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.


* 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


* 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


* 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


* 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


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

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