As technology evolves, so does the complexity of making it all work. Asurion helps more than 300 million people around the world unlock their technology's untapped potential. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion's 19,000 employees and counting, deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.
And that's just what we're doing today. We're thinking about the future, too. Between messaging, voice calls, and in-home phone repairs, we are constantly rethinking the way we provide support. In short - we're reimagining the way people and technology come together.
About the Role
The Manager of Performance Programs will have the responsibility to support our pay and incentive programs activities across all lines of business for Customer Solutions. This manager is data driven that can help gather insights from large sets of data and make recommendations based on those insights. They will be responsible for analysis of key performance indicators and ensure that incentives for these indicators are appropriately set. They will be responsible for understanding the Expert-level behaviors behind the indicators and ensure that the performance program is reinforcing desired behaviors. They will be responsible for working with the Finance and Operations teams to ensure results are properly measured and reported. They will be expected to build strong personal relationships to foster an environment of partnership and collaboration among stakeholders. They will be a key contributor in changing the business environment and long-term financial strategy to drive organizational results. They will be expected to provide frequent communication on their analysis and recommendations to the Customer Solutions Leadership team and other stakeholders.
What You'll Do
Track key performance indicators and understand root-cause drivers of changes, as well as suggest potential approaches to improve performance consistently across the organization
Partner with Operations, Finance, HR, and Support teams to manage performance programs across the Customer Solutions organization
Participate and lead design sessions and conduct financial analysis to ensure plan aligns with annual forecasts
Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
Perform continuous risk analysis on suggested plan changes and develop/drive required corrective measures
Track and periodically report to leaders on incentive plan performance and cost analysis against annual plans
Provide insight to and support communications as needed
Establishes strong collaborative relationships with both internal and external Customer Solutions partners
Demonstrate functional understanding of the company's core financial performance
Responsible for meeting and exceeding timing, goals, and objectives on assignments
Develops and delivers presentations to communicate proposals, initiatives, and progress
Other duties as requested by management
What You'll Need
Excellent data analysis skills including the ability to derive meaningful insights, and convey those insights to others
The desire to think strategically and solve complex problems in ambiguous situations
Excellent collaboration and cross-functional partnership skills
Ability to influence internal colleagues from all business functions
Demonstrated aptitude towards high standards for quality and performance
Excellent communication, interpersonal, and organizational skills with a hands-on management style
To be an entrepreneurial self-starter - you naturally take ownership, look for opportunities, and do what you need to do in order to drive results.
Bachelor's Degree with 3 to 5 years work experience in a related field - Workforce Mgmt., Product Mgmt., Finance, Process Improvement, or Operations.
Experience in statistical modeling of complex business processes
Experience in SQL code writing
Experience using Microsoft Office Suite products such as Excel, Access, Visio and Power Point
Experience using statistical software a plus (JMP)
Six Sigma certification a plus
About the Team
The Performance Programs Team is full of talented and collaborative coworkers who will both push and support you. This is a unique opportunity to help rethink the way we pay and incentivize employees on a high-impact team in an exciting and ever-changing environment.
CUS25591 | Nashville | Tennessee | US | 2019/10/14
Employment Type: Full-Time
Position Location: Nashville, Tennessee
Apply For This Job: Manager, Performance Programs