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SENIOR PRODUCT MANAGER-VOICE
(Ref: 4989)
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Company:
Location:
Company Industries: |
Asurion
US-Tennessee-Nashville
Insurance, Telecommunications, Other |
Job Status:
Min Experience Level:
Compensation: |
Full-Time
5-10 Years Experience
Not Specified |
| Posted: |
Wednesday, August 22, 2007 |
Job Description:
Asurion Overview
Global Headquarters: Nashville, Tennessee
North American Headquarters: Kansas City, Missouri
Privately owned by management and investors
Offers end-to-end solutions. Asurion creates it, develops it, sells it and services it. Service includes state-of-the-art customer contact centers in Evans, Colorado; Houston, Texas; Kansas City, Missouri; Nashville, Tennessee; Salina, Kansas and Moncton, New Brunswick, Canada; and one of the industry’s most advanced wireless technology repair and reverse logistics center located in Smyrna. Offices are also located in Dallas, San Mateo and Singapore.
Recognized as Ernst & Young Entrepreneur of the Year and as the Association for Corporate Growth’s Emerging Growth Company of the Year
Largest provider of wireless roadside assistance services in North America
Largest provider of wireless handset insurance programs in North America
Employees:
Over 5,000 employees company-wide
Customers/Partners:
Some of Asurion’s clients include: Alltel, AT&T, Citibank, Cricket, Disney Mobile, DoCoMo, KTF (Korea Telecom Freetel), Metro PCS, Rogers Wireless, Sprint Nextel, T-Mobile USA and Verizon Wireless
Services:
Handset and Device Protection programs provide handset insurance and warranty management to protect customers against loss, theft, damage and malfunction of their wireless devices
Roadside Assistance services cover automobile emergencies and inconveniences, including flat tires, lockouts, dead batteries and breakdowns
Customized Solutions designed to meet new industry challenges
Results:
Save more than half a billion dollars for customers annually
Repair hundreds of thousands of wireless devices annually
Serve over 60 million wireless subscribers
Corporate Timeline:
1994: Founded in Silicon Valley
1995: Acquired Road Rescue
1999: Acquired Merrimac Group
2001: Changed name to Asurion
2002: Created wireless technology repair and reverse logistics center
2003: Expanded into Asia
2006: Asurion and lock\line merge
2006: Acquired Warranty Corporation of America and Lumitrend
The Customer Care Product Sr Mgr, Voice will have responsibility for the natural voice components of the Voice Channel. This channel supports all subscriber interactions related to phone based contact. Job scope will include actions designed to improve cost, increase service levels and improve operations within the Customer Care organization. This individual will have accountability to deliver results from planning, and definition to operational implementation of projects/products related to Voice Self Service. In this role, the Sr Mgr-Voice will take accountability for customer care efforts to drive savings and improvements in the channel. This includes serving as the primary interface and driver with all impacted functional areas within the company. (e.g. Telecom, Finance, Risk, IT, Client Services, etc).
The Sr Mgr-Voice will lead cross functional teams and possibly direct reports within Customer Care based on the nature of the initiative(s). This role will be expected to manage the following:
Detailed definition of projects and work streams
Development of opportunities and ownership of Business Requirements/Process Definition for the VSS Channel
Financial and operational modeling of the impact and cost/benefit analysis/KPIs/Metrics
Interaction and integration with all other Care work groups and operations
On-going metrics and visibility of the process
Responsibilities:
Support the vision and direction for Customer Care initiatives
Determine financial and operational impact of Voice initiatives
Build a detailed understanding of all existing Asurion Voice related applications and architectures – utilize this understanding in leading reengineering activities
Engage IT and Telecom groups to understand current direction and positioning of future infrastructure and network investments as well as drive aligned objectives
Develop a detailed understanding of all applications and tools used to support VSS processes and measurements
Establish current state process documentation for all Voice components
Drive the creation of any future state processes and business requirements as appropriate per overall VSS vision and objectives
Develop detailed knowledge and understanding of key business drivers with the ability to know when activity is within and outside of control limits
Present progress reports to Care Mgmt as needed
Establish strong collaborative relationships with Client Services, Risk Management, Finance, Marketing, IT and Customer Care Operations.
Develop a functional understanding of company’s risk profile and the impact of product decisions on company’s core financial performance.
Manage implementations and client operational issues and stay abreast of all cross-functional processes and procedures
Recognition and definition of operational impacts / implications of other initiatives relative to Care and the Voice Channel
Candidate should be a highly successful professional with at least ten years of demonstrated progressive responsibility.
7+ years Operations Management or equivalent experience
BA or equivalent
Work experience in a call center environment – knowledge of industry standard call management and Voice related applications/tools
Past experience designing and implementing new technology/process solutions
Superior teamwork skills both as a leader and a team member combined with a track record of success
High degree of personal ownership/accountability of all work products
Independent decision making skills
Strong people leadership skills both in direct reporting relationship and matrixed leadership
Ability to articulate business value of work streams to those outside of Customer Care
Proven experience in operational process improvement
Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to a broad range of individuals including all key executives.
Intermediate to Advanced capabilities with Microsoft Excel, Word, and PowerPoint
Experienced in product management, development and implementation
A team player who can collaborate and build consensus within cross-functional areas.
Strength of conviction to raise issues when they require additional support and judgment to know when escalation is needed |
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