Manager, Program Performance & Strategy

Asurion; Smyrna (TN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Retirement savings plan

Paid time off

Continuing education support

Ongoing training to grow your skills

Job summary

Asurion in Smyrna, TN is seeking a Manager, Supply Chain Partner Management to lead performance for client accounts and partners across multiple lines of business, including advanced exchange replacements, same unit repairs, and same-day deliveries.

The role requires strong analytical, problem-solving, and leadership skills, with the ability to drive results in a matrixed environment and transform data into actionable plans that improve program outcomes and customer value.

Qualifications

• Strong analytical mindset and business acumen.
• Ability to influence and lead cross-functional teams.
• Proven track record translating analysis into action plans.

Responsibilities

• Serve as a point of contact to intake and evaluate opportunities from client services and existing clients.
• Support program performance by driving insights on metrics using dashboards and KPIs.
• Review customer escalations and drive root-cause analysis and solutions.
• Identify and support operational improvements to meet or exceed KPIs.
• Identify enhancements to deliver new capabilities and value to customers.
• Ensure Supply Chain functions comply with contractual commitments.
• Hold teams accountable for delivering against Customer Promise goals.
• Re-frame how Supply Chain measures performance to be closer to the customer.

Skills

Analytical thinking

Problem solving

Influencing

People leadership

Cross-functional collaboration

Storytelling

Data-driven decisions

Job description

Manager, Supply Chain Partner Management

Location: Smyrna, TN

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued. We help people do more with their technology and stay connected on all their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing

The Manager of the Partner Management team may be assigned to specific client accounts and will be responsible for supporting program performance for our customers and partners across multiple lines of business, including advanced exchange replacements, same unit repairs, and same-day deliveries. The successful candidate must possess strong analytical, problem solving, influencing, and people skills, as well as the ability to drive results in often ambiguous situations.

Essential Duties and Responsibilities

• Serve as a point of contact to intake and evaluate opportunities from client services and existing clients (when applicable).
• Support program performance by looking at and driving answers on program metrics, using dashboards, KPIs, additional data sources and frequent engagement with key stakeholders.
• Review customer escalations – drive teams to determine root cause and support solutions for systemic problems.
• Identify/support operational improvements needed to achieve or exceed KPIs by gathering data, identifying trends, managing/tracking progress on key initiatives and ensuring appropriate ownership is identified and monitored.
• Identify/support program enhancements to ensure we are consistently delivering new capabilities and value to the customer.
• Ensure Supply Chain functions are compliant with contractual and business commitments (ongoing) by performing regular in-depth program reviews.
• Hold Supply Chain teams accountable for delivering against our Customer Promise goals, using dashboards and frequent engagement.
• Re-frame how Supply Chain measures performance, bringing functions closer to the customer.

Here’s what you’ll bring to the team

• Strong business acumen, analytical ability, general curiosity, and high-level of urgency to drive results.
• Self-starter with strong desire to support and lead opportunities that drive significant customer impact.
• Ability to appropriately prioritize and support initiatives while operating in a highly matrixed environment.
• Proven experience telling a story to a variety of audiences.
• Proven ability to translate analysis into clear action plans to improve performance.
• Strong collaboration and relationship building skills; ability to connect dots/understand how program integrates across multiple functional processes and ability to ask questions to help drive change where necessary.
• Strong desire to solve problems and willingness to try new ideas in unknown situations.

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.

About Asurion

Asurion helps people protect, connect, and enjoy the latest tech – to make life a little easier. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click, or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps, or bewilderment. We think you should stay connected and get the most from the tech you love...no matter the type of tech or where you purchased it.