The Manager, Process Innovation will be a member of PI Black-belt team supporting initiatives across all lines of business for Customer Solutions. Responsible for leading multiple Black-belt projects using Lean/Six Sigma strategies to meet all Operational and AOP requirements. Build meaningful personal relationships within the assigned core team members to foster environment of partnership and collaboration. Provide leadership in the planning, development, deployment and continuous improvement of Customer Solutions processes. Development of necessary metrics/controls to ensure that opportunities are properly solutioned and process changes are fully adopted/sustained. Responsible to ensure all developed processes meet the goals of the Customer Solutions Operation teams and all supporting organizations. Provide frequent communication on the performance of key processes and initiatives to Customer Solutions Leadership team.
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 of 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 key focus of the Process Innovation team is the creation and execution of an annual operating plan to drive significant value growth in any of our core business areas. This role will work cross-functionally to identify, execute, track, and deliver financial value to the business.
The ideal candidate will have strong business acumen, knowledge of process improvement tools (i.e. Six Sigma DMAIC, Lean, etc.), the ability to translate business initiatives into financial impact, intellectual curiosity, and critical thinking proficiency. The candidate must be able to balance the demands of a rapidly growing, complex entrepreneurial environment where ingenuity, rather than precedence, drives how things should be done.
Essential Duties and Responsibilities:
- Establishes meaningful, collaborative relationships with both internal and external Customer Solutions partners
- Maintains up-to-date knowledge of all initiatives they are managing with particular focus on financial performance
- Leads cross-functional team in successful completion of assigned projects
- Develops and delivers presentations to communicate proposals, initiatives, and progress
- Leads and manages all aspects of process improvement including, but not limited to, cost/benefit analysis, process analysis, data analysis, solutioning, implementation, validation, and control
- Utilize process improvement tools / strategies (statistical process control, pareto analysis, root cause analysis, etc.) to select, analyze, and execute high value, transformational initiatives
- Develop costs-based analysis to help justify costs associated with key process solutions
- Reflects functional understanding of company’s core financial performance; analyze operational and financial metrics and identify statistically significant cause-and-effect relationships between key business drivers
- Provide ad-hoc analysis as needed to help business partners make better decisions in a timely manner
- Generate and analyze complex data into accurate and relevant information for end users
- 15-25% travel required with this role
Here’s what you’ll bring to the team:
- Successful track record of working through barriers and delivering results
- Ability to build and maintain relationships and partner effectively across diverse internal organizations
- High-energy and a desire to work in a results-oriented, fast-growth environment
- Intellectual curiosity, passion for problem-solving and comfort with ambiguity
- Motivated change agent with the ability to collaborate across all levels
- Ability to think strategically and translate strategy into practice
- Excellent change ownership and facilitation skills
- Experience extracting data and building visualizations using tools such as JMP, SQL, Tableau, Power BI, Excel, Visio and PowerPoint
- Excellent communication, interpersonal and organizational skills with a hands-on management style
- Bachelor's Degree with 3 to 5 years work experience in a related field such as Project Management, Finance, Process Improvement, Analytics, Engineering, or Operations
- Experience supporting complex process improvement initiatives
- Six Sigma certification a plus
