Manager, Same Unit Repair Operations

Asurion Corporation Smyrna, TN
The Manager will support the Sr.Manager in defining and implementing processes and metrics for managing theCarry-In and Mail-In Depot repair operations for the Same Unit Repair (SUR)product. The position's scope covers: forward and reverse logistics operationsbetween the Depots and Asurion; onsite inventory and repair processes at therepair providers' physical locations/Depots; quality of repair from both thecustomer experience at point-of-repair, as well as the post-repair reshipperformance; all-in repair cost metrics; and all system-to-system interactionsbetween the Depots and Asurion. Thereare currently over 300 unique Depot repair locations in the US and Canada. These locations are expected to support over200k repair transactions annually.

JOB RESPONSIBILITIES:

* Manage SUR Depot repair and customerexperience metrics, including operational performance, inventory management,issue identification, issues communication and issue resolution between theDepots and Asurion

* Identifies areas of opportunityacross the Depot key performance indicators (KPIs), sets improvement targetsfor those KPIs, and aligns internal and external resources towards achievingthose targets

* Deliver analysis and data on Depotperformance

* Build and maintain communicationchannels among all operational groups within the supply chain through informationsharing, thought leadership, and tactical and strategic planning

* Introduce innovation into the processthat can impact results, enhance profitability and support Sr Manager inmeeting the objectives and goals

* Actively participate in business processunderstanding and implications of initiatives. Seen as leader in the business

* Establishes strong collaborativerelationships with both internal and external SUR partners

PROFESSIONAL COMPETENCIES:

* Very detail oriented, able toidentify anomalies and errors in data, and to capture trends

* Strong ability to move betweentactical and strategic aspects of business

* Proven ability to set direction,clearly articulate a strong point of view and influence others

* Knowledge of Asurion operationshighly preferred

* High energy and a desire to work in aresults-oriented, fast growth environment

* Intellectual curiosity, passion forproblem-solving and comfort with ambiguity

* Able to assess a variety ofinformation, draw similarities and compile actionable recommendations

* Strong interpersonal skills

* Ability to build and maintainrelationships and partner effectively across diverse internal and externalorganizations

* Excellent oral and writtencommunication skills

* Experience in quantitative andqualitative analysis, and problem solving techniques, root cause analysis,quality assurance practices and concepts.

* Demonstrated aptitude towards highstandards for quality and performance

EDUCATION AND EXPERIENCE:

* Bachelor's Degree with 5 years ofexperience in a related field such as supplier management, product management,process management, or operations

* Wireless experience is a plus,including a basic level understanding of handset assembly and repair processes

TECHNICAL SKILLS:

* Experience using Microsoft OfficeSuite products such as Excel, Access and Power Point

* Must have advanced Excel skillsincluding statistical formulas and graphing

* SQL skills a plus

* Lean Six Sigma experience is a plus

MATHEMATICAL SKILLS:

* Ability to interpret complex numbers,financial data, and reports

* Apply mathematical concepts to createreports and financial records and present them effectively