected by federal, state or local law in employment decisions.

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