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Acting Sr Operations Manager, Customer Solutions ICP
JOB CODE
PHL5627
JOB PROFILE NAME (Title)
Acting Sr Operations Manager, Customer Solutions ICP
MANAGEMENT LEVEL
7 Manager
DISCIPLINE
REPORTS TO
FSLA CLASSIFICATION
The Acting Sr Operations Manager, Customer Solutions ICP leads day-to-day operations for an integrated customer programs team, driving service performance, efficiency, and cross-functional coordination. This role steers queue management, escalations, and continuous improvement while stabilizing processes during an interim period. The manager translates business goals into measurable operational outcomes, aligns staffing and workflows to demand, and ensures consistent customer experience. Success requires data-driven decision-making, clear communication, and disciplined execution across teams. The role partners with other functional areas including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services.
Position Overview
Acting Sr Operations Manager, Customer Solutions ICP
JOB CODE
PHL5627
JOB PROFILE NAME (Title)
Acting Sr Operations Manager, Customer Solutions ICP
MANAGEMENT LEVEL
7 Manager
DISCIPLINE
REPORTS TO
FSLA CLASSIFICATION
The Acting Sr Operations Manager, Customer Solutions ICP leads day-to-day operations for an integrated customer programs team, driving service performance, efficiency, and cross-functional coordination. This role steers queue management, escalations, and continuous improvement while stabilizing processes during an interim period. The manager translates business goals into measurable operational outcomes, aligns staffing and workflows to demand, and ensures consistent customer experience. Success requires data-driven decision-making, clear communication, and disciplined execution across teams. The role partners with other functional areas including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services.
Essential Job Skills/Duties
- Own daily operations for Customer Solutions.
- Direct queue, capacity, and SLA performance.
- Lead escalations and drive timely resolution.
- Implement continuous improvement initiatives.
- Report performance trends and insights.
- Coordinate cross-functional process alignment.
Required Technical Skills
- Advanced workforce and capacity planning.
- Operational metrics and dashboard proficiency.
- Root cause and process analysis methods.
- CRM and ticketing system expertise.
- Excel or Sheets for analytics.
- Knowledge of SLA frameworks.
Required Soft/Leadership Skills
- Clear, concise stakeholder communication.
- Decision-making under time pressure.
- Coaching and team development focus.
- Change management and alignment.
- Conflict resolution and negotiation.
Required Education & Experience
- Bachelor's degree or equivalent experience.
- 5+ years operations or support leadership.
- Experience managing metrics-driven teams.
- Proven process improvement delivery.
Preferred Education & Experience
- Graduate degree in business or operations.
- Experience in customer solutions programs.
- Scaled operations in high-growth environments.
Required Licenses/Certifications
- Lean or Six Sigma Yellow/Green preferred as equivalent.
Preferred Licenses/Certifications
- Lean Six Sigma Green or Black Belt.
- PMP or similar project credential.
- Workforce management certification.
Supervisory Responsibilities
- Leads managers, supervisors and frontline specialists.
- Oversees hiring, coaching, and performance.
TRAVEL REQUIREMENTS (bulleted)
- Travels: Regional for site support and alignment.
- % of Time: Up to 15%.
- Overnight Travel: Occasional, based on business need.
About Asurion
At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.
- Put Customers First
- Play A Team Sport
- Take Ownership
- Collaborate and Then Commit
- Reach Full Potential
Asurion helps more than 300 million people around the world unlock their technology's untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion's 16,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.
